NICE CXone Review
December 04, 2021

NICE CXone Review

James Nelson-Guillen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use NICE CXone for our call center solutions provider. They provide us with solutions for call routing, handling, monitoring, and evaluation. Their products help us monitor everything from how many calls are currently [held] to how representatives in the call center are performing. Their products provide insights into key metrics to identify issues so we can resolve them.

Pros

  • Provide software and technology that is easy to use
  • Products are easy to use but also robust with lots of features
  • Products also include analytical tools to identify trends

Cons

  • The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
  • Sometimes, not all call data is recorded, particularly screen captures.
  • Adding spell check features to email/chat functions would also be an improvement.
  • Helps representatives save time with call handling
  • Engage takes a little too much time to work sometimes
  • Analytics helps to quickly identify trends
I give NICE CXone a high rating simply because of how easy their systems are to use. While I do have complaints or gripes about the call evaluation system (Engage), their products enable our call center to function efficiently. I also like that it provides a good experience for our representatives in the sense that it's not hard to use compared to systems that other call centers use.

Do you think NiCE CXone Mpower delivers good value for the price?

Not sure

Are you happy with NiCE CXone Mpower's feature set?

Yes

Did NiCE CXone Mpower live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NiCE CXone Mpower go as expected?

I wasn't involved with the implementation phase

Would you buy NiCE CXone Mpower again?

Yes

Microsoft 365 (formerly Office 365), Microsoft Teams, Microsoft Power Automate (formerly microsoft flow)
NICE CXone is great for any organization that handles a lot of phone calls. The technology is super easy to use and it's hard to mess up things like transferring callers. From working in other call centers that had the old desk phones, NICE CXone was a breath of fresh air at the call center I'm at now. Their technology made call handling much easier.

NiCE CXone Mpower Feature Ratings

9.8
Agent dashboard
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
Call scripts
10
Call tracking
8
Multichannel integration
10
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
6
Quality management
7
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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