System bites
January 13, 2022

System bites

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It's supposed to be this all-encompassing product that replaced our other system. We use this every day to receive and make calls to assist our customers with breakdown emergencies.

Pros

  • nothing

Cons

  • dropped calls
  • robotic-sounding to customers
  • static-laden phone call
  • slow
  • can't dial out when in e-mail
  • can't put more than one person on hold at a time
  • negative impact of call management
n/a
it doesn't work for our department at all
n/a
Yes - Genesys

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

No

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

No

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?

No

[In my experience,] can't call out to vendors or customers with an open email, can't have more than one person on hold at a time, can't dial out to more than one person at a time, static on the lines, robot sounding call complaints, system freezes constantly and drops service

NICE CXone Mpower Feature Ratings

1.0
Agent dashboard
1
Validate callers
1
Outbound response
1
Call forwarding
1
Click-to-call (CTC)
1
Warm transfer
1
Predictive dialing
1
Interactive voice response
1
REST APIs
1
Call tracking
1
Multichannel integration
1
CRM software integration
1
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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