The most honest review I can contribute
March 24, 2022

The most honest review I can contribute

Tasha Avon Untalan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

As a group sales coordinator, we need to have reliable software to use for doing outbound calls. And our company did a great job in choosing Nice CXone as the main software for auto-dialing. We are very satisfied with this product because it helps us to do our job easily and effectively.

Pros

  • Auto dialer.
  • Inbound call.
  • Outbound call.

Cons

  • Choice of color.
  • Choice of tone.
  • Realtime update of status.
  • Agent productivity.
  • Agent urgency to answer calls.
  • Lite. No need VPN to use it outside the US.
Overall, we are grateful that our company provides an excellent choice in getting an auto dialer software. This will help the business and also the employees.
Yes - We use Avaya and Cisco Finesse altogether and that is really exhausting. We need to use a VPN in able to log in to that dialer and that is really time-consuming. Very laggy. I cannot recommend it to other business owners out there. It's not really practical to buy.

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

Yes

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

Yes

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

Yes

Did implementation of NiCE CXone Mpower go as expected?

Yes

Would you buy NiCE CXone Mpower again?

Yes

Nice CXone did its job in doing outbound calls and also in inbound calls. What I like as well is the option to schedule a call back to your client. I will never miss a follow-up anymore! What I don't like is that when you refresh it, the status from ready will turn into unavailable so the call will be disconnected.

NiCE CXone Mpower Feature Ratings

9.6
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
9
8.9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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