Item: NiCE CXone Mpower
Rating: 8
Author: Omawalli Mc Millan

Overall Satisfaction with NICE CXone Mpower

Use Cases and Deployment Scope

So we have been exploring NICE Mpower for some time, at the moment we are making some upgrades to facilitate this addition. From attending NICE annual events and seminars i am impressed with what this feature has to offer. I can see the value in this aiding our agents tremendously

Pros and Cons

Pros

Integration of channels
AI features
Customer Feedback

Cons

Ease of training
User buy in

Return on Investment

Effeciency
Improved Quality
Access control

Usability

Implementation and adoption is always an issue with navigating new technologies. NICE Mpower is no different since. Generally nice products albeit good and does gives good ROI the challenge can be the implantation and adoption to the platform. Some users have said it can be a bit of a challenge in getting a handle at first.

Products Replaced

Key Insights

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?

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

Other Software Used

Oracle Access Management, TCN Cloud, Oracle Analytics Server

Likelihood to Recommend

This is definitely the future of CX, very effective and efficient in customer delivery. It will help in organizational quality goals and success. The agents will have our real time support and intelligent support to address problems. Integration with the various channels to create consistence across the platform. The enhance data for decision making is helpful too.

NiCE CXone Mpower Feature Ratings

Comments

Please log in to join the conversation

NICE CXone Mpower Experience