Nice experience from start
January 28, 2025

Nice experience from start

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

We needed a solution to provide customer multichannel communication and a single point of contact between our contact centre agents. NICE CXone Mpower has everything in one single website recordings, statistics administration. The platform itself has helped us increased our customer satisfaction and provide a faster resolution for all inquietes or service related activities. Helpful to complete our goals

Pros

  • Reporting visibility
  • Schedule management
  • Friendly interface

Cons

  • Service support
  • Web studio interface
  • Script documentation
  • Forecast head count
  • Measure phone lines usage
  • Long distance charges decreased
It is very helpful, however audio issues and and the platform is also very sensitive to any changes in your environment, network changes have impact on each users applications, also computer updates have huge impact on end user experience. NICE CXone Mpower mass updates are hard to restore as you have to do it manually
Yes - All contact center platform was replaced since telephony , email and chat interactions platform recording systems which include audio recording and screen recording. We will include now social channels communications for the company which is a work in progress as NICE CXone Mpower professional services is still working on this, physical phones are now gone replaced with softphone

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?

No

Did implementation of NiCE CXone Mpower go as expected?

No

Would you buy NiCE CXone Mpower again?

Yes

Dashboards and reporting have so much helpful informations to guide us how to forecast our contact centre based on usage and performance.
aAlso with NICE CXone Mpower one we have been able to troubleshoot and trace calls as technical administrators faster than we did before! Having single access to the platform is way more secure

NiCE CXone Mpower Feature Ratings

7.8
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
7
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
8
7.4
Inbound call routing
7
Omnichannel inbound routing
6
Recording
8
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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