NICE CXone Mpower replaces all phone services
January 28, 2025

NICE CXone Mpower replaces all phone services

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

Overall Satisfaction with NICE CXone Mpower

We are a multi-National company with several terminals so we use NICE CXone Mpower to ensure all calls are routed to the right people the first time to avoid unnecessary transfers and delays getting to the right person thus lessening frustrations to our callers. NICE CXone Mpower helps equalize the workload and allows staff to visualize their time utilization.

Pros

  • time management
  • recorded lines for training and call integrity
  • online server based to allow ease of access

Cons

  • better ease of transferring calls to the right person, sometimes that functionality is unavailable
  • ease of reaching correct individual the first time
  • employee statistics
  • better engagement
NICE CXone Mpower's overall usability is far superior to every other phone management system we have used historically due simply for the ease of use. NICE CXone Mpower allows our company to distribute call volume without sacrificing quality and time. It is a "one and done" option and I do not see us utilizing any other system in the near future.
Yes - NICE CXone Mpower replaced our Cisco desktop phone system for all the reasons previously addressed. NICE CXone Mpower allows for recording calls for quality purposes, better time management, and ease of reporting. NICE CXone Mpower has been beneficial to our company in the short time we've used it so far, and we don't plan to change any time soon!

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

TMW.Suite TMS, Azure Bot Service (Microsoft Bot Framework)
NICE CXone Mpower is far superior to landline phones in that the calls are recorded for quality purposes. Compared to standard landlines and most satellite services the call quality is unparalleled. I like the fact that I can conference in other colleagues when necessary and transfer accordingly. NICE CXone Mpower works well for our company's needs.

NiCE CXone Mpower Feature Ratings

9.5
Agent dashboard
10
Validate callers
9
Outbound response
10
Call forwarding
6
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call tracking
9
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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