NICE CXone Mpower - all the tools a large or small contact center needs
January 29, 2025

NICE CXone Mpower - all the tools a large or small contact center needs

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

NICE CXone Mpower is used for scheduling staff, tracking time off, call quality reviews, and as a softphone app for our contact center. The software has a suite of tools that help us monitor staffing and schedule adherence, as well as keeps track of our customer contacts and service levels. We rely heavily on the call dashboards for supervisors and agents.

Pros

  • Call dashboards provide a great deal of information in real time at a glance
  • scheduling system is easy to use and automates our scheduling needs
  • Quality planner pulls calls for us for review based on criteria we select in advance
  • Softphone app is the phone system we utilize for our contact center

Cons

  • The system can lag at times. I don't know if this is due to the system or the infrastructure within our company, but pages can fail to load data and require a refresh.
  • Screens appear antiquated with outdated icons and elements. Needs a visual revamp to look more modern.
  • Agents should have the ability to view team or group schedules rather than just their own schedule.
  • Allows my team to meet customer demands by providing real time visual data regarding customer contacts.
  • Call recordings are key to our quality monitoring as it would be difficult to monitor live calls during a 12-hour operating day
  • Prebuilt reporting options are very helpful
The system is robust and complex which can lead to a learning curve when you are new with it. That said, the system offers just about every tool I can think of that a contact center would need to run its business. Once you understand how to use the software effectively, it can be very beneficial to your business.
Not Sure

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

NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.

NiCE CXone Mpower Feature Ratings

7.0
Agent dashboard
7
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
6
7.2
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
6
Historical reporting
6
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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