NICE CXONE REVIEW.
January 30, 2025

NICE CXONE REVIEW.

Lilly Rule | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

We use it to connect with customers via telephone. The product addresses several business problems, such as connectivity and system issues, and I use it nearly daily.

Pros

  • Connectivity
  • Reaching customers through e-channel.
  • Tracking e-channel performance.

Cons

  • Connectivity issues with customers.
  • Lags or delays in voices on the phone.
  • Lack of communication about updates.
  • Connectivity issues causes angry customers.
  • Customers are happy to connect with agents through nice cxone.
  • It is very useful for my business objectives as we use it daily to connect with customers.
There are several connectivity issues, but the platform is useful, and I think with a couple of tweaks, it could be at its best. It is very good at determining a caller's identity, but I often get complaints about the call system and connectivity issues from my customers.
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?

Yes

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

It has helped me connect with customers. However, several connectivity issues must be addressed before customers get angry about them. I have had complaints from customers about it, but also many compliments about the connectivity.

NiCE CXone Mpower Feature Ratings

8.2
Agent dashboard
9
Validate callers
6
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
6
REST APIs
Not Rated
Call scripts
6
Call tracking
10
Multichannel integration
7
CRM software integration
10
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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