NICE CXone Mpower Feedback
February 04, 2025

NICE CXone Mpower Feedback

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

Overall Satisfaction with NICE CXone Mpower

Describe how you use NICE CXone Mpower in your organization: Over WebRTC and integrated within MS teams.

What are the business problems the product addresses: Product is still buggy which requires reboot. Some important features from MAX like submit feedback, queue counter for agents is still missing. Call history is buggy. Directory option is not as user friendly as MAX. No option to save A/V notifications config.

What is the scope of your use case? Replacement for MAX for inbound and outbound queue calls, personal calls. MAX is still stable and user friendly.

Pros

  • Options to rearrange menu
  • MS teams presence sync
  • Cold/ Warm transfer
  • keyboard shortcuts

Cons

  • Directory option needs improvement
  • Call History needs improvement
  • Agent Feedback to submit issue is required
  • Queue counter for Agent is required
  • Option to save A/V notifications settings
  • It's been on track so far but things can be improved
  • Level 1 and 2 support model need improvement
  • Almost impossible to reach product owner for questions, info
  • No clear documentation on new products, features
  • CXone Mpower is heavily focused on US customers
NICE CXone Mpower need improvement in some areas with GUI, report, custom scripts and support. Product owners are not available in same timezone resulting in months to get an answer. Support needs further improvement for better ROI. Too many options to buy and bundle products, features which is confusing for business sponsor.
Yes - MAX is coming end of life later this year so replaced with CXOne Mpower for early adoption. Avaya CC suite was replaced with NICE

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?

No

Did implementation of NiCE CXone Mpower go as expected?

No

Would you buy NiCE CXone Mpower again?

Yes

NICE CXone Mpower is still trying to catch up mighty MAX agent. It is still missing important features that you would expect with new release. Migrating from MAX to NICE CXone Mpower would be difficult adjustment.

NiCE CXone Mpower Feature Ratings

6.4
Agent dashboard
7
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
5
Interactive voice response
7
Call tracking
3
Workforce Optimization (WFO) ()
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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