So many things could be improved
February 05, 2025

So many things could be improved

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

I communicate with customers to assist them with making bill payments, reporting emergencies, and addressing concerns with account data. This is the system provided by my employer and we also help process activating new services and transferring or deactivating current account service. I also communicate with my leaders and inter departments with this system

Pros

  • Schedule time off
  • signing into the system is easy
  • Logging off is easy

Cons

  • Web based system has bad connection and sound quality
  • If I need to reset my internet browser it disconnects the customer from the line since this is web-based
  • Does not have a pre recorded greeting option
  • Does not have a ringer to warn you that there is a customer incoming so if you don't hear the quick beep it does the customer will hear your conversations in the background
  • There is no background noise cancellation
  • There is no mute option before the caller is on the line
  • It is harder to communicate with customers due to sound quality issues
  • It takes longer to complete the task at hand due to system issues.
  • System must be rebooted too often
This system does not have good connection quality since it is web based. It does not have a ringer, noise cancellation for background noise or a mute option for incoming calls. This system also has a horrible click system so in order to change an aux code it has to be clicked a million times to ensure the change
Yes - Avaya and I wish we never did now. The replacement was to make it a more seamless process for our customers and business partners but this system has actually made that harder and not easier

Do you think NiCE CXone Mpower delivers good value for the price?

No

Are you happy with NiCE CXone Mpower's feature set?

No

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?

No

Would you buy NiCE CXone Mpower again?

No

I would not recommend this system to anyone using this at scale since there are a lot of glitches and things that need to be addressed in the functions of this system. I am not a fan of this and I hope that my employer finds a new phone system to replace this one as soon as possible

NiCE CXone Mpower Feature Ratings

2.5
Agent dashboard
1
Validate callers
1
Outbound response
1
Call forwarding
8
Click-to-call (CTC)
3
Warm transfer
4
Predictive dialing
1
Interactive voice response
1
REST APIs
Not Rated
1.0
Inbound call routing
1
Omnichannel inbound routing
1
Quality management
1
Call analytics
1
Historical reporting
1
Live reporting
1
Customer surveys
1
Customer interaction analytics
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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