Great software
February 06, 2025

Great software

John Detablan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

I use NICE CXone Mpower on a daily basis. It is used as an online telephone channel to communicate with internal and external parties. What I enjoy most about NICE CXone Mpower is the ease of use and the capability to record voicemails which is then emailed to my outlook. This allows for greater claims file organization for me and my colleagues.

Pros

  • Records voicemails and emails the voicemail to my email inbox
  • Easy platform to learn especially for new employees
  • Quick login

Cons

  • Allow for more options for ring tones
  • Unable to view inbound call history. Or difficulty locating this feature
  • When there is an inbound call, the window should pop open on screen
  • Allows for communication between individuals.
Overall it is a great platform. There are some instances where the internet connection is not stable which doesn't allow for usability.
Not Sure

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

Not sure

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

It is well suited where someone is required to utilize the telephone as part of their business. I think it is less appropriate when individuals are required to travel for certain adjusters.

NiCE CXone Mpower Feature Ratings

8.7
Agent dashboard
Not Rated
Validate callers
8
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
7
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
10
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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