NICE CXone Mpower has been the oil driving our success!
February 06, 2025

NICE CXone Mpower has been the oil driving our success!

Ciera Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

We utiilize NICE CXone Mpower in our day to day operations for customer service calls, conferencing and tracking calls and times. It is amazing how everything is locked into one place without using more than one system. There are many settings and features that ensure I can reach any of my staff or leadership with the click of a button. Monitoring using this system for quality assurance has been great.

Pros

  • It allows for monitoring quality assurance calls.
  • It allows for smooth transfers and conferencing calls.
  • It allows for preshifts, password resets, training, breaks and other settings effortlessly.
  • It tracks every call and time for more than a month which is good for weekly evaluations.

Cons

  • The only thing that could improve is the time out features.
  • The need to clear cookies to use the software could improve.
  • Sometimes we are kicked out unexpectedly while on lunch.
  • It has increased calls.
  • It allows for more audits.
  • Transferring calls and dialing out has never been easier.
The software is amazing.

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?

Yes

Would you buy NiCE CXone Mpower again?

Yes

NICE CXone Mpower is well suited for monitoring calls and conferencing calls or everyday customer service calls. It is less appropriate if you are not on a call for a while and it logs you out.

NiCE CXone Mpower Feature Ratings

9.9
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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