Enjoying the capabilities of a comprehensive solution!
February 08, 2025

Enjoying the capabilities of a comprehensive solution!

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

Overall Satisfaction with NICE CXone Mpower

We use this as our main for system handling inbounds and outbounds and analytics. It's a comprehensive solution that meets our organizational needs and helps us improve where we are weak.

Pros

  • Data & Analytics
  • Screen recording
  • Live monitoring
  • Queuing

Cons

  • Technical issues from time to time
  • Too many points of entry/ too many ways to access
  • Expanded status'
  • Enjoying the current capabilities and looking to expand on the available capabilities in the future. A system the organization can grow with.
  • Positive client feedback regarding hold music & pre call messaging
  • Negative: Some outages have affected our ability to do business.
Well rounded product that can grow with our business and client needs
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

Well suited for Low to medium volume queues, it can be difficult/ inconvenient to monitor the queue capacity & wait time on occasion. I also think this is well suited for smaller to medium teams, the search directory is very convenient but offers limited information which can be a downfall on larger teams where not everyone is known to each other. I think this system would be outgrown quickly with a higher volume of calls.

NiCE CXone Mpower Feature Ratings

8.6
Agent dashboard
9
Validate callers
9
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.4
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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