Great Product
October 28, 2019

Great Product

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

Overall Satisfaction with NICE inContact CXone

We use Verizon's InContact to track our incoming calls at our university's enrollment services center. Being able to keep track of how we are helping our students helps us report back to administrators what our needs are.

Pros

  • Tracking.
  • Reporting current data.
  • In-app transfers.

Cons

  • Current data occasionally glitches and is inaccurate.
  • Building reports need to be more intuitive.
  • Transfers could be smoother.
  • Ability to have data backups for our needs.
It had the best features for the pricepoint.
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.

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?

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's slightly more geared towards places with outbound calls, but works fine for our needs of tracking inbound calls only.

NiCE CXone Mpower Feature Ratings

8.0
Agent dashboard
8
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.0
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
8
Call analytics
7
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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