A great call center solution with one major drawback
Updated October 13, 2020

A great call center solution with one major drawback

Kevin Lintner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

inContact is a major improvement over our previous call center software. We are able to build dashboards which include live data on calls received, average speed to answer, abandoned calls, longest wait time, etc. I am able to build custom reports to pull data on the previous week or month without having to enter the criteria every time. I can schedule daily reports to run a specific time and email me the results in Excel format. So instead of having to run these reports daily, they are waiting in my inbox ready to use. This saves me a ton of time each day and allows me to prepare time-critical reports much faster than our previous software.

Pros

  • Dashboards - Instant real time reporting.
  • Custom Reports - allows for a report to be created and run whenever it is needed without reentering the criteria.

Cons

  • Delay in report updating - Custom reports are not real time and may take 6 hours to update.
  • Making a change to a scheduled report require the report to be rescheduled or it will not run properly.
  • Positive - Offers many more pre-built reports than other ACD products.
  • Negative - Customer reports take too long to update.
While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

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?

Yes

Would you buy NICE CXone Mpower again?

Yes

BMC Helix ITSM (Remedy), Microsoft 365 Business, OneDrive
It is great for a call center that likes to use a dashboard to look at live data. This live data cannot be exported to Excel. Custom reports can be exported to Excel, but there can be up to a 6 hour + delay in the metrics updating. This is on their shared hosting platform. Private servers are faster, but still require a lengthy delay in updating. It is also very costly to their private hosting platform.

NICE CXone Mpower Feature Ratings

9.5
Agent dashboard
10
Validate callers
10
Click-to-call (CTC)
10
Warm transfer
5
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
7
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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