Cloud-based, Multi-client-friendly Software
March 22, 2020

Cloud-based, Multi-client-friendly Software

Sarah Wesen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with NICE inContact CXone

Frontline Call Center is a remote agent-based high-touch contact center. We support over a hundred clients via a tech support channel and a customer care channel. We use NICE inContact's skill-based routing and reporting to support each client. We also use the login functionality to track our agents' time.

As we are high -ouch, we often use our clients' CRMs and various platforms. Easy APIs and scripting options allow us to integrate and build additional tools on top of the NICE inContact platform.

Pros

  • Transparent reporting
  • Dispositions are an underappreciated tool, especially when used as double dispositions.

Cons

  • Support time for billing issues could use a tighter turn around time
  • It has allowed us to consistently expand our services while tracking by client for billing.
  • Growth scaling and geographical redundancy
It would be a 10 except for the fact that there is a steep learning curve on the scripting side.
NICE inContact CXone is well suited for a remote-based contact center and meets a very relevant work-from-home need while providing management with needed visuals. It is cost-prohibitive for smaller centers who still need robust functionality.

NiCE CXone Mpower Feature Ratings

8.7
Agent dashboard
9
Outbound response
6
Call forwarding
8
Warm transfer
9
Interactive voice response
8
REST APIs
9
Call scripts
10
Call tracking
10
CRM software integration
9
9.8
Inbound call routing
10
Recording
10
Quality management
9
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of NiCE CXone Mpower

  1. Home
  2. Contact Center Software
  3. NiCE CXone Mpower Reviews
  4. User Review of NiCE CXone Mpower