Item: NICE CXone Mpower
Rating: 7
Author: Dawn Vanderkooi

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE inContact is used in the contact center at our agency. It's used for our 211 WNY helpline as well as other contracts that we have. Approximately half of our staff are blind or visually impaired. The platform is accessible with the different types of AT that the staff uses.

Pros and Cons

Pros

The IVR makes it easy for routing calls.
Accessible for all our staff's needs
Customizable reporting options
Call recording is great for monitoring and training purposes.

Cons

Incoming audio notification when using the integrated softphone option
Use of MAX on other web browsers
Technical Account Managers need to provide better service, often feels like they are reading from a technical support manual, and don't convey knowledge of the product.

Return on Investment

Being able to set service performance goals
Reporting call stats back to agents
Efficiently handling inbound and outbound calls

Usability

Studio is a bit daunting and not user friendly

Products Replaced

Yes - It replaced Avaya, we were looking to get away from dependence on our VPN.

Other Software Used

Microsoft Office 365, TeamViewer, Salesforce Commerce Cloud

Likelihood to Recommend

We have 10 or so different contracts and being that we have visually impaired staff we are able to have a whisper for staff that announces which contract is coming in. This helps staff know how to answer these lines appropriately.
The ability to assign specific skills to specific staff as well as set priorities using NICE inContact CXone allows for a better training experience for staff and efficient call flow for inbound calls.

NICE CXone Mpower Feature Ratings

Comments

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Great for Visually Impaired Staff