Item: NiCE CXone Mpower
Rating: 9
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

We use several products in our call center, including central and WFM. NICE inContact CXone enables us to answer calls and manage our call center operations.

Pros and Cons

Pros

Handle agent management
Allow for complicated IVR scripting
Allow for time management of agents
Allow for complex reporting out of the call center

Cons

WFM program does not have bidding
Management with multiple companies is not well done

Return on Investment

This is a complete solution that allows for properly manage a call center.
Enables us to manage all aspects of call center

NICE inContact CXone allows for complex reporting as well as custom setup, but is fairly easy to use. From an end-user perspective, it is very easy. Some management tasks require more setup but out of the box it can do most things required in a call center.

Products Replaced

Yes - An in-house product that failed on us over 10 years ago

Other Software Used

Azure Container Instances, Amazon WorkSpaces (VDI), VMware Business Continuity & Disaster Recovery

Likelihood to Recommend

If you have a need for using a skill-based call center management solution with multiple channels, this is the one.

NiCE CXone Mpower Feature Ratings

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CXone for every call center