Item: NICE CXone Mpower
Rating: 9
Author: Monica Archer

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

We use NICE inContact in our central leasing department for incoming calls for over 300 different apartment communities. We are able to track where the calls are coming from along with the customer's basic information such as phone number and name. It helps to identify the clients when they first call in as a new contact or a returning call and we are able to pull up their guest card information to better serve them with their apartment search.

Pros and Cons

Pros

Able to track where calls are coming from.
Able to track repeat clients.
Gives basic contact information.

Cons

Transferring calls is complicated.
Sometimes the call quality is not clear.
We get dropped calls occasionally.

Return on Investment

It helps route the calls to the qualified agents to help the customer.
It gives the customer information to better serve the customer.
It helps with scheduling and reviews for the employee.

Customization

I don't work in management, but I know that we have access to reports that give our call quality, talk time, etc. that can help to keep our service quality at a higher level. We are given access to reports several times a month, so they can be given to us at any time.

Usability

The system itself is very easy to use and does not require much training. The hardest thing I have found when using the system is mainly transferring calls. It is more complicated than it should be. We don't make too many outgoing calls, but that is fairly easy once you get used to it.

Reporting Capabilities

We have access to several types of information for reporting purposes at any time. These help to validate employees' efforts or encourage a higher level of performance. We are also able to listen to recordings of previous calls and to verify that they match up to what information is being evaluated.

Products Replaced

Yes - We used Cisco previously. With Cisco, it just routed incoming calls and gave the phone number of the caller without any additional information. We now have more information initially before we even answer the call to better serve the customers and match them up to any previous information that is stored in our system.

Likelihood to Recommend

It works well in a call center environment where you have incoming calls but not many outgoing calls. It gives you initial information on the customer that is calling to better support them. It also helps to track supervisor reviews and your daily schedule with breaks and lunches. It really helps to organize your workday.

NICE CXone Mpower Feature Ratings

Comments

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Perfect For Busy Call Center!