Item: NICE CXone Mpower
Rating: 8
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE inContact is being used across the business as an ACD for all our inbound call taking departments, as a dialer for our outbound sales departments, a feedback management system for our customer experience, and as a workforce management tool to ensure agents are in adherence picking up the calls presented to them from the ACD.

Pros and Cons

Pros

Allows us to automate call routes
To link agents to their TM across multiple NICE systems
Quickly change skill and proficiencies for different inbound lines

Cons

Interaction between the different systems, a shining example being Satmetrix and central (How many calls got launched?!?)
Allow for more customization in the reporting with only 1 version of the truth
The ability to report on transfers and where they go to

Usability

There are a lot of parts to the system, which make the job easier and make the reporting of simple stats such as call volumes easy, but there are also areas that do the opposite and force work-around reports to work around the problem.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is well suited to a contact centre/operation that predominantly takes inbound calls with limited outbound work. Call path bundles need to be bought to allow for concurrent calls and will be stopped if not. Transferred calls aren't the easiest to report on, but reporting on overall calls for a day, where they came from and on what line is easy to do.

NICE CXone Mpower Feature Ratings

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NICE inContact CXone Review