NICE inContact is all you need!
Updated January 14, 2025

NICE inContact is all you need!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone Mpower

NICE inContact is being used by our organization as a means of communicating to our consumers, as well as using it for us to evaluate their calls.

Pros

  • It is very user friendly and can be used to review the calls for quality audit purposes.
  • The easy transfers and the no-lag switching. We can see when other users are available or what status they are in - it's very helpful.
  • The browser based capabilities is the best feature of InContact as there is no additional installation required.

Cons

  • Sometimes calls get auto-refused because NICE inContact lagged.
  • When you are interacting with the softphone a pop-up will force you to start over and have to acknowledge that pop-up even though you had the phone as your active window.
  • I believe the slowness the employees are experiencing is due to my internet connectivity and not the application itself.
  • Refused calls.
  • Easy to use.
  • User friendly.
It very user friendly and is easy to navigate.
Yes - Avaya CMS. Upgrade.

Do you think NICE CXone Mpower delivers good value for the price?

Yes

Are you happy with NICE CXone Mpower's feature set?

Yes

Did NICE CXone Mpower live up to sales and marketing promises?

Yes

Did implementation of NICE CXone Mpower go as expected?

Yes

Would you buy NICE CXone Mpower again?

Yes

AWMS Workforce Management, QES (QNAP Enterprise Storage), Epic
The browser based capabilities is the best feature of InContact as there is no additional installation required. The browser based tool allows for quick installation allowing new hires a quick and easy way to get the tool they need. Sometimes calls get auto-refused because NICE inContact lagged. It's such a large program, and we run other large programs at the same time, so sometimes the NICE inContact server kicks off and we have to restart everything.

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone Mpower

1000 - Banking, Payments
20 - knowledge in Information Technology
  • Adherence
  • Monitoring
  • Reporting
  • Automation
  • Efficiency
  • Effectiveness
  • 50% reduction in TCO
  • 95% decrease in servers
  • 100% improvement on agent efficiency
Impressive breath of functionality, with powerful customer journey

Evaluating NICE CXone Mpower and Competitors

  • Ease of Use
Ease of use, all employees who needs to use it can easily navigate from it.
I will not change anything

Comments

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