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

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE is being utilized to transfer calls, schedule calls, answer voicemails, and route calls within our helpdesk currently. I utilize this program every day, Monday-Friday. With this program I can do the following:

1. Answer incoming calls
2. Answer voicemails left by customers
3. Transfer calls
4. Place calls on hold

Pros and Cons

Pros

Conference Calls
Cold/Warm Transfers
Schedule Calls

Cons

Transferred calls leave you in "System Outage" Code
Program drops connection sometimes
Remembering the phone number when launching the application

Return on Investment

Help routing helpdesk calls
Accurate reporting
Good for managing employees

Usability

Overall this is a very nice looking and functioning program. Most of the features outweigh the bad things that I previously stated like system outage.

Products Replaced

Not Sure

Likelihood to Recommend

This is probably the best helpdesk tool for routing calls I've used. I can conference in calls and cold/warm transfer to my colleges by searching their name within the program opposed to having to have a phone number. Customers can left voicemails and send emails to schedule phone calls through this program as well.

Somethings that aren't so great is when someone transfers a call to my extension it puts me in System Outage and I have to manually change that code. Also, callbacks don't tell you its a callback so you end up having 3 seconds of dead air before it dials the customer back.

NiCE CXone Mpower Feature Ratings

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NICE InContact Review