Great product!
October 16, 2020

Great product!

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

Overall Satisfaction with NICE inContact CXone

NCIE inContact CXone is being used to handle customer support calls across the entire organization. It handles call management and routing for all incoming lines with a phone tree. Additionally, it is being used for all reporting and planning that used some combination of the call data and the call handle data.

Pros

  • Flagging call issues
  • Handling call flow
  • Enabling remote work

Cons

  • Call history data
  • Less downtime when updating phone settings
  • Simplifies planning human capital needs
All elements are easy to use with minimal training. The system is highly intuitive and the initial setup, as well as maintenance and modifications, is easy to train a person on. New employees typically only spend 10-15 minutes on NICE inContact training before they are ready to use it to take and place calls.
Yes - The full previous system was before my time, so I don't have the experience or the data to answer this question sufficiently although I'm sure cost and flexibility were the most significant drivers of the decision as well as it coinciding with a refresh of our telephony hardware in the main office.
Microsoft 365 (formerly Office 365), MS SharePoint, Anaconda
NICE inContact CXone is particularly well suited to building and managing phone trees to route incoming customer calls. It is easy to manage in a rapidly changing environment, and it can be modified or reconfigured on the fly as needed with minimal to no downtime. Occasionally, calls will appear to get stuck in a state, but this is an issue with the UI and the calls are terminating as expected.

NiCE CXone Mpower Feature Ratings

9.4
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.3
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
10
Call analytics
5
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of NiCE CXone Mpower

  1. Home
  2. Contact Center Software
  3. NiCE CXone Mpower Reviews
  4. User Review of NiCE CXone Mpower