Item: NiCE CXone Mpower
Rating: 7
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

We use NICE inContact CXone for work as customer service call agents. We have many different profiles for phone agents and the ability to tune everything into exactly what each agent does has been really great.

Pros and Cons

Pros

It provides updates about the issues.
It has many features.
Has great quality.

Cons

Connection issues
There are times that it crashes.
There are sound quality issues.

Return on Investment

It's good from a user perspective.

Usability

It is very user friendly and easy to understand. You will get familiarized quickly even as a new user to the account. You will be able to see all performance, SLAs, and breaks on one page. It makes monitoring easier and not stressful, because of the design even if it's queueing.

Products Replaced

Not Sure

Other Software Used

8x8 Contact Center, Cisco Jabber, NICE Incentive Compensation Management

Likelihood to Recommend

Of course, NICE inContact CXone is best suited for call center agents and for customer service. It also provides the customer with an experience that will benefit them.

When there is an issue, NICE inContact is constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members. I really appreciate the level of customization NICE inContact has as well.

NiCE CXone Mpower Feature Ratings

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