Highly effective program for a wide variety of users and agents
Updated October 18, 2021

Highly effective program for a wide variety of users and agents

Genevieve Flannery | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

This program is used across our entire organization. This program handles call, chats and emails for us as well as time keeping and agent status. The program has a clean design and user friendly interface.

Pros

  • Handles and routes incoming calls, chats and emails.
  • Allows call/chat/email recording and monitoring.
  • Easy to navigate and troubleshoot.
  • Helpful and provides clear feedback and statistics.
  • Allows concise, at-at-monitoring of agents and volumes.
  • Clear and clean design

Cons

  • Different layout styles would be nice.
  • More customization interfaces based on company role.
  • Dark mode and high contrast mode would be helpful.
  • More accessibility options for disabled users would be helpful.
  • We have increased agent availability by reducing downtime.
  • We are able to better route calls and monitor agent availability.
  • We are able to offer offsite compatibility and monitoring.
I feel more accessibility for disabled users would help significantly.
Yes - We replaced RNT with this program, it has been extremely helpful, as RNT would frequently crash and disable multiple agents, resulting in lost time, functionality and revenue as well as significant agent frustration.

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

Zendesk Support Suite, Sprinklr Modern Sales & Engagement, Hootsuite
NICE inContact CXone is extremely suited to our project and contact center. We use it for a wide range of contracts and it is easy to customize and tailor to each contract. The interface is user friendly and allows concise, at-a-glance monitoring of volumes, agents, and skills. I recommend adding more accessibility options to accommodate a wider range of users and agents such as dark mode and high contrast.

NiCE CXone Mpower Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
8
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