Lifesaver!
October 27, 2020

Lifesaver!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

This software is being used throughout the company in different departments to assist with the tracking of calls to candidates. It allows us to designate one team phone line and transfer within as well as record and review phone calls.

Pros

  • Record phone calls for performance review.
  • Easily transfer calls to other coworkers.
  • Track activity for the day.

Cons

  • Software issues, crashes frequently.
  • Unable to sync to my cell phone now.
  • Freezes often.
I have not used this feature but am interested in it.
For the job I perform, which is calling people all day to see if I can get them a job, it is excellent. I am able to easily make calls, take calls, track metrics, manage users and transfer. It makes my job 100% easier than if I did not have it due to not needing to manually dial every number. I love the copy and paste feature for phone numbers.
This software makes it easy to go back and listen to calls for quality assurance, training or just a refresher.
If you are in a call center environment or make a lot of calls this is a great tool to have when it works. I wouldn't use it if I didn't make as many calls as my job requires.

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
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
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
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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