#1 most frequent
United States of America
75.1%613 installations of 816
What is NiCE CXone Mpower?
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
Categories & Use Cases
Media
1 / 6
Screenshot of a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower Dashboard aggregates both real-time and historical cross-domain data.
Top Performing Features
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Areas for Improvement
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Who Buys & Uses NiCE CXone Mpower
#2 most frequent
Canada
4.5%37 installations of 816
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.4%36 installations of 816
Great tools for Better Decisions
Use Cases and Deployment Scope
Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.
Pros
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
Cons
- It would be nice if the prebuilt reports had some functions to modify
- It would be nice to have additional color Aux codes for WF
- Honestly, I don't have any other suggested areas of improvement.
Return on Investment
- Positive impact that scheduling is more efficient. Less overscheduling
- Real time reporting allows us to make decisions faster
- QA management helps us identify areas of performance improvement
Usability
Other Software Used
Microsoft 365
Looking for an ALL IN ONE Contact Center Solution... NICE CXone is your ANSWER
Use Cases and Deployment Scope
We currently utilize the NICE CXone suite of services for one of our business units as their CC handling platform. We are currently utilizing Max/Supervisor/Feedback Management/Quality Management/Workforce Management/Contact Engine and soon will be implementing Real Time Interaction Guidance as well as Interaction Analytics. These tools allow us to address many issues we were faced with prior to utilizing, but one of our biggest improvements so far is directly related to the implementation of Contact Engine. Contact Engine not only increases efficiencies by allowing live agents to step away from the 2-way conversation, allowing them to devote attention to escalated Patient/Case Manager and Provided issues.
Pros
- Communicate
- Collaborate
- Elevate
- Remain on top of industry trends
- Recommend
Cons
- I'd like to see the ability to flag/report "phishing/spam" emails
- More options for pre-built reports
- Better search functionality
Return on Investment
- NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
- NICE CXone has provided us insight into data metrics that we did not have before.
- NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
Usability
Other Software Used
Microsoft 365, RingCentral Events, RingCentral Meetings, RingCentral Video
NICE CXONE REVIEW.
Use Cases and Deployment Scope
We use it to connect with customers via telephone. The product addresses several business problems, such as connectivity and system issues, and I use it nearly daily.
Pros
- Connectivity
- Reaching customers through e-channel.
- Tracking e-channel performance.
Cons
- Connectivity issues with customers.
- Lags or delays in voices on the phone.
- Lack of communication about updates.
Return on Investment
- Connectivity issues causes angry customers.
- Customers are happy to connect with agents through nice cxone.
- It is very useful for my business objectives as we use it daily to connect with customers.
Usability
Other Software Used
Empower QLM
Thanks for being a NICE partner and offering a great platform!
Use Cases and Deployment Scope
In my organization, NICE CXone is used as a robust platform to optimize customer experience and streamline contact center operations. It serves as an all-in-one solution for managing interactions across multiple channels, including voice, chat, email, and social media.
Pros
- Interactive Voice Response
- Automatic speech recognition
- Reporting
Cons
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
Return on Investment
- Positive
- Positive
- Positive
Usability
Other Software Used
Mattersight Behavioral Analytics (discontinued)
Let NICE CX do the work for you!
Use Cases and Deployment Scope
I work for Walker Advertising and they use your system for call center jobs. It works well and I have never had any issues with it so far. This generates and saves the leads we need to make the connections to the attorneys offices and helps us find the attorneys in the callers area.
Pros
- provides accurate location information
- alerts you when you have a new call or when calls are dropped
- gives a good call history list
- gives good call details such as new or return callers etc
Cons
- sometimes there are lags in the calls
- some calls will overlap one another and your forced to save that lead if its a non working number
