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NiCE CXone Mpower

Score8.9 out of 10

948 Reviews and Ratings

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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

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.
CXone Mpower Copilot for Agent, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.
the CXone Mpower Agent
CXone Mpower Orchestrator, a tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.
CXone Mpower Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.
CXone Mpower Performance Management, which aligns employee performance, contact center goals, and customer expectations with continuous improvement.

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Key Features

Learn about the best (and worst!) features NiCE CXone Mpower has to offer, as determined by TrustRadius' reviewers.
Based on 948 ratings of NiCE CXone Mpower's features
View all features

Top Performing Features

  • Warm transfer

    Allows current agent to speak with new agent before call is transferred.

    Category average: 9

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

  • 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

Areas for Improvement

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.6

  • 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

  • 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

Reviews

What users are saying about NiCE CXone Mpower.
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Great tools for Better Decisions

Incentivized
Jean Pichler
Manager in Customer Service at Streamline Brands (201-500 employees employees)

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

Incentivized
Tina HigginsView profile
WFO, Contact Center Solutions Analyst in Information Technology at VGM Group, Inc. (1001-5000 employees employees)

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-From a healthcare point of view/usage.

Incentivized
Amanda West
Sleep Coach in Customer Service at Apria Healthcare (1001-5000 employees employees)

Use Cases and Deployment Scope

NICE CXone has been a game changer and relieves stress with daily schedules and submitting time off! I have worked in healthcare for almost 18 years, and this is by far the most accessible platform to use. It's so nice not to have to submit a time off request in person. Sometimes, that can become hectic! I love how you get a full calendar view to see availability. It is helpful as a mom so I can take time off ahead for school events, etc. When it becomes busy at work, NICE gives reminders of your breaks and allows you to have reminders set if it's not time just yet. Our metrics are important for our evaluations at work, so this keeps me ahead! I couldn't ask for a better product to help with time management. It truly helps me balance my work and home life. Thank you for your services, and I highly recommend them to all organizations!

Pros

  • Break reminders ahead of schedule.
  • Immediate updates if management has to adjust your daily schedule.
  • Calendar view of an entire year's schedule.

Cons

  • The downfall is the program times out after so long and you have to log back in.

Return on Investment

  • I do not have access to that part of NICE CXone.

Usability

Other Software Used

3DPrinterOS

NICE CXONE REVIEW.

Incentivized
Lilly Rule
Sales in Customer Service at Marriott (5001-10,000 employees employees)

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!

Incentivized
Kamal Juneja
in Information Technology at LPL financial (1001-5000 employees employees)

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)

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