Great Product
August 16, 2023

Great Product

Brittany O'Neil | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use this product for our 211 that serves 8 counties in Ohio. The WFM piece has helped organize the team that work a hybrid schedule of in person and remote work.

Pros

  • customer services
  • ability to personalize IVR
  • alerts on updates

Cons

  • being able to set billing according to need
  • WFM has a lot of steps
  • better prepared for disaster/crisis response such as COVID
  • ability to train new staff using variety of skills
  • data
Some things are very technical and require much more training - especially if IT is not your background
Not Sure

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

data points are phenomenal. Love being able to create my own data needs, Alog with already create data.

NiCE CXone Mpower Feature Ratings

9.1
Agent dashboard
6
Validate callers
10
Outbound response
7
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
8
Call scripts
10
Call tracking
9
CRM software integration
10
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
9
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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