NICE is Great!
February 29, 2024

NICE is Great!

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

Overall Satisfaction with NICE CXone

Omnichannel support and outbound autodialer.

Pros

  • Support is fairly quick.
  • They offer multiple solutions to meet various needs.
  • Self service through the product is amazing.

Cons

  • They need better implementation vendors.
  • Better communication for releases and how it impacts users.
  • Phone system that can provide reporting and insights.
  • Auto Dialer was not set up perfectly.
NICE lives up to its reputation of being a self-service phone platform. Requires little to no IT involvement to operate.
Yes - AWS Connect. AWS didn't have reporting or more advanced telephony and omnichannel support.

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?

No

Did implementation of NiCE CXone Mpower go as expected?

No

Would you buy NiCE CXone Mpower again?

Yes

Anytime a phone system is needed with little to no IT support. The one-stop shop for omnichannel has been a game changer.

NiCE CXone Mpower Feature Ratings

8.3
Agent dashboard
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
4
Warm transfer
10
Predictive dialing
6
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
7
8.3
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
7
Call analytics
7
Historical reporting
10
Live reporting
10
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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