NICE CXone Mpower

What do you like best about the product?

Good technical documentation with clearly defined API

What do you dislike about the product?

Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces

What problems is the product solving and how is that benefiting you?

Simplify call agents interactions with customer

What do you like best about the product?

Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL.

What do you dislike about the product?

I would like to see additional options for dashboard customization. I like the feature of being able to highlight certain metrics to stand out, but I would like to see more features to manage SVL and agents overall.

What problems is the product solving and how is that benefiting you?

Nice InContacts helps manage the team, Calls, their hours, and reporting all in one, as well as all the metrics of the calls.

Recommendations to others considering the product:

Its an easy all in one system that can effectively manage your team and call center.

What do you like best about the product?

What I like best about NiCE CXone Mpower is its intuitive interface and smooth integration with daily workflows. It centralizes communication tools in one place, making it easier to manage customer interactions efficiently. The platform is also stable and reliable, which reduces downtime and improves overall productivity.

What do you dislike about the product?

While NiCE CXone Mpower is overall reliable, there are occasional delays when switching between features, and the reporting tools could offer more customization. These are minor issues, but improvements in speed and flexibility would make the experience even better.

What problems is the product solving and how is that benefiting you?

NiCE CXone Mpower helps centralize and streamline customer interactions, reducing the complexity of managing multiple communication channels. It improves team efficiency, ensures faster response times, and provides clear insights into performance metrics. This results in better customer satisfaction and allows our team to focus on higher-value tasks rather than administrative coordination.

We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.

Some of the best features with NICE CXone  are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.

We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.

Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone 's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.

We've had experience with this product since 2020.

The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.

On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.

Neutral

The solution I'm most familiar with is NICE CXone.

I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.

Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.

I rate NICE CXone a seven out of ten.

Public Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

- Handing over calls to external system using SIP based protocol supports here.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.

What do you dislike about the product?

This will be a bigger list.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.

What problems is the product solving and how is that benefiting you?

- Nice is a contact center and helping agents to handle the issues of the customers.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.