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Smooth but not Perfect
What do you like best about the product?
The NICE CXone Mpower is fast, responsive, and easy to use program. The interface is clean, and it makes handling customer interactions smooth. It also integrates well with other tools, which helps keep everything in one place which is I love.
What do you dislike about the product?
It can feel a bit complex at first, especially with all the features. Some areas could be more intuitive, and occasional glitches can be frustrating. The pricing is also on the higher side in my opinion
What problems is the product solving and how is that benefiting you?
helps streamline customer interactions by combining multiple communication channels into one platform. It improves efficiency by automating workflows and reducing wait times.
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Great product!
What do you like best about the product?
The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail.
What do you dislike about the product?
Sometime when receiving inbound calls there is no hang up button to click and have to wait for the client to hang up!
What problems is the product solving and how is that benefiting you?
It is helping identify possible issues with the quality management portion. Helping my agents achieve daily targets.
Great tool, unsurpassed support
What do you like best about the product?
The quality and speed of the support I receive.
What do you dislike about the product?
The reports are a little difficult to navigate. I"ve tried to match the predesigned reports against a custom report with the same data, but it doesn't come up the same. (I think there's a timeframe issue.)
What problems is the product solving and how is that benefiting you?
The inbound contact tools are exactly what we need given we offer various types of support, from sales and warranty to troubleshooting and parts. We also offer Spanish language assistance.
Extremely Helpful
What do you like best about the product?
It's resourceful and helpful when looking for valuable information.
What do you dislike about the product?
I don't have no dislikes about NICE CXone
What problems is the product solving and how is that benefiting you?
Helping me solve credential about NICE.
Nice Mpower review
What do you like best about the product?
automating customer service is nice and the function is decent.
What do you dislike about the product?
its not easy to learn or use. better training is needed.
What problems is the product solving and how is that benefiting you?
Making the information clean and easy to review.
Excellent Platform, Many Add-Ons
What do you like best about the product?
NICE CXone is a complete orchestration package. Technically you could use CXone to replace many backend business processing across multiple tech stacks, especially in hybridized networked/VPN and non-network integrated entities since CXone is a compliant system with state/federal regulations. There are many ways to integrate SOAP/RESTful APIs to extend functionality, and the actions allowing for SIP header activity/transfers are particularly helpful in hybridized cloud environments. CXone is a very rare telephony platform that is able to integrate with COBOL IBM Mainframes if you are able to code a web service yourself to integrate via Service Bus.
The best parts of NICE are that they are genuinely interested in pursuing true CI/CD integration as part of scripting. This will massively enable CXone at scale across enterprises larger than 40k seats at the drop of a hat. The other key upside is CXone is a holistic platform solution for any large businesses, including ones doing DoD or Federal work. While it means switching BUs/clusters, it is easier being on the same platform instead of multiple telephony platforms.
CXone is also a full responsible organization, so you can have cloud-originated phone numbers via CXone. They also support bring your own carrier connectivity solutions as well. There are numerous other upsides to CXone, but basically it's a powerful solution you could use to automate letter writing and OCR to generate tasks via work items, use a bot to intelligently assign them to someone, and then the screen pop integrates with EPIC and starts a dialer to call customers back who missed a prescription pickup for example, or who wrote negative letters. This is just the tiniest use case we've seen for CXone as a full business process orchestration and omnichannel communications and integration platform.
We use CXone every day, it is easy to implement for basic builds, but advanced enough to handle complicated use cases if you have the technical expertise.
The best parts of NICE are that they are genuinely interested in pursuing true CI/CD integration as part of scripting. This will massively enable CXone at scale across enterprises larger than 40k seats at the drop of a hat. The other key upside is CXone is a holistic platform solution for any large businesses, including ones doing DoD or Federal work. While it means switching BUs/clusters, it is easier being on the same platform instead of multiple telephony platforms.
CXone is also a full responsible organization, so you can have cloud-originated phone numbers via CXone. They also support bring your own carrier connectivity solutions as well. There are numerous other upsides to CXone, but basically it's a powerful solution you could use to automate letter writing and OCR to generate tasks via work items, use a bot to intelligently assign them to someone, and then the screen pop integrates with EPIC and starts a dialer to call customers back who missed a prescription pickup for example, or who wrote negative letters. This is just the tiniest use case we've seen for CXone as a full business process orchestration and omnichannel communications and integration platform.
We use CXone every day, it is easy to implement for basic builds, but advanced enough to handle complicated use cases if you have the technical expertise.
What do you dislike about the product?
CXone TAMs are very hit or miss. Two businesses can pay for the same TAM package, and the TAMs will completely change whether or not the value is being delivered. My experience of CXone TAMs is they are either very smart, helpful, and able to get things done to drive forward platform adoption, or they know very little, talk very "executively" and try to force you to buy add-ons or services you don't need, and technically aren't required to pay for anyways. Basically if you get a bad TAM you may want to cancel your package. TAMs at NICE should emphasize the T in TAM for "Technical." If I cannot ask a technical question without being billed for it, then why pay for the package?
The other downside of CXone is the add-ons. If you are a small business and don't have internal expertise in telephony, you may want to pay for a contractor. While NICE will recommend CIPs, these are very hit or miss. I've had bad experiences with CIPs and they constantly ask for CRs and additional billing for the tiniest fixes for something they messed up. If you pay for your own contractor you may see better results. If your business is particularly small, then you may be better served by a more limited platform. If you have very highly technically proficient individuals you may prefer Twilio or 8x8 where you can build most of what you want yourself.
The other downside of CXone is the add-ons. If you are a small business and don't have internal expertise in telephony, you may want to pay for a contractor. While NICE will recommend CIPs, these are very hit or miss. I've had bad experiences with CIPs and they constantly ask for CRs and additional billing for the tiniest fixes for something they messed up. If you pay for your own contractor you may see better results. If your business is particularly small, then you may be better served by a more limited platform. If you have very highly technically proficient individuals you may prefer Twilio or 8x8 where you can build most of what you want yourself.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us solve the problems of today and tomorrow revolving around privacy, PHI, PCI, PII, and automations/AI. We are partnering with NICE to also implement full CI/CD and partitioned administration of platform, allowing for shared service teams to minimize labor investment required to enable business functionality at scale.
Nice CXone - One Stop Solution
What do you like best about the product?
Nice Cxone is a user friendly and easy to use platform to meet organizational needs of different type. telephony, webchat, social media etc.
What do you dislike about the product?
Customization to meet customer specific needs if at all is a challenge currently as it goes through a long process that you raise it and if everyone (Across nice users) voice the same then it get prioritized and that too at its own pace.
What problems is the product solving and how is that benefiting you?
Nice CXone is helping us to look at all transaction (Inbound/outbound) with filterations basis queue to be able to skim the data as per need. the best feature I would say is the Screen Recording & live barging which helps my team to understand whats going wrong with managing a customer by an advisor
NICE CXone flexible with cool and suitable features
What do you like best about the product?
The best thing about this great tool is its great call routing capability and flexibility with the actual call options. On the other hand, the interface is good, easy to use and you can move comfortably through its system.
What do you dislike about the product?
I think they should improve their technical support and response times.
What problems is the product solving and how is that benefiting you?
Once configured we could notice the benefits, solving problems with call routing and message playback, plus we got used to this system for other types of needs such as live chat, customer support and all that.
Platform that facilitates work on calls
What do you like best about the product?
I really liked this service, especially the voice recognition, the calls are faster and we can manage our time. I also like how easy it is to modify and use the supervisor console.
What do you dislike about the product?
It needs to improve the responses to make them faster. But the rest works well.
What problems is the product solving and how is that benefiting you?
It is ideal for calls because it just makes the job simpler to receive calls and transfer to the right departments and allows us to measure activities and this solves problems.
A fantastic product of receiving calls from our external clients
What do you like best about the product?
What I liked the most is that it is easy to use and allows you to control the call volume and is great for calls and just makes it easy to receive calls and also the control panel is good and data analysis on top of that to keep track of login.
What do you dislike about the product?
Some functions are somewhat confusing due to lack of documentation and training.
What problems is the product solving and how is that benefiting you?
We use it mainly for calls and having a main channel for our customers, besides that, contact entry, voice analytics and obtaining valuable information and facilitates the creation of contacts and is extremely useful and ends ups solving many problems.
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