NICE CXone Mpower
NICEExternal reviews
1,715 reviews
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Great system, easy to use!
What do you like best about the product?
CXone is very easy to use couldn't recommend highly enough
What do you dislike about the product?
The only thing I would like is an application rather than a web based login
What problems is the product solving and how is that benefiting you?
Better reporting and analytics
Recommendations to others considering the product:
Very easy to transition to highly recommend
Painful, but worth the change
What do you like best about the product?
The interface is pretty easy to understand once you have some repetitions using it. Any new software rollout has issues. We greatly appreciate Heather and sometimes Vicky (kidding) always facing the music and being attainable when major issues popped up and getting the right resources on a call. The companies abilities to handle client requests, when it was actually the client who caused the issue, and not refer back to the issue. A very good application of putting the client out front.
What do you dislike about the product?
The setup took far too long due to the steep learning curve. It could have been cut in half if the setup team understood our application of the product better. We also did not like having to find the bugs in the system (PDAS).
What problems is the product solving and how is that benefiting you?
A much better interface with the agent and easier data control at a lower level of employee. With contact manager, we don't need i.t involved in any of the day-to-day operations. Contact has risen, and controls are better. The SMS product is a work in progress, but we see the light at the end of the tunnel for how we need to use it.
Recommendations to others considering the product:
Diagram everything, measure twice, and cut once. Make sure you understand the limitations of the products, and how the decision-making works within the system. Example: If we knew that the PDAS latency was really 5 min on day 1, we would never have tried to call 2 or 3 numbers in a row.
Solid and stable
What do you like best about the product?
Platform is extremely stable. Very few disruptions. Great TAM!
What do you dislike about the product?
Support is little to be desired. No phone-in option. Email process is lengthy.
What problems is the product solving and how is that benefiting you?
TCPA product is extremely solid, not clunky, like others. Proven product.
LiveVox is great.
What do you like best about the product?
Omnichannel support is nice. It works great.
What do you dislike about the product?
Customer care does not always have the answers.
What problems is the product solving and how is that benefiting you?
I am able to wrap all aspects of a call center into one place. I have realized the benefit of only needing one service for everything. Yes. Business performance
Super easy to use.
What do you like best about the product?
With a simple layout and interface, it's easy to use and find what you're looking for.
What do you dislike about the product?
So far, I haven't found anything to dislike about it.
What problems is the product solving and how is that benefiting you?
I work remotely, so it helps me connect to the customers I'm serving as well as my teammates.
Recommendations to others considering the product:
If you're looking for something that is easy to understand and use, then I would definitely recommend NICE CXone.
CXone for Professionals
What do you like best about the product?
It is easy to add new specialties to switch into when changing departments.
What do you dislike about the product?
We have found that the program will crash after about 6 hours when in one disposition.
What problems is the product solving and how is that benefiting you?
CXone allows workers to stay on track with their breaks and when shifting to new pivots.
Been using Nice CXone not just here at my current employer but mostly for all of the centers
What do you like best about the product?
The organized time sched, coaching logs and lot more
What do you dislike about the product?
None that I can tell. The product is superb
What problems is the product solving and how is that benefiting you?
The time logs and as well for cx communications, was able to manage work efficiently
This is very user friendly, structured, workforce optimized tool. I would recommend it to anyone!!
What do you like best about the product?
It helps with coaching to improve productivity. And you can pick the type of integrations you install with it.
What do you dislike about the product?
So far nothing. It's really easy to use and works with almost any type of integrated service. So far anyway!
What problems is the product solving and how is that benefiting you?
It's much easier to analyze and get accurate results from calls. Meaning I know how to better set performance levels for my team.
it was quick and easy
What do you like best about the product?
rapid responses and I was able to resolve my issue without seeking additional help
What do you dislike about the product?
Nothing about this app. works excellent!
What problems is the product solving and how is that benefiting you?
Retrieving a new password to gain access.
Makes making phone calls Easypeasy
What do you like best about the product?
I like the ease of this program. It has the option to remember your phone number which is also a plus. There aren't may buttons on it; which is a huge plus. I love it
What do you dislike about the product?
Sometimes the connectivity can be a little spotty. Depending on your internet speed will decide the quality of the call. There is a lag when connecting to other programs like go to
What problems is the product solving and how is that benefiting you?
With using Nice CXone we are able to reach out to our clients with ease. Every team member has access to their own phone number and the programming is awesome I definitely recommend
Recommendations to others considering the product:
Train!
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