NICE CXone Mpower
NICEExternal reviews
1,714 reviews
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Great interconnectivity and Service
What do you like best about the product?
We love the way it seamlessly works with our other products. And it is customizable for our needs.
What do you dislike about the product?
The learning curve to teach how to use the software is high.
What problems is the product solving and how is that benefiting you?
CXone helps us contain the call data for our workload. It saves us countless hours of work to call the right places for us at the right times.
NICE CX One is a game changer:
What do you like best about the product?
The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary.
What do you dislike about the product?
Not really any downside. Maybe that add-ons are relatively expensive.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us to more efficiently route calls and provide assistance to those in our community who use our United Way 211 service to get help/resources. It also helps us manage the quality of our agents' responses.
Customers Get It & Love It
What do you like best about the product?
The simple and customer centric nature to this product makes it easy for our customers to use.
What do you dislike about the product?
I have not experienced an inconvenience so far!
What problems is the product solving and how is that benefiting you?
A streamlined portal for agents to communicate with!
NICE CXone
What do you like best about the product?
The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call
What do you dislike about the product?
Sometimes the application in windows get glitches and frezees itself
What problems is the product solving and how is that benefiting you?
To hear my calls and the routing of the calls and ids are helping to find the exact call
Great optimization platform
What do you like best about the product?
the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management.
What do you dislike about the product?
Everything was smooth and works perfectly fine for me
What problems is the product solving and how is that benefiting you?
Lack of Insight into Customer Behavior: Understanding customer sentiment and needs is essential for improving service quality. CXone’s analytics tools offer deep insights into customer interactions, enabling us to proactively address issues and refine our approach based on data. This has led to higher customer satisfaction and loyalty.
Great product
What do you like best about the product?
It has great features and is the perfect cloud based contact center platform.
What do you dislike about the product?
I have nothing to dislike to be able to answer this.
What problems is the product solving and how is that benefiting you?
It's keeping things organized.
My experience with Nice was somewhat hassling.
What do you like best about the product?
I liked the time allotment feature. That separated the timeframe intervals, and the fact that it could be changed from 1 hour to 2 hour or whatever interval you want to use.
What do you dislike about the product?
It was hassling to change or exchange shift intervals, and since it was being used in a Call Center setting, it was used often. It froze a lot as well.
What problems is the product solving and how is that benefiting you?
The problem NICE solves is the ease of scheduling. The idea is good, the implementation needs some work to make the software more efficient.
Perfect for organized use
What do you like best about the product?
The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform
What do you dislike about the product?
It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like.
What problems is the product solving and how is that benefiting you?
Faster communication time with customers and very fast resolution time.
Using Nice at work
What do you like best about the product?
The quality and the easy way to use it since is a good experience and we can enjoy it. Nice in my area we use it to request vacations, do general request, see the scedule, for my is a great tool since make our life more easy.
What do you dislike about the product?
Sometimes what happen is that the system got slow it makes that we need to spend more time trying to make it work.
What problems is the product solving and how is that benefiting you?
1. To request vacations more easy.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
NICE used as a punishing tool instead of growth
What do you like best about the product?
I like the transcript, they are very clean and precised even when the audio is unintelligible.
What do you dislike about the product?
NICE may consider some words as negative. Commonly used words like no, don't or can't disregarding the way they are implemented.
What problems is the product solving and how is that benefiting you?
At the time none.
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