CXone Mpower

Pros

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Pros

The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items.

Cons

The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.

Pros

Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.

Cons

Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great.

Pros

Real-time monitoring, BI Reporting, and easy phone skill changes.

Cons

We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold.

Pros

Reliable for IT Service Desk
Supervisor monitoring and actioning features
Setting proficiency for analysts

Cons

Forbidden error must clear cache to be able to reach the site
Rare glitches that you have to refresh the page

Pros

Leading edge of contact center technology

Cons

Lack of support and training and downtime due to issues.

Alternatives Considered

Reasons for Choosing CXone Mpower

Switched From

Reasons for Switching to CXone Mpower

Pros

It's easy to skill agents and build dashboards.

Cons

Time it takes to build things out like teams.

Pros

CXone has great call features. Very reliable, has all of the capabilities we need. Vast reporting options as well.

Cons

The email capabilities are not nearly as advanced as the call features. We definitely are limited in some aspects of our email processes and would love for these features to be more developed in the future.

Pros

I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of workflow, you guys thought of everything.

Cons

I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. The automated reports don't match custom reports when I run the same data.

Pros

The breakdown of how long I’ve been in each que

Cons

The weird echo noise when on a call. Not much training available on how it works

Pros

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Pros

QMA - is used daily and very user friendly, record keeping, reporting.

Cons

Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings.

Pros

The tools and how easy it is to explore and identify the well-organized procedure.

Cons

Everything is good since it was easy to use.

Pros

Customer service does reach out, but requests not followed through on

Cons

That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

Pros

it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which also has responsive and useful support for things that work

Cons

I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered

Pros

My favorite part about Nice is working with my TAM rep

Cons

I like everything about Nice. There are no complaints.

Pros

I like how it is useful for workforce management

Cons

I have no complain because so far this is the best for me

Pros

It’s a neat product for building contact centers

Cons

Monitoring and lack of control on the backend systems

Pros

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

Pros

It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.

Cons

Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).

Pros

A great and powerful arrangement of telephony and organization when it's most needed in the work environment.

Cons

It would be great to add SMS features or instant messaging in the future because it doesn't have that right now.

Pros

It's easy to use and navigate. The most important features are there.

Cons

The software needs a face lift and more features for metrics will be good. Also, improving the services it already has will be nice.

Pros

Ease of use once you get used to it navigation is fairly easy.

Cons

Has glitches and slow to respond at time's ,

Pros

Up time is good, WFM integration with the basic telephony is nice.

Cons

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.

When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

Alternatives Considered

Reasons for Choosing CXone Mpower

Switched From

Reasons for Switching to CXone Mpower

Pros

The tool is very smooth to handle the calls. We use Nice inContact tool for the inter organization communication and technical support purpose calls. Very helpful for the easy calling.

Cons

The Graphical user interface is the least thing which I like about this software.

Pros

User friendly with advance features including planning, managing real times queues, quality management etc.

Cons

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

Pros

EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING!

Cons

We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!!

Pros

Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.

Cons

It's on the expensive side. However, you get what you pay for, so the value is certainly there.

Pros

The ability to do whatever I think of, I can do

Cons

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Pros

The forecasting functionality was solid.

Cons

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

Pros

Ease of use!
Recording all calls after an easy login

Cons

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

Pros

Easy management, set up, functionality and use

Cons

RIng Central Support team was inept, some of the reporting is clunky

Pros

easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features.

Cons

laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail.

Pros

Ease of use, reporting stack and the support from the TAMs

Cons

I think QMA could be better regarding plans and reporting.

Pros

The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive.

Cons

Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.

Pros

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

Cons

There can be some minor connection issues every now and then, but nothing too intense.

Pros

nice interface easy to use and very straight forward.

Cons

lacks features of other competitors. Needs to be more robust.

Pros

I like that it handles both incoming and outgoing calls for us.

Cons

It's annoying when it crashes, but if it does- their support team helps you get back up and running.

Pros

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Pros

I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.

Cons

Not much, but I would like to see additional training on areas like Studio.

Pros

The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Cons

Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.

Pros

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Cons

Tech support can take a little longer to get a case worked when something does come up

Alternatives Considered

Reasons for Choosing CXone Mpower

Switched From

Reasons for Switching to CXone Mpower

Pros

It is providing all services in a bundle at a plateform.

Cons

Dependcies on other vendor for new requirement.

Pros

wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform.

Cons

Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone.

Pros

This is a complete cloud solution which enables us to have the latest and greatest solution available

Cons

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken

Alternatives Considered

Reasons for Choosing CXone Mpower

Switched From

Pros

Ease of use. Integrates well with our systems.

Cons

No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long.

Pros

Everything is integrated and intuitive to use and the support from the community and staff is incredible.

Cons

Quality Management had a bit of a learning curve,

Pros

Easier navigation, schedule plotting, updated attendance and adherance purposes.

Cons

None so far. Perfectly created for schedule keeping.

Pros

The thing that I really like is that it is used to check my schedule on my work everyday.

Cons

The thing that I least like about NICE Cxone is the color scheme of the site.

Pros

You can manage your call using this application.

Cons

Maybe the design of the application, IT is old unlike in other