NICE CXone Mpower Reviews & Product Details

What I like best is it’s very easy to navigate. It’s easy to look at different things as you can pull up multiple tabs. It’s easy to get around. It’s easy to add tabs or to add different things add different widgets so that’s the main thing that I like. Review collected by and hosted on G2.com.

I think the only thing I do not like is that sometimes it times out even though I’m on it times out, but other than it timing out, it is actually a great tool to use and to have Review collected by and hosted on G2.com.

What I first liked was its ease of use and its advanced features, including scheduling and the ability to generate visible reports on agent interactions with customers, quality management, and off-site activities. I love its fluidity and wide variety of functions. Review collected by and hosted on G2.com.

My only general issue was with setting up the control panels. Review collected by and hosted on G2.com.

We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful. Review collected by and hosted on G2.com.

Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes what happen is that the system got slow it makes that we need to spend more time trying to make it work. Review collected by and hosted on G2.com.

Nice Cxone is a user friendly and easy to use platform to meet organizational needs of different type. telephony, webchat, social media etc. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

User friendly easy to identify the change take place Review collected by and hosted on G2.com.

All good, because nice system so far it was not created any impact to our environment Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

the phone system is easy to use and navigate Review collected by and hosted on G2.com.

I am old school and would like to be able to pick up the phone and receive support when I need it Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

CXone has been much easier to use than several of our previous aplications. It's very intuitive and tasks can be done quickly. We've also experienced less down time than with our old systems. Adding an agent used to take me at least 20 minutes previously. Now it takes 5 or less minutes. Getting support is less annoying than with the last company we used as well. If something might impact the team, they let us know about it right away and give frequent progress updates, although we very seldom have been impacted. Review collected by and hosted on G2.com.

It's very succeptible to fluctuations in Internet. Since it's a browser based solution, if one agent is having issues, it's very hard to get support and suggestions for an individual, because if everyone else is working they assume it's not their problem. Review collected by and hosted on G2.com.