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CXone Mpower
What Is CXone Mpower?
NICE CXone Mpower is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement.
With NICE CXone Mpower, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.
Who Uses CXone Mpower?
Organizations of all sizes that need to deliver exceptional voice, digital, and self-service customer experiences across all interaction channels.
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Reviews of CXone Mpower
Great client's and customer experience
Comments: implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.
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.
One Stop Solution
Comments: Worth trying if you are looking for a contact center solution to manage your all needs.
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
Avaya CMS is better
Comments: RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work.
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.
Great Product
Pros:
Easy management, set up, functionality and use
Cons:
RIng Central Support team was inept, some of the reporting is clunky
You CAN'T Go Wrong with NICE CXOne!!!
Comments: LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!
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!!!
NICE Response
5 months ago
Thank you so much for taking the time to share your feedback! We are so glad to hear how happy you are with the features and ROI you are realizing with NICE CXone.
