NICE CXone Mpower Features
What are the features of NICE CXone Mpower?
Channels
- Voice
- Web Chat
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
- IVR
- Inbound Screen Pop
- Persistent Data
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
Top Rated NICE CXone Mpower Alternatives
NICE CXone Mpower Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 10 NICE CXone Mpower reviews. | 92% (Based on 10 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data | |
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. 25 reviewers of NICE CXone Mpower have provided feedback on this feature. | 87% (Based on 25 reviews) | |
Mobile Access | As reported in 23 NICE CXone Mpower reviews. Allows users to access the software using mobile devices. | 75% (Based on 23 reviews) | |
Queue Management | Provides queue management in case of increase in case/call inflow. This feature was mentioned in 27 NICE CXone Mpower reviews. | 94% (Based on 27 reviews) | |
Call Routing | Based on 29 NICE CXone Mpower reviews. Allows distribution of incoming calls to agents. | 94% (Based on 29 reviews) | |
Call Back | As reported in 26 NICE CXone Mpower reviews. Allows users to request a call back. | 92% (Based on 26 reviews) | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. This feature was mentioned in 25 NICE CXone Mpower reviews. | 96% (Based on 25 reviews) | |
Automatic Call Distribution | As reported in 29 NICE CXone Mpower reviews. Allows automatic distribution of incoming calls to the agents. | 96% (Based on 29 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Dialing Options
Preview Dialing | Based on 299 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins. | 90% (Based on 299 reviews) | |
Progressive Dialing | Based on 272 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | 90% (Based on 272 reviews) | |
Predictive Dialer | Based on 267 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call. | 89% (Based on 267 reviews) |
Agent Tools
Omnichannel | Based on 248 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call. | 89% (Based on 248 reviews) | |
Whisper Coaching | Based on 249 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time. | 91% (Based on 249 reviews) | |
Callback Scheduling | Based on 261 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves. | 90% (Based on 261 reviews) | |
Call Recording | Based on 296 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 92% (Based on 296 reviews) |
Automation
Voice Activity Detection | Based on 220 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine. | 88% (Based on 220 reviews) | |
Voice Broadcast | Based on 217 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered. | 90% (Based on 217 reviews) | |
Interactive Voice Response (IVR) | Based on 235 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 91% (Based on 235 reviews) | |
Call Scrubbing | Based on 197 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | 89% (Based on 197 reviews) | |
API / Integrations | Based on 229 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 90% (Based on 229 reviews) | |
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents | Not enough data | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | Not enough data | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | Not enough data |
Administration
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | Not enough data | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs | Not enough data | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests | Not enough data | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took | Not enough data | |
Automation | Based on 220 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks | 90% (Based on 220 reviews) | |
Performance Analysis | Based on 263 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance. | 92% (Based on 263 reviews) | |
Dashboards | Based on 284 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with. | 91% (Based on 284 reviews) | |
Forecasting | Based on 214 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data. | 88% (Based on 214 reviews) | |
Intraday Management | Based on 218 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 90% (Based on 218 reviews) | |
Scheduling | Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages | Not enough data | |
Triggered Notifications | Provides the ability to automate notifications based on user behavior | Not enough data | |
Segmentation | Ability to segment audiences based on device type, location, demographics, customer behavior, etc. | Not enough data | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) | Not enough data |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. | Not enough data | |
Data Governance | Ensures user access management, data lineage, and data encryption | Not enough data | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | Not enough data | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. | Not enough data |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. | Not enough data | |
Data Transport | Protects data with some form of encryption as it leaves your secure or local network. | Not enough data | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. | Not enough data | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions This feature was mentioned in 251 NICE CXone Mpower reviews. | 90% (Based on 251 reviews) | |
Calibration | As reported in 235 NICE CXone Mpower reviews. Offers features for maintaining fair and consistent scoring | 90% (Based on 235 reviews) | |
Reports | Based on 260 NICE CXone Mpower reviews. Generates quality and performance reports | 88% (Based on 260 reviews) |
Engagement
Feedback | Based on 236 NICE CXone Mpower reviews. Tools for providing personalized feedback and coaching sessions | 90% (Based on 236 reviews) | |
Dashboards | Based on 248 NICE CXone Mpower reviews. Provides a centralized dashboard for agents to view their scores and feedback | 90% (Based on 248 reviews) | |
Training | Based on 236 NICE CXone Mpower reviews. Tools for educating and training agents | 88% (Based on 236 reviews) |
Performance
Integrations | Based on 235 NICE CXone Mpower reviews. Integrates with other customer service or CRM software | 89% (Based on 235 reviews) | |
Compliance | As reported in 254 NICE CXone Mpower reviews. Helps ensure customer privacy and data protection | 92% (Based on 254 reviews) |
Channels
Voice | Based on 594 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Provides voice call functionality. | 91% (Based on 594 reviews) | |
Social | Based on 316 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels. | 85% (Based on 316 reviews) | |
Web Chat | Based on 337 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site. | 85% (Based on 337 reviews) | |
Mobile SMS | Based on 276 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions. | 83% (Based on 276 reviews) | |
Based on 333 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails. | 85% (Based on 333 reviews) |
Functions
Session Routing | Based on 629 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 88% (Based on 629 reviews) | |
Session Queuing | Based on 666 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 90% (Based on 666 reviews) | |
Concurrent Calling | Based on 522 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 89% (Based on 522 reviews) | |
Speech Analytics | Based on 367 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones. | 87% (Based on 367 reviews) | |
Auto Dialer | Based on 430 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use. | 88% (Based on 430 reviews) | |
IVR | Based on 525 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Includes an interactive phone menu. | 90% (Based on 525 reviews) | |
Inbound Screen Pop | Based on 525 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data. | 88% (Based on 525 reviews) | |
Persistent Data | Based on 473 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses. | 87% (Based on 473 reviews) |
Administrative
Session Summary Notes | Based on 495 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 86% (Based on 495 reviews) | |
Administrator Access | Based on 514 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 89% (Based on 514 reviews) | |
Reporting & Dashboards | Based on 610 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 86% (Based on 610 reviews) | |
Session Recording | Based on 483 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 91% (Based on 483 reviews) | |
Agent Scheduling and Assignment | Based on 410 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 90% (Based on 410 reviews) | |
Call Recording | As reported in 28 NICE CXone Mpower reviews. Allows supervisors/managers to record and review telephone conversations of agents. | 96% (Based on 28 reviews) | |
Reporting & Dashboards | As reported in 29 NICE CXone Mpower reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 93% (Based on 29 reviews) |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles | Not enough data | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content | Not enough data | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement | Not enough data |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | Not enough data | |
Suggestions | Analyzes customer support tickets or conversations to suggest relevant knowledge articles | Not enough data | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | Not enough data | |
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS | Not enough data | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | Not enough data |
Workforce Management
Agent Availability | Based on 281 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules. | 93% (Based on 281 reviews) | |
Skills Management | Based on 272 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | 93% (Based on 272 reviews) | |
Shift Scheduling | Based on 221 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 90% (Based on 221 reviews) | |
Agent Self-Service | Based on 221 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts. | 91% (Based on 221 reviews) | |
Mobile Access | Based on 173 NICE CXone Mpower reviews and verified by the G2 Product R&D team. Allows users to access the software using mobile devices. | 86% (Based on 173 reviews) | |
Call Monitoring | As reported in 28 NICE CXone Mpower reviews. Allow managers/supervisors to monitor calls for quality assurance purposes. | 95% (Based on 28 reviews) | |
Performance Evaluation | Based on 26 NICE CXone Mpower reviews. Allows managers/supervisors to evaluate the performance of agents. | 92% (Based on 26 reviews) |
Messaging Channels
SMS Messaging | Ability to send reminders via SMS messaging to a mobile device | Not enough data | |
Ability to send proactive notifications via email | Not enough data | ||
Voice Messaging | Ability to send reminders via voice messaging | Not enough data | |
Two way messaging | Ability to support a two way messaging/conversation between customer and customer support agent | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | Not enough data | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages | Not enough data | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | Not enough data |
Generative AI
AI Text-to-Speech | As reported in 37 NICE CXone Mpower reviews. Simulates human-like speech from text inputs. | 67% (Based on 37 reviews) | |
AI Text Generation | Based on 16 NICE CXone Mpower reviews. Allows users to generate text based on a text prompt. | 50% (Based on 16 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 16 reviewers of NICE CXone Mpower have provided feedback on this feature. | 52% (Based on 16 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
