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NICE CXone Mpower Reviews & Product Details - Page 5

NICE CXone Mpower Overview

What is NICE CXone Mpower?

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone Mpower, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com

NICE CXone Mpower Details
Product Website
Languages Supported
Arabic, Bulgarian, Czech, Danish, German, Greek, English, French, Croatian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Chinese (Simplified), Chinese (Traditional)
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Product Description

NICE CXone Mpower automates end-to-end customer service—enabling organizations to boost satisfaction and efficiency while reducing costs at unprecedented scale. Move beyond traditional inbound customer service and into proactive AI-powered customer experiences. As the ultimate AI hyper-platform, CXone Mpower seamlessly orchestrates workflows, agents, and knowledge across every CX touchpoint. Connect front- and back-office workflows. Optimize enterprise-wide knowledge. Increase productivity with AI agents and augmented human agents. Unlike traditional CCaaS and inflexible point-solutions, CXone Mpower provides the most comprehensive applications portfolio, an open framework for integration, and Enlighten—CX-specific AI trained on the industry’s largest labeled and validated CX dataset — for organizations to design, build and operate every element of customer service.

How do you position yourself against your competitors?

CXone Mpower offers the industry's most complete set of capabilities for contact center as a service and workforce engagement, plus 1,000+ AI models all natively integrated into one, robust, scalable, and secure platform, serving organizations of all sizes.

CXone Mpower is a highly composable and customizable platform with over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace. Our CRM integrations are industry-leading.

As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.


Seller Details
Seller
NICE
Company Website
Year Founded
1986
HQ Location
Hoboken, New Jersey
Twitter
@NICELtd
14,430 Twitter followers
LinkedIn® Page
www.linkedin.com
12,164 employees on LinkedIn®
Ownership
NASDAQ: NICE
Total Revenue (USD mm)
$1,583
Description

NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over
5,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.


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Overview Provided by:

Recent NICE CXone Mpower Reviews

Verified User
A
Verified UserSmall-Business (50 or fewer emp.)
4.0 out of 5
"Great product!"
The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail.
Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.0 out of 5
"Great tool, unsurpassed support"
The quality and speed of the support I receive.
Verified User
U
Verified UserSmall-Business (50 or fewer emp.)
5.0 out of 5
"Extremely Helpful"
It's resourceful and helpful when looking for valuable information.
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NICE CXone Mpower Media

NICE CXone Mpower Demo - CXone Mpower Dashboard
Experience a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower dashboard provides seamless aggregation of both real-time and historical cross-domain data.
NICE CXone Mpower Demo - CXone Mpower Interaction Analytics
Use CXone Mpower Interaction Analytics to get actionable insights from every voice, digital, and self-service customer interaction.
NICE CXone Mpower Demo - CXone Mpower Performance Management
CXone Mpower Performance Management aligns employee performance, contact center goals, and customer expectations with continuous improvement.
NICE CXone Mpower Demo - CXone Mpower Studio
CXone Mpower Studio is an intuitive, visual yet powerful tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.
NICE CXone Mpower Demo - CXone Mpower Workforce Management
Anticipate business demands and optimize your workforce with CXone Mpower Workforce Management, the industry’s most intelligent and accurate omnichannel forecasting and scheduling engine.
Discover NICE CXone Mpower
Play NICE CXone Mpower Video
Discover NICE CXone Mpower
NICE CXone Mpower Demo
Play NICE CXone Mpower Video
NICE CXone Mpower Demo

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Video Reviews

1,635 NICE CXone Mpower Reviews

4.3 out of 5
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1,635 NICE CXone Mpower Reviews
4.3 out of 5
1,635 NICE CXone Mpower Reviews
4.3 out of 5

NICE CXone Mpower Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for NICE CXone MpowerQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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G2 reviews are authentic and verified.
Verified User in Hospital & Health Care
UH
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

I like that the UI is relatively straight forward compared to other CRMS. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

The troubleshooting is very complicated. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

Call logs, call branding and tracking, etc. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NICE CXone Mpower

We appreciate your positive feedback about the straightforward UI of NICE CXone. We understand the challenges with troubleshooting and are continuously working to simplify this process for our users.

Verified User in Entertainment
AE
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about NICE CXone Mpower?

Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed, Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

Allows my organization to receive and respount to inbound contacts, IVR is allows my organization to route items efficiently and deflect for self-service opportunities. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NICE CXone Mpower

It's great to hear that NICE CXone is helping your organization efficiently handle inbound contacts and utilize IVR for effective routing and self-service opportunities. Thanks for the review.

JP
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

Having the system select calls for evaluations is great! The WFM program is really easy to use too. Accessing reports enables me to make better decisions. Review collected by and hosted on G2.com.

Ciana F.
CF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about NICE CXone Mpower?

Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

I dont need to use the physical desk phone to dial and log in. All I need to do is open my computer, log-in my credentials. if I need to call someone no need to press a phone key pad, I can easily do it on my pc. Review collected by and hosted on G2.com.

SM
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

Scripting allows us to satisfy a lot of use cases for our business that is always experiementing. Quality Management, Analytics, Performance Management, Revamped Customer Community, and Dojo are some of the applications I like the most. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

The reporting application is useful and has a lot of information that is useful for managing contact centers: however, it does crashes often and it's slow during peak times. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

The efficient operation of our International and Domestic contact centers. Review collected by and hosted on G2.com.

JB
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

NICE CXOne has allowed use move our counselors to a remote environment. This immediately solved our space issues. But it also allowed us to continue operations easily during the pandemic and during weather emergencies. Review collected by and hosted on G2.com.

JW
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

InCOntact Cxone allows us to make changes daily to suit our partner's needs. Review collected by and hosted on G2.com.

NB
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about NICE CXone Mpower?

Versatile IVR system. Pre-built reports make reporting easy, but you have access to vast amount of data if needed, The browser based Max agent is easy for the agents to use. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

Workforce management can be a bit confusing to setup and maintain and I would like a application based version of the max agent. Getting support for small issues can be difficult. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

Nice inContact is a real all in one experience for us. It handles all aspects of our contact center from WFM to Quality Management. Review collected by and hosted on G2.com.

Nicole W.
NW
P
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about NICE CXone Mpower?

It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

I don't like how you can't use any of the extensions in Chrome on the MAX window (it is a locked pop-up) This means my headphones do not work with this software properly. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

This far I am not aware of any specific problems Nice is solving but they do enable us to operate relatively smoothly. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best about NICE CXone Mpower?

The reporting can be nice when it works. Our TAM is great, but we literally are paying someone to be our advocate and squeaky wheel to a company we are paying money to for their service. There is so much potential with this product but it has not lived up to expectations. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone Mpower?

The support is lacking. It's never their fault. They pass the blame on to everything BUT their system. I wish their support would provide more details on how to troubleshoot and fix something. Review collected by and hosted on G2.com.

What problems is NICE CXone Mpower solving and how is that benefiting you?

We thought they could solve for productivity, it is actually worse now. The agents have no faith in the product and it is a morale killer. The extra reporting we didn't have before was great. The WFM is decent. Review collected by and hosted on G2.com.