NICE CXone Mpower Reviews & Product Details

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.

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.

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.

What I liked the most is that it is easy to use and allows you to control the call volume and is great for calls and just makes it easy to receive calls and also the control panel is good and data analysis on top of that to keep track of login. Review collected by and hosted on G2.com.

Some functions are somewhat confusing due to lack of documentation and training. Review collected by and hosted on G2.com.

What I liked is that it is easy to implement and the interface is easy to use. Also, I like the features for our business, the easy access to data, it is stable and has no outages. It also improves performance issues. Review collected by and hosted on G2.com.

Nothing negative to say about NICE CXone, everything is going very well so far. Review collected by and hosted on G2.com.

The best thing about this great tool is its great call routing capability and flexibility with the actual call options. On the other hand, the interface is good, easy to use and you can move comfortably through its system. Review collected by and hosted on G2.com.

I think they should improve their technical support and response times. Review collected by and hosted on G2.com.

The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary. Review collected by and hosted on G2.com.

Not really any downside. Maybe that add-ons are relatively expensive. Review collected by and hosted on G2.com.

The quality and speed of the support I receive. Review collected by and hosted on G2.com.

The reports are a little difficult to navigate. I"ve tried to match the predesigned reports against a custom report with the same data, but it doesn't come up the same. (I think there's a timeframe issue.) Review collected by and hosted on G2.com.

It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it. Review collected by and hosted on G2.com.

Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet. Review collected by and hosted on G2.com.