We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
NICE CXone Mpower
NICEExternal reviews
12 reviews
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External reviews are not included in the AWS star rating for the product.
Real-time adjustments enhance call management, though pricing needs improvement
What is our primary use case?
What is most valuable?
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
What needs improvement?
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
For how long have I used the solution?
We've had experience with this product since 2020.
How are customer service and support?
The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
The solution I'm most familiar with is NICE CXone.
What other advice do I have?
I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.
Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.
I rate NICE CXone a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Flexibility and control allow users to build and manage their environments efficiently
What is our primary use case?
We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available.
We build our own systems with NICE CXone. We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system.
We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.
How has it helped my organization?
We've started exploring AI capabilities with NICE CXone. We have several other tools that we're researching for AI implementation. We have not fully launched our AI product because we want to ensure proper guardrails are in place. Currently, we are focusing on call summaries and updating our CRMs with these summaries. We are not implementing next-best actions for our agents at this time as we're trying to maintain control.
What is most valuable?
The solution is very similar to what we had previously with Genesis. We wanted to maintain that solution while gaining more flexibility when adding new features such as AI components, which is considerably easier now.
The control aspect has been particularly beneficial. We are able to control how we utilize our CCaaS platform. We built our own CCaaS platform using NICE CXone in our AWS environment. This control was a significant benefit of NICE CXone.
The system is very flexible and powerful, especially for organizations wanting to control their environment. While Amazon Connect is effective, NICE CXone requires less work with its easier portal to configure the ACD and different users. NICE CXone provides better flexibility to build your environment with a cleaner UI for environment control.
The solution provides opportunities to connect with various carriers, unlike Amazon Connect. Amazon Connect doesn't offer the same level of control into ACD or SBCs.
What needs improvement?
We need more control over the AWS side of NICE CXone as that's the only area where we lack control. We should have more control over our AWS implementation instead of relying on connections and controls from NICE CXone to AWS. They currently have excessive control in that area.
I would need to examine other aspects of social media integration for NICE CXone and their control mechanisms. They are expanding into platforms such as WhatsApp, Facebook, and Instagram. I'm interested in researching if we can communicate through NICE CXone when someone discusses our brand on these platforms.
For how long have I used the solution?
I've been working with NICE CXone for four years.
What was my experience with deployment of the solution?
The deployment was straightforward. For a smaller organization, it would be simple to stand up and launch. However, within our organization, which is complex and heavily regulated, we added complications due to compliance requirements. It wasn't NICE CXone's fault that it became complicated. In general, the deployment of NICE CXone is straightforward and easy.
What do I think about the stability of the solution?
We experienced a significant outage when someone at NICE CXone brought our system down. This incident highlighted our desire for more control. The incident escalated to C-level involvement to resolve the situation.
In general, the stability is good. We have our own technical account manager and substantial visibility. We maintain a good working relationship with NICE CXone, and their technical support is effective.
How are customer service and support?
The customer service is generally good. We have our own technical account manager which provides us with substantial visibility. We work effectively with NICE CXone and their technical support is reliable.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We received an attractive deal when NICE CXone introduced their inContact solution. We knew we wanted to transition from our on-premises Genesis solution.
Genesis was just launching their cloud solution while NICE CXone was more mature at that time. This maturity was a key decision-making factor along with pricing. Genesis, despite us being an existing client, didn't offer competitive pricing.
How was the initial setup?
For a smaller organization, keeping the out-of-the-box configuration would make deployment easier. The deployment of NICE CXone is straightforward and simple.
What was our ROI?
While specific numbers aren't available, comparing our previous costs with Genesis, there is definitely a return on investment. We are achieving cost savings compared to our previous Genesis expenses.
What other advice do I have?
We utilize the analytics tools within NICE CXone while also employing our own tools. We scrape our data and use our own analytics tools alongside NICE CXone's insights, which help inform our contact center decisions.
We are implementing Enterprise Strategic Planning (ESP). For workforce management, considering all our different channels, it's beneficial to monitor agent breaks, volume increases, and plan agent scheduling accordingly.
On a scale of 1-10, I rate NICE CXone a 9.
Which deployment model are you using for this solution?
Other
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Improved efficiency with browser-based call handling and efficient scripting tools
What is our primary use case?
I use NICE CXone for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to NICE CXone, I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.
What is most valuable?
The features of NICE CXone that I find most valuable include the CXone Studio, which is an impactful scripting tool that makes it easy to build call flows. Additionally, the switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency. The high availability of WebRTC applications, whether with NICE or Genesys, is an essential improvement.
What needs improvement?
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.
For how long have I used the solution?
I have been working with NICE CXone for approximately six years.
What was my experience with deployment of the solution?
The initial installation of NICE CXone was easy, but the challenging part was the implementation, especially building call flows that require a lot of coding. People without a coding background may find this difficult. However, by working single-handedly, with some information from the business side, I managed to handle deployment tasks like creating user profiles.
What do I think about the stability of the solution?
I rate NICE CXone's stability as a seven. While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems. These challenges suggest that stability could be enhanced.
What do I think about the scalability of the solution?
I rate the scalability of NICE CXone as a nine. I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
How are customer service and support?
The technical support for NICE CXone is outstanding. I rate them a nine. For example, when I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I previously used Avaya, which is a telephone-based program not designed specifically for contact centers. With NICE CXone, I transitioned from an on-premises PBX technology to a cloud technology, addressing both contact center needs and potential cost savings.
How was the initial setup?
The initial setup of NICE CXone was straightforward. While the installation itself was easy, the actual implementation, particularly when building call flows that demand coding, proved more complex.
What about the implementation team?
I managed the deployment of NICE CXone single-handedly. Although I required some information from the business—such as user names and required skills—I carried out the implementation myself.
What was our ROI?
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it. This ease applies to all cloud technologies, including Genesys.
Which other solutions did I evaluate?
Before choosing NICE CXone, I evaluated solutions like Five9 and Genesys, but ultimately, the business opted for NICE CXone.
What other advice do I have?
Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancement of communication from NICE CXone about new features. Despite some room for improvement, it's a robust tool.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
What is our primary use case?
I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their product for new customers, and then partnered with them for another three years, doing integrations with Microsoft and Dynamics 365 and helping redevelop features like their dialer and list management
How has it helped my organization?
Since using CXone, I've noticed a huge improvement in consistency for the customer experience, especially in branding and service level management. The return on investment has been significant. We've reduced our labor and tech support needs—going from a team of 16-20 people to just 2-3, even with a large contact center. The platform also greatly improves the employee experience by simplifying their tools, allowing them to focus more on customers and less on navigating complex systems. This improvement in employee engagement ultimately enhances customer service.
What is most valuable?
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable.
In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
What needs improvement?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about updating them. The implementation process can be challenging, which seems to be a common issue across CCaaS vendors. As someone focused on reporting and numbers, I would like to see improvements in the reporting features. It’s good as it is, but there are opportunities to streamline and simplify it since creating custom reports often requires specialized knowledge and coding skills.
For how long have I used the solution?
About ten years ago, I started working with cloud platforms for contact centers when I was brought into a Silicon Valley startup. The person who ran their tech support, who used to work for me, asked me to join because, while he managed operations well, he didn't have experience with the infrastructure aspect. I evaluated several cloud platforms, including Interactive Intelligence (which got bought by Genesys), Five9, NICE, and InContact (which is now NICE CXone) and chose NICE CXone.
What other advice do I have?
Overall, I rate the solution an eight out of ten.
Easy to use but has some problems
What do you like best about the product?
I like the fact that the phone is contained in the computer and that traditional phones are no longer required.
What do you dislike about the product?
It often freezes making it difficult to take calls.
What problems is the product solving and how is that benefiting you?
Freezes quite often and can be slow.
Recommendations to others considering the product:
It's easy to use and enables easy access to coworkers to be able to transfer and make calls quickly.
Adequate but unimpressive
What do you like best about the product?
Interfaces are very intuitive though lacking data. Deployment team is very thorough, but watch out for change orders during deployment expanding price.
What do you dislike about the product?
Service performance is not as reliable as other platforms. Sales team promises beyond delivery capability. Support could be more responsive, especially when addressing performance issue escalations.
What problems is the product solving and how is that benefiting you?
Using IC to expand into international coverage for internal support services.
Recommendations to others considering the product:
Define requirements carefully and completely before purchasing to ensure a match.
Ease of reporting
What do you like best about the product?
I liked the ability to listen in to calls and change skills through the Supervisor module.
What do you dislike about the product?
Difficult to find out peak times and what was going on at that time.
What problems is the product solving and how is that benefiting you?
Better utilization of disposition codes and accountability of ones time.
Recommendations to others considering the product:
Easy to setup and work with. Regularly added new users, changed skills and pulled reports.
Tickets for issues were not as simple and were hard to get the right kind of help.
Tickets for issues were not as simple and were hard to get the right kind of help.
In contact with InContact?
What do you like best about the product?
The web version has a clean interface & easy to use while on the phone with candidates.
What do you dislike about the product?
I can get glitches that occur on a weekly basis- not being able to open in on a web browser that I like.
What problems is the product solving and how is that benefiting you?
You are easily able to transfer candidates to other users and leave voicemails.
InContact - Powerful cloud solution that fits all of your needs
What do you like best about the product?
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things with their software, such as allowing the scripting platform to look at incoming phone numbers and route them based on the origination place.
What do you dislike about the product?
The only thing I dislike is the fact that I do not have the ability to 'drag and drop' a call from a dashboard. If a call is holding in queue and we don't have sufficient agents available with that skill, it takes several clicks away to get that skill assigned to someone else. We woudl like to just grab the call and throw it at an agent, but we realize that is wishful thinking!
What problems is the product solving and how is that benefiting you?
We have been able to scale our business and handle large volumes of traffic by utilizing their software. We have purchased their new WFO software and we will be beta testing it very soon.
Recommendations to others considering the product:
100% recommend to others! The ease of use and easy setup will allow people who are not IT professionals by nature to also be able to setup and maintain the system.
No issues with InContact or it's Partners
What do you like best about the product?
The service you receive, the people are great and they actually care!
What do you dislike about the product?
There are times when it takes a while to get back to you.
What problems is the product solving and how is that benefiting you?
Business analytics
Recommendations to others considering the product:
NA at this time
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