NiCE CXone Mpower Reviews & Product Details

- Handing over calls to external system using SIP based protocol supports here.

- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.

- We have integrated our Agent Assist product with Nice which was moderate difficult task.

- It support both chat and voice channel & we have both the solution in place.

- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat. Review collected by and hosted on G2.com.

This will be a bigger list.

- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.

- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.

- There is no public case generation portal. I have not found any.(This is a very crucial miss)

- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.

- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available. Review collected by and hosted on G2.com.

What I like best about NiCE CXone Mpower is its intuitive interface and smooth integration with daily workflows. It centralizes communication tools in one place, making it easier to manage customer interactions efficiently. The platform is also stable and reliable, which reduces downtime and improves overall productivity. Review collected by and hosted on G2.com.

While NiCE CXone Mpower is overall reliable, there are occasional delays when switching between features, and the reporting tools could offer more customization. These are minor issues, but improvements in speed and flexibility would make the experience even better. Review collected by and hosted on G2.com.

Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL. Review collected by and hosted on G2.com.

I would like to see additional options for dashboard customization. I like the feature of being able to highlight certain metrics to stand out, but I would like to see more features to manage SVL and agents overall. Review collected by and hosted on G2.com.

What I like best is it’s very easy to navigate. It’s easy to look at different things as you can pull up multiple tabs. It’s easy to get around. It’s easy to add tabs or to add different things add different widgets so that’s the main thing that I like. Review collected by and hosted on G2.com.

I think the only thing I do not like is that sometimes it times out even though I’m on it times out, but other than it timing out, it is actually a great tool to use and to have Review collected by and hosted on G2.com.

I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs. Review collected by and hosted on G2.com.

Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur. Review collected by and hosted on G2.com.

I like that its intuitive interface makes it easy for new employees to understand, offering different features tailored to their needs. The app makes call management simple and has very useful features. It has all the necessary features to provide excellent customer service. Review collected by and hosted on G2.com.

At first, it's a bit complex compared to other solutions and ca be a bit overwhelming. There are sometimes delays in the information, I think the native reports could be improved. Review collected by and hosted on G2.com.

NICE CXone Mpower is always clear and reliable, which is crucial for maintaining professional communication with our customers. It also offers a seamless, cloud-based calling experience with an intuitive interface and useful features such as all routing and analytics. Review collected by and hosted on G2.com.

Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service department directly. Review collected by and hosted on G2.com.

Good technical documentation with clearly defined API Review collected by and hosted on G2.com.

Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces Review collected by and hosted on G2.com.

We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful. Review collected by and hosted on G2.com.

Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated. Review collected by and hosted on G2.com.

Easy to use interface, quick setup, good quality Review collected by and hosted on G2.com.

Laggy, crashes, and cannot be used on slow internet Review collected by and hosted on G2.com.