NiCE CXone Mpower Features

Platform (13)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Allows users to customize chat colors, text, logos, and branding. 11 reviewers of NiCE CXone Mpower have provided feedback on this feature.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Integrates with other customer service software to improve support and enhance functionality
Reporting: Provides analytics tools that reveal important business metrics and track progress
Dashboards: Displays important metrics relating to performance
Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc. This feature was mentioned in 32 NiCE CXone Mpower reviews.
Mobile Access: Based on 27 NiCE CXone Mpower reviews. Allows users to access the software using mobile devices.
Queue Management: As reported in 34 NiCE CXone Mpower reviews. Provides queue management in case of increase in case/call inflow.
Call Routing: Allows distribution of incoming calls to agents. This feature was mentioned in 38 NiCE CXone Mpower reviews.
Call Back: Based on 35 NiCE CXone Mpower reviews. Allows users to request a call back.
IVR: As reported in 31 NiCE CXone Mpower reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents. This feature was mentioned in 37 NiCE CXone Mpower reviews.

Ticket and Case Management (8)

Ticket Creation User Experience: User Experience of creating and submitting a ticket
Ticket Response User Experience: User Experience of responding and receiving a response
Workflow: Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Central repository for account and contact information

Communication Channels (5)

Customer Portal: Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Make and receive calls directly in the application. Track and record calls for analysis.

Self-Service Experience (5)

Knowledge Base: Provides a repository of information that can be used by those seeking support.
Searchable Articles: Makes articles in the knowledge base searchable on the web.
Community Forums: Enables users to engage with other users to solve common issues.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices
Personalization: Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Dialing Options (3)

Preview Dialing: Based on 311 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 287 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Agent Tools (3)

Whisper Coaching: Based on 263 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.
Callback Scheduling: Based on 276 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.
Call Recording: Based on 313 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (9)

Voice Activity Detection: Based on 230 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.
Interactive Voice Response (IVR): Based on 247 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Based on 210 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.
Ticket Resolution: The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
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
Customer Interaction Automation: Allows users to automate responses to customer inquiries across various channels.
Feedback Collection: Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.
Document Processing: Allows users to automate the handling, processing, and management of documents.

Administration (15)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
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
Automation: Based on 230 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks
Performance Analysis: Based on 271 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.
Dashboards: Based on 295 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.
Forecasting: Based on 220 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.
Intraday Management: Based on 227 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.
Scheduling: Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages
Triggered Notifications: Provides the ability to automate notifications based on user behavior
Segmentation: Ability to segment audiences based on device type, location, demographics, customer behavior, etc.
Integrations: Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Compliance (4)

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.
Data Governance: Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Quality Assurance (3)

Engagement (3)

Performance (2)

Channels (5)

Voice: Based on 625 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Based on 326 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.
Web Chat: Based on 352 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.
Mobile SMS: Based on 296 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 350 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Functions (8)

Session Routing: Based on 653 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.
Session Queuing: Based on 691 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.
Concurrent Calling: Based on 547 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.
Speech Analytics: Based on 386 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 457 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 553 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 556 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 497 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.

Administrative (7)

Session Summary Notes: Based on 516 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.
Administrator Access: Based on 546 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.
Reporting & Dashboards: Based on 642 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.
Session Recording: Based on 513 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.
Agent Scheduling and Assignment: Based on 430 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.
Call Recording: As reported in 38 NiCE CXone Mpower reviews. Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 39 reviewers of NiCE CXone Mpower have provided feedback on this feature.

Knowledge Management (3)

Customer Support (6)

Intelligent Search: Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query
Suggestions: Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees: Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues
Text: Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: Comprehends human speech and can transcribe it to text for processing
Knowledge Base: The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

Workforce Management (7)

Agent Availability: Based on 289 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.
Skills Management: Based on 280 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.
Shift Scheduling: Based on 226 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.
Agent Self-Service: Based on 227 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.
Mobile Access: Based on 177 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows users to access the software using mobile devices.
Call Monitoring: As reported in 36 NiCE CXone Mpower reviews. Allow managers/supervisors to monitor calls for quality assurance purposes.
Performance Evaluation: As reported in 33 NiCE CXone Mpower reviews. Allows managers/supervisors to evaluate the performance of agents.

Messaging Channels (4)

Artificial Intelligence (3)

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
Language: Multilingual capabilities allow the AI to process inquiries from many languages
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

Generative AI (10)

AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs. This feature was mentioned in 48 NiCE CXone Mpower reviews.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 18 NiCE CXone Mpower reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. 18 reviewers of NiCE CXone Mpower have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.

Autonomy (4)

Independent Decision Making: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving: Allows the AI agent to identify and resolve issues without user intervention.

Customer Query Resolution - AI Customer Support Agents (5)

Automated Ticket Resolution: Allows the AI agent to autonomously resolve customer queries without human intervention.
Contextual Response Generation: Enables the AI agent to provide accurate answers based on the context of customer inquiries.
Sentiment Analysis: Allows the AI agent to analyze customer sentiment and adjust responses accordingly.
Knowledge Base Utilization: Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.
Multilingual Support: Provides users the ability to interact with the AI agent in multiple languages for global support.

Customer Interaction Automation - AI Customer Support Agents (4)

Proactive Customer Outreach: Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.
Feedback Collection: Provides users the ability to automate gathering and analyzing customer feedback after interactions.
Escalation Handling: Allows the AI agent to identify when issues require human intervention and escalate them appropriately.
Workflow Optimization: Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Call Center Infrastructure (CCI) (4)

Agentic AI - Contact Center (4)

Agentic AI - Help Desk (3)

Agentic AI - Auto Dialer (2)

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.