NiCE CXone Reviews & Product Details

I do like this part of the NiCE CXone system. It's quick and fast and doesn't really lag unless you're on a call. It is an easy system to navigate. The initial setup is pretty easy. Review collected by and hosted on G2.com.

I don't like that the calls on NiCE CXone sometimes break down or drop randomly. It's frustrating because it's not just me; other agents experience this as well, so I'm sure it's not a network issue. The app also doesn't work well with VDI sessions, which makes it inconvenient. Review collected by and hosted on G2.com.

Cxone helps us make calls and also keeps our schedules saved. Previously, we had to use two different apps to handle these two tasks. Review collected by and hosted on G2.com.

We don’t receive any notifications or alerts when there’s a change to the schedule or our working status, so it’s easy to miss important updates. Review collected by and hosted on G2.com.

- 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.

The ability to see what leads were remaining and how many were queued up for dialing Review collected by and hosted on G2.com.

Reporting was hard to understand. Was getting better but still worst part Review collected by and hosted on G2.com.

I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the day to reach out to our customers. Review collected by and hosted on G2.com.

It can be it bit difficult to use when the system is experiencing glitching. Review collected by and hosted on G2.com.

The helpful about Nice is that I can easly manage my schedule and my availability. Review collected by and hosted on G2.com.

The least hhelpful about Nice is the alert dateson the left side, it's not allowing me to choose the specific date for my previous schedule. 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.

NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner. There are several options for sorting and pulling applicable calls for situational awareness. Review collected by and hosted on G2.com.

NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time. Review collected by and hosted on G2.com.