NICE CXone Mpower Description

NICE CXone Mpower is an AI-powered customer service automation platform that integrates workflows, agents, and knowledge into a cohesive, scalable system. It allows businesses to create and manage seamless end-to-end workflows, enhancing collaboration between customer support teams and back-office operations. The platform leverages AI-driven virtual agents and copilots to boost efficiency by utilizing historical interaction data for smarter automation and improved agent performance. By consolidating data, AI models, and knowledge into a unified framework, CXone Mpower delivers secure, intelligent, and personalized customer interactions that drive operational excellence.

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Integrations

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Reviews - 2 Verified Reviews

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ease
features
design
support
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Company Details

Company:
NICE
Year Founded:
1986
Headquarters:
United States
Website:
www.nice.com
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Product Details

Platforms
SaaS
Type of Training
Documentation
Live Online
Webinars
In Person
Customer Support
Phone Support
24/7 Live Support
Online

NICE CXone Mpower Features and Options

Help Desk Software

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

Call Center Software

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Customer Service Software

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Call Recording Software

Archiving
Call Sharing
Distributed Call Recording
Event Triggered Recording
File Transfer
Instant Retrieval
On-Demand Recording
Recording Bookmarking
Scheduled Recording
Screen Activity Recording
Video Call Recording

Predictive Dialer Software

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management

Telephony Software

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

IVR Software

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Workforce Management Software

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Auto Dialer Software

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Knowledge Management Software

Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal

Workforce Optimization (WFO) Software

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

NICE CXone Mpower Lists

NICE CXone Mpower User Reviews

Write a Review
  • Name: Max S.
    Job Title: Contact Center enigeer
    Length of product use: 1-2 Years
    Used How Often?: Monthly
    Role: User, Administrator
    Organization Size: 26 - 99
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    CX one and Salesforce go hand and hand!

    Date: Feb 19 2021

    Summary: Overall, Nice is a great product but can be expensive for most companies. I would recommend this platform to the enterprise level.

    Positive: Reporting has been very easy to use and always accurate. The reports also offer really nice graphical interfaces to make it easy for the user. The dashboards are really easy to configure.

    Negative: The auto reports it generates are really not so easy to digest. I think the auto-generated reports can use some work to look like their other data charts. Spreadsheets are boring and some color and graphs will add some excitement.

    Read More...
  • Name: Anonymous (Verified)
    Job Title: SMM Manager
    Length of product use: Free Trial
    Used How Often?: Weekly
    Role: User
    Organization Size: 100 - 499
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    Call centre tool

    Date: Aug 25 2020

    Summary: Very much reliable, secure, flexible and affordable software. Easy to setup. AI based software. Customer support teams are very responsive. Good software for small company. Increases productivity. Very easy to understand and use. User friendly interface.

    Positive: NICE inContact helps in optimising workforce, routing, automation and analytics. Very fast responder and act smarter. Scalable and Secure tool. Our team performance has been improved. Easily integrate with CRM. Distribute calls automatically.

    Negative: Very easy to use and navigate. No cons till now found.

    Read More...
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