CXone Mpower

I like that CXOne is very forward thinking, always enhancing and improving. Our teams love AutoSummary which is a newer offering we've implemented that automates note taking. The flexibility of routing via Studio scripting is another big plus. However, you do need to put staff into this effort and support them with training. We love their Interaction Analytics product and the dashboards.

It's a very robust tool offering WFM, Quality management and a lot of other features we haven't tapped into.

Features we have enabled so far that have improved our member experience include a silence option during hold (instead of hold music) which was very well received by our callers and has high uptake. Some areas of our business have launched call back features, both in queue and scheduled. We are about to launch pre-recorded messages that will provide our team the ability to leverage recordings in place of terms and conditions type scripting, allowing them to complete administrative work during this time and reducing after call work. The reskilling feature within the Supervisor console is easy to use and allows us to move agents where we need them quickly; this along with the bullseye routing allows us to direct calls and use our resources more efficiently.

I do not think their training program is adequate. Their self-paced curriculum in the Dojo is often outdated and not adequate to teach the connections and intricacies of a complex system. Their live training is uneven. We've had some really good trainers and a couple of duds. However, they were responsive and pulled the trainers we were dissatisfied with and gave us a new one that was excellent. The other thing, which is a pro and a con, is how quickly things are changing. They are adapting to new technology-- particularly AI-- which is good. But when you expend CapEx dollars on a project, you have to have return, and you aren't going to spend $ again when a next new shiny thing comes along right after you just finished implementing. They have to figure out how to make current customers whole when the new thing comes along and replaces the prior product or item.

We have had some truly awful TAMS and Technical support. We've also had some truly wonderful and amazing ones. They have very inconsistent knowledge and service levels in those roles. If you get a good one, you're set. If you get a bad one, you will struggle to get support, follow up and resolutions.

The limitations when integrated in the CRM pose a challenge. We have the ability to upgrade to a newer version and hope to see this offering become more robust in the future. Our contact centre requires the ability to take direct calls while in an offline state, this is challenging and requires workarounds in the integrated version of the platform. We are also unable to leverage some of the newest technology, like AI for our Supervisory team in this version.