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.

The staff you will encounter within the NICE team is beyond knowledgeable about their product and even more confident in its ability. There is a wealth of resources and team member from the TAM (technical account manager) to the IM (Implementation Manager), and everyone in between is able to quickly gather additional resources when necessary. The ease of use and accessibility. In addition, the increases in efficiencies and the ability to continually optimize process is outstanding! Working through 3 different LOBs to bring NICE technology on during a global pandemic was challenging, but the implementation team has made this transition seamless and smooth! Bridging any training gap due to working remotely was practically diminished due to the knowledgeable and confident staff at NICE. Each module brings a fuller picture of how our company uses (and needed) this technology platform to enhance our customer experience. Our Users are happier having a one stop shop for their daily role, and our Leadership team can check adherence, stats, QA and coaching all from one easy to use platform. In addition, the fact that Admins can get trained and efficient in Studio Scripting allows the business unit to self-serve and be the master of its own fate so to speak. Being able to effectively optimize process on a moment's notice is pivotal to brining in new enhancements.

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 Their self-paced curriculum in the Dojo is often outdated and not adequate to teach the connections and intricacies of a complex system.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.

There has been nothing we have come up against that is worthy of a dislike. Any opportunity we have found while working in discovery, development, or even after launch was met with resources, teamwork and partnership in finding the best solutions for our company!