Product(s): CXone Mpower
Overall Comment:"Overall the experience has been good. We've had the kinds of challenges any large vendor implementation is prone to-- staff turnover, product changes, sales promises versus operational reality. The NICE team is committed to making it right when they have a service issue, and for the most part we are very happy with our purchase. We purchased many of the CXOne Mpower suite modules. "
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.
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 Their self-paced curriculum in the "Dojo" is often outdated and not adequate to teach the connections and intricacies of a complex system.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.