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NiCE CXone Mpower Features
What are the features of NiCE CXone Mpower?
Channels
- Voice
- Web Chat
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
- IVR
- Inbound Screen Pop
- Persistent Data
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
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NiCE CXone Mpower Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 11 NiCE CXone Mpower reviews. | 91% (Based on 11 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data | |
Omnichannel | Based on 32 NiCE CXone Mpower reviews. Allows inflow of requests through various digital channels such as email, social media, etc. | 86% (Based on 32 reviews) | |
Mobile Access | As reported in 27 NiCE CXone Mpower reviews. Allows users to access the software using mobile devices. | 75% (Based on 27 reviews) | |
Queue Management | Based on 34 NiCE CXone Mpower reviews. Provides queue management in case of increase in case/call inflow. | 88% (Based on 34 reviews) | |
Call Routing | Based on 38 NiCE CXone Mpower reviews. Allows distribution of incoming calls to agents. | 92% (Based on 38 reviews) | |
Call Back | Allows users to request a call back. 35 reviewers of NiCE CXone Mpower have provided feedback on this feature. | 86% (Based on 35 reviews) | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 31 reviewers of NiCE CXone Mpower have provided feedback on this feature. | 94% (Based on 31 reviews) | |
Automatic Call Distribution | Based on 37 NiCE CXone Mpower reviews. Allows automatic distribution of incoming calls to the agents. | 93% (Based on 37 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Dialing Options
Preview Dialing | Based on 310 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins. | 89% (Based on 310 reviews) | |
Progressive Dialing | Based on 286 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | 90% (Based on 286 reviews) | |
Predictive Dialer | Based on 277 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call. | 89% (Based on 277 reviews) |
Agent Tools
Omnichannel | Based on 258 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call. | 89% (Based on 258 reviews) | |
Whisper Coaching | Based on 262 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time. | 90% (Based on 262 reviews) | |
Callback Scheduling | Based on 275 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves. | 89% (Based on 275 reviews) | |
Call Recording | Based on 312 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 92% (Based on 312 reviews) |
Automation
Voice Activity Detection | Based on 229 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine. | 88% (Based on 229 reviews) | |
Voice Broadcast | Based on 223 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered. | 90% (Based on 223 reviews) | |
Interactive Voice Response (IVR) | Based on 246 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 90% (Based on 246 reviews) | |
Call Scrubbing | Based on 209 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | 89% (Based on 209 reviews) | |
API / Integrations | Based on 241 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 90% (Based on 241 reviews) | |
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents | Not enough data | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | Not enough data | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | Not enough data |
Administration
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | Not enough data | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs | Not enough data | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests | Not enough data | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took | Not enough data | |
Automation | Based on 229 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks | 89% (Based on 229 reviews) | |
Performance Analysis | Based on 270 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance. | 92% (Based on 270 reviews) | |
Dashboards | Based on 294 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with. | 90% (Based on 294 reviews) | |
Forecasting | Based on 219 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data. | 87% (Based on 219 reviews) | |
Intraday Management | Based on 226 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 90% (Based on 226 reviews) | |
Scheduling | Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages | Not enough data | |
Triggered Notifications | Provides the ability to automate notifications based on user behavior | Not enough data | |
Segmentation | Ability to segment audiences based on device type, location, demographics, customer behavior, etc. | Not enough data | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) | Not enough data |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. | Not enough data | |
Data Governance | Ensures user access management, data lineage, and data encryption | Not enough data | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | Not enough data | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. | Not enough data |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. | Not enough data | |
Data Transport | Protects data with some form of encryption as it leaves your secure or local network. | Not enough data | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. | Not enough data | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | Not enough data |
Quality Assurance
Evaluation | Based on 252 NiCE CXone Mpower reviews. Provides tools for evaluating customer interactions | 90% (Based on 252 reviews) | |
Calibration | As reported in 236 NiCE CXone Mpower reviews. Offers features for maintaining fair and consistent scoring | 90% (Based on 236 reviews) | |
Reports | Generates quality and performance reports This feature was mentioned in 261 NiCE CXone Mpower reviews. | 88% (Based on 261 reviews) |
Engagement
Feedback | As reported in 237 NiCE CXone Mpower reviews. Tools for providing personalized feedback and coaching sessions | 90% (Based on 237 reviews) | |
Dashboards | Based on 249 NiCE CXone Mpower reviews. Provides a centralized dashboard for agents to view their scores and feedback | 90% (Based on 249 reviews) | |
Training | As reported in 237 NiCE CXone Mpower reviews. Tools for educating and training agents | 88% (Based on 237 reviews) |
Performance
Integrations | As reported in 236 NiCE CXone Mpower reviews. Integrates with other customer service or CRM software | 89% (Based on 236 reviews) | |
Compliance | Helps ensure customer privacy and data protection This feature was mentioned in 255 NiCE CXone Mpower reviews. | 92% (Based on 255 reviews) |
Channels
Voice | Based on 619 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides voice call functionality. | 91% (Based on 619 reviews) | |
Social | Based on 321 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels. | 85% (Based on 321 reviews) | |
Web Chat | Based on 347 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site. | 85% (Based on 347 reviews) | |
Mobile SMS | Based on 291 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions. | 83% (Based on 291 reviews) | |
Based on 345 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails. | 85% (Based on 345 reviews) |
Functions
Session Routing | Based on 647 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 88% (Based on 647 reviews) | |
Session Queuing | Based on 685 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 90% (Based on 685 reviews) | |
Concurrent Calling | Based on 541 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 89% (Based on 541 reviews) | |
Speech Analytics | Based on 380 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones. | 87% (Based on 380 reviews) | |
Auto Dialer | Based on 451 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use. | 88% (Based on 451 reviews) | |
IVR | Based on 547 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Includes an interactive phone menu. | 90% (Based on 547 reviews) | |
Inbound Screen Pop | Based on 549 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data. | 88% (Based on 549 reviews) | |
Persistent Data | Based on 491 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses. | 87% (Based on 491 reviews) |
Administrative
Session Summary Notes | Based on 510 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 86% (Based on 510 reviews) | |
Administrator Access | Based on 540 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 89% (Based on 540 reviews) | |
Reporting & Dashboards | Based on 636 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 86% (Based on 636 reviews) | |
Session Recording | Based on 507 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 90% (Based on 507 reviews) | |
Agent Scheduling and Assignment | Based on 424 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 89% (Based on 424 reviews) | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. 38 reviewers of NiCE CXone Mpower have provided feedback on this feature. | 94% (Based on 38 reviews) | |
Reporting & Dashboards | As reported in 39 NiCE CXone Mpower reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 88% (Based on 39 reviews) |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles | Not enough data | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content | Not enough data | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement | Not enough data |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | Not enough data | |
Suggestions | Analyzes customer support tickets or conversations to suggest relevant knowledge articles | Not enough data | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | Not enough data | |
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS | Not enough data | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | Not enough data |
Workforce Management
Agent Availability | Based on 288 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules. | 93% (Based on 288 reviews) | |
Skills Management | Based on 279 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | 92% (Based on 279 reviews) | |
Shift Scheduling | Based on 225 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 89% (Based on 225 reviews) | |
Agent Self-Service | Based on 226 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts. | 90% (Based on 226 reviews) | |
Mobile Access | Based on 176 NiCE CXone Mpower reviews and verified by the G2 Product R&D team. Allows users to access the software using mobile devices. | 86% (Based on 176 reviews) | |
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 36 NiCE CXone Mpower reviews. | 94% (Based on 36 reviews) | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. 33 reviewers of NiCE CXone Mpower have provided feedback on this feature. | 90% (Based on 33 reviews) |
Messaging Channels
SMS Messaging | Ability to send reminders via SMS messaging to a mobile device | Not enough data | |
Ability to send proactive notifications via email | Not enough data | ||
Voice Messaging | Ability to send reminders via voice messaging | Not enough data | |
Two way messaging | Ability to support a two way messaging/conversation between customer and customer support agent | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | Not enough data | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages | Not enough data | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. This feature was mentioned in 42 NiCE CXone Mpower reviews. | 70% (Based on 42 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. 17 reviewers of NiCE CXone Mpower have provided feedback on this feature. | 52% (Based on 17 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 17 NiCE CXone Mpower reviews. | 54% (Based on 17 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Call Center Infrastructure (CCI)
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Contact Center
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Auto Dialer
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data |
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