# Page 10 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - Is CXone Mpower the right Call Center solution for you? Explore 581 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews --- CXone Mpower 4.2 (581) [View alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 10 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 226-250 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Matthew W. IT Technician Information Technology and Services Used the software for: 1-2 years ### "Reliable Software" September 10, 2019 4.0 Pros The support and knowledge provided about the product is great. They help you understand all different aspects of the software. Cons Faultiness with the incontact agent. Bugs out sometimes. Review Source Response from NiCE September 25, 2019 Hi Matthew, Thank you for taking the time to write your review. We are working to continuously improve every aspect of the CXone agent. LD Lisa D. Supplier Performance & Relationship Mgr Insurance Used the software for: 2+ years ### "NICE InContact XCone feedback" August 27, 2019 4.0 Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well. Pros SaaS and it's integration capabilities with the other NICE products such as WFM, RTAM and Analytics. Cons The vendor still operates like 3 separate companies. Alternatives considered [Aspect Unified IP](https://www.capterra.com/p/212450/Alvaria/) Reason for choosing CXone Mpower The experience of executive leadership plus having the benefit of synergy with Nice, inContact and Nexidia. Switched from [Aspect Unified IP](https://www.capterra.com/p/212450/Alvaria/) Move to SaaS platform. Review Source Response from NiCE August 30, 2019 Hi Lisa, Thank you for your review. We're glad to hear that you are having a good experience. We will share your feedback with our teams. JB Joshua B. Customer Success Manager Computer Software Used the software for: 2+ years ### "From Rocky to Rockin'" February 13, 2017 4.0 We've been with inContact since 2013. Our initial start was very rocky. We had several staff/contact changes at inContact, inconsistent/conflicting information and instructions, and poor documentation. Since then, inContact has completely turned this around. This is thanks in large part to the excellent efforts of our Technical Account Manager and his team. His support is excellent and response time is great. Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend. My only complaint is that their site is still not mobile friendly which makes it hard to make changes, such as our hours of operation, on-the-go. Pros Technical Account Manager's support has been excellent. Features work well. Cons Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use. Review Source CG Cecelia G. Mortgage Collection Supervisor Professional Training & Coaching Used the software for: 2+ years ### "Record employees for training purpose and performance. Able to find call recordings when complaints" December 15, 2017 5.0 You can use the system for performance and customer complaints. Pros Able to use the call recording system to train employee(s) on quality calls to the homeowner. I was also able to find calls when the customer would call and compliant about the employee. It is a GREAT back up system for complaints, you can call the customer back and tell them you listen to the call and the situation did not happen or it did happen. Use the call recording for performance issues with a employee. You can also let the employee listen to the call and rate it and have discussion of their findings on the call. Good training tool. Cons When the system was down and you could not record a call that was necessary to go over with your employee. Review Source SW SHERYL W. Senior Information Technology Manager Information Technology and Services Used the software for: 2+ years ### "NICE is a great Support Tool" May 19, 2020 5.0 Great experience overall as we are able to connect to our live chat; our emails as well as offer call backs all from the inContact client. Pros We love the integrations it provides and the additional customization we have in place for our 300+ agents Cons The reporting feature is not the best and we were not able to retrieve it ourselves for quite some time. It has now changed. Reason for choosing CXone Mpower Because of the reviews and word of mouth from other organizations. Review Source Response from NiCE July 1, 2020 Thank you for your feedback, Sheryl! JB Jessica B. Supervisor Consumer Services Used the software for: 2+ years ### "Great functionality " October 4, 2019 5.0 I love the fact how user friendly it is Pros I like the fact that you can use email, chat, voice. You can also look over in one platform. I also like the fact that you can manage the severity of the account on which will be answered first. I love the fact that this can be used from home, bery convenient and efficient. Cons Sometimes it does not record a call and it always happens to be one that I need to review. Sometimes it also just doesn't record. Review Source Response from NiCE October 29, 2019 Thank you for the feedback Jessica! We are glad it is easy to use and efficient for you. EG Eric G. Creative Director Animation Used the software for: 2+ years ### "11/18/20" November 18, 2020 5.0 Pros It allows us to get our jobs done and these are little tech issues Cons Software looks out of date and lack customizability Review Source NC NATHAN C. Account Manager E-Learning Used the software for: 6-12 months ### "A Great Lightweight Software" March 2, 2021 5.0 We use it Daily to contact thousands of potential clients across the nation, but my favorite feature is the easy to use internal connections. This platform makes it incredibly easy to transfer clients between departments. Pros I love how easy it was to integrate this product with our SSO. It also is extremely lightweight and causes virtually no strain on our systems while being used daily company wide. Cons The only complaint I have is the actual interface could be a bit more intuitive, but once you figure it out it is easy to use. Review Source aR avelina R. csr Retail Used the software for: 2+ years ### "incontact is critical since it handles all of our calls" March 2, 2021 5.0 alot better since update Pros all of the easy to use features. callbacks Cons i dont like it when it lags but this is also Tempur systems Review Source JK Jelena K. Director, Customer Support Consumer Services Used the software for: 2+ years ### "inContact fan" September 26, 2019 4.0 I am very satisfied with inContact CXone Pros The ease of use and the UI and the reporting Cons I did not like thin agent, it was not good for the email, but MAX is something different, much much better email functionality Review Source Response from NiCE October 10, 2019 Thanks for your feedback, Jelena. Glad you like using MAX as part of CXone. David C. Scheduling Manager Logistics and Supply Chain Used the software for: 1-2 years ### "Decent Platform But Too Many Bugs" March 11, 2020 4.0 Pros The ability to have call groups and have calls sent directly to the people that need to handle them. Cons The bugs, customer support is not extremely helpful, the learning curve for the software is very steep as well. Review Source Response from NiCE April 8, 2020 David, thank you. we'll pass your comments on to the appropriate teams. KL Kris L. Director of Infrastructure Financial Services Used the software for: 6-12 months ### "Good, Fast, Cheap: Pick two. Too bad they are not cheap." November 11, 2019 3.0 We started with a not-well maintained UCCX solution and liked how many of the add-on, third party features we desired would be included with CXone. However as mentioned above, nearly consistent issues from SS7 call routing to software bugs have made us look at going back to UCCX. Pros Tons of features, web-based agent software. Includes dashboards, and basic reporting. Cons Outages. In the year we have had them, there have been at least three times we suffered a complete outage. We obtain a large portion of our revenue from customer calls and thus the outages had a major impact. We have also seen numerous smaller software issues that could have been prevented. Lastly our rate outbound is not amazing as they simply bill-through any incumbent carrier fees depending on where called. Review Source Response from NiCE November 25, 2019 Hi Kris, thank you for taking the time to review CXone. We will pass on your feedback to the appropriate teams RC Romina C. Reservations Manager Hospitality Used the software for: 2+ years ### "Great system" August 11, 2020 5.0 From support, to training to ease of use, really enjoy working with this company Pros Ease of use during deployment and agent training Cons I like everything about the system, I really appreciate the chat option for support Review Source Response from NiCE October 26, 2020 Thank you for your review, Romina. LN Lee N. Vice President, Studio Operations and Consumer Experience Retail Used the software for: 2+ years ### "Not enough Functionality or Support" September 20, 2019 4.0 We use NICE inContact but I don't know what CXone is. Pros 1) Reliability 2) Plays okay with Salesforce Cons No callback functionality, call recording is dismal (there is no way to identify who the caller is), no Chat functionality, reporting is not great. Biggest deficit is lack of calls integrating into salesforce. Reason for choosing CXone Mpower Not sure as it was before my time. Review Source Response from NiCE October 10, 2019 Lee, thank you for your review. If you have a chance to attend our user conference in the spring, Interactions, there are usually good training sessions for scripting. It might be beneficial for you. JA Jennifer A. Customer Service Representative Insurance Used the software for: 6-12 months ### "Customer Service Representative" May 19, 2020 4.0 My overall experience has been positive. It took me a little bit longer to get comfortable with the software. That being said, I feel that improvements should be researched and implemented in our ever changing world of technology. Pros For me, I like the ability to review my overall productivity level. What percentage of my day was spent working, available and unavailable. The reporting feature allows the user to better understand where there time was spent. I also like to see the availability of my department, in addition to my other colleagues. Cons It would be more efficient if the user had the ability to launch the software one time, not to separate sign in's. Often times ,I will get kicked off NiceInContact but my Cxone Softphone will be fine. Review Source Response from NiCE July 1, 2020 Jennifer, we appreciate the detailed review. We'll be sure to pass your comments along to the appropriate teams. Thanks. DR Dawn R. TPM Health, Wellness and Fitness Used the software for: 2+ years ### "Support insufficient and administration leaves much to be desired" November 5, 2019 2.0 Worst I've ever dealt with! Took almost six months to terminate contract. Sales rep was dismissive of his role and didn't offer guidance in the process. He continuously dropped the ball. Billing department and Collections were passing the issue back and forth, nobody took ownership of the problem to help us as the customer with the cancellation process. Pros Users liked the features, but they are the same features available by all cloud providers Cons some administration had to be done with a CLI, not user friendly Review Source Response from NiCE November 25, 2019 Dawn, we're sorry to hear about your experience. Thank you for the feedback. OM Orville M. Director, Customer Service Financial Services Used the software for: 2+ years ### "Director, Customer Service" October 31, 2019 4.0 Pros Robust analytics capabilities. Integration is relatively easy, this is good from an engineering resource perspective. Good customer insights to make timely decisions on the fly. Cons Not as intuitive as some would like. Reporting could be easier in some situations. Reason for choosing CXone Mpower I was not part of the original team that sourced this product. This happened approximately 12-months before I joined the company in 2012. Review Source Response from NiCE November 25, 2019 Great feedback! We will share your comments with our team! Thank you! JM Jessica M. customer service Banking Used the software for: 1-2 years ### "Nice!!" September 10, 2021 5.0 its overall ok Pros The best thing about incontact is it keeps up with the history of the calls Cons It always has trouble on certain vpn connections Review Source LK Lauren K. Call Center Health, Wellness and Fitness Used the software for: 1-2 years ### "InContact Crucial for Work Organization" October 22, 2020 5.0 It has been an excellent experience and I wish I had this at other jobs I have worked at. Pros I love that this allows me to see what I need to be doing. I can keep an eye on what my coworkers are doing to ensure I am working with the team efficiently Cons I wish that we could hide/toggle some of the windows or change the layout a bit more. Review Source Response from NiCE October 26, 2020 Thank you, Lauren! JG Joe G. Head of Patient Communications Medical Practice Used the software for: 1-2 years ### "We made the right decision!" May 5, 2020 5.0 With NICE inContact, we have been able to effectively support our growing patient population and provide out Support Center Representatives with the tools necessary for them to be successful. Pros The CXone platform provides us with everything we need to manage our Patient Support Center Cons If there was one improvement I would suggest, it would be with their Real Time Dashboards. Reason for choosing CXone Mpower Very thorough sales process and extreme flexibility Switched from [Alvaria Cloud](https://www.capterra.com/p/167594/Alvaria/) Poor service and reporting Review Source Response from NiCE May 14, 2020 Thanks for a great review, Joe! SH Susan H. Agent Construction Used the software for: 6-12 months ### "NICE CXOne" August 27, 2021 4.0 Sales management and customer contact management. Pros The product is easy to use and works effectively to manage daily outbound calls. Cons The features used to manage callbacks do not work effectively or correctly. Review Source DB Darlene B. CSR Insurance Used the software for: 2+ years ### "CSR viewpoint" May 19, 2020 4.0 I able to solve all my customers need because this allows me to interact with my customers. Pros I feel the product is very easy to use. The quality of the sound is great. Very minimum problem of not hearing my customer and it is usually on their end. This allows me to listen to calls and I also have the ability to call back when needed. Cons Very little about this software I do not like. In fact the only thing would be the quality of the call is sometimes not that good. Review Source Response from NiCE July 1, 2020 Thanks for your review, Darlene! RP Robert P. Operations Support Analysy Staffing and Recruiting Used the software for: 2+ years ### "Nice Incontact Survey" December 17, 2019 4.0 Overall it is a easy application to user and I like the email aspect of it. Wished there was an automated email feature that we could save templates to. Pros Ease of use, email options, HTML options in email, the ability to sign in anywhere. Cons Glitches a little too often, the admin functions are not very easy to use and some glitch. Review Source Response from NiCE January 6, 2020 Thank you, Robert. For any features you would like to see added, please feel free to provide suggestions in our customer community at community.niceincontact.com. The team will be happy to take your ideas into consideration. VR Verified Reviewer Help Desk Banking Used the software for: 6-12 months ### "Nice and easy to use" September 1, 2021 5.0 Pros Easy to use and set up. The application is web based so you don't need a separate app to use it. Cons So far so good, I like all the features that the app offers. Review Source DS Dylan S. Travel Consultant Airlines/Aviation Used the software for: 1-2 years ### "Easy to use" September 3, 2021 4.0 no idea Pros I enjoy the layout and ease of finding things in the fore front Cons the call drop amount and delay in the calls Review Source Similar Products Featured