# Page 11 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 11 - 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

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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/)

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Last updated March 13th, 2026

# Page 11 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 251-275 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

CF

Craig F.  
Quality & Training Manager  
Insurance  
Used the software for: 2+ years

### "Great Software "

May 26, 2020

5.0

Pros

The ease of use is the biggest selling point for me. I find that the reports and features are intuitive and easy to understand. I can usually find what I am looking for without needing any assistance. I also really enjoy the features that allow me to monitor and coach on phone calls. This is a big help for me to know what is being said and how our customers are being treated.

Cons

None that come to mind. The software is great.

Review Source

Response from NiCE

July 1, 2020

Thanks for the five-star review, Craig!

DH

Dwana H.  
Customer Service Representative  
Transportation/Trucking/Railroad  
Used the software for: Less than 6 months

### "NICE CXone to the rescue"

November 17, 2022

3.0

With Nice, we were able to get members to transfer over to the right department and quicker service time. NICE made it easier to hear members because they came through clearer.

Pros

The features that impacted my job daily were transferring callings, making outbound callings, and being able to reach out to a supervisor when needing help. Integration with the existing call group and being able to reach out to help members was done with ease with NICE.

Cons

The system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call. I would have to sign out, and back into the system. Now, this was so unprofessional to have to do daily with this system.

Switched from

[Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)

Too many problems with the Talkdesk freezing in the middle of helping a member on the phone.

Review Source

VJ

Vivian J.  
FRAUD PREVENTION TECHNICIAN  
Telecommunications  
Used the software for: 6-12 months

### "Practical and reliable"

August 28, 2021

5.0

I only use nice to make calls and breaks during my work shift.

Pros

nice is a very easy to use software, it has a beautiful interface. He's very good at making calls, he has a speed dial. It's a safe and agile software, it surpassed all my expectations.

Cons

As nothing is perfect, nice lately has been dropping calls, leaving silent calls, and putting breaks on their own. When the call does not go through, an error image appears, I believe it would be better if a message appears saying that the call did not go through.

Review Source

JCJD

John Crescenciano Joseph D.  
Workforce Manager  
Hospital & Health Care  
Used the software for: 1-2 years

### "Nice CXone Experience"

August 5, 2022

3.0

Pros

It is easy to navigate and user friendly.

Cons

Need more improvement on real time reporting as it takes 4 hours to reflect in report templates.

Review Source

ET

Elia T.  
IT Specialist  
Banking  
Used the software for: 2+ years

### "IC review"

March 20, 2020

4.0

Pros

That it's a cloud base VoIP service, you are able to make calls using the computer only... You have a lot of functionalities in the dashboard and a lot of documentation. When you want to get some help, you can reach the support reps in a relatively easy way...

Cons

The dashboard is kind of slow... Every change you made needs to be reloaded and it reloads the entire page...

Review Source

Response from NiCE

April 8, 2020

Thanks for your feedback, Elia! We'll share your feedback on the dashboard with our product teams.

JK

Judy K.  
ADRC / 211 specialist trainer  
Information Services  
Used the software for: 2+ years

### "Ease of Use"

May 5, 2020

4.0

System errors and agents being frequently logged out. Service response is quick and efficient to correct the problem

Pros

The conference calling features are great. It is nice to be able to disconnect with one side of the conference call so as to resume speaking with the other caller.

Cons

Sometimes calls are choppy due to it being over the internet. However, the flexibility of working form anywhere out ways that small occasional inconvenience.

Review Source

Response from NiCE

May 14, 2020

Judy, thanks so much for your feedback!

IG

Ivonne G.  
ADRC/2-1-1 Director  
Information Services  
Used the software for: 2+ years

### "InContact for ADRC/2-1-1 hybrid"

May 5, 2020

4.0

Pros

Product is easy to use anywhere on the go. The KPI reports are exactly what we need for reporting purposes

Cons

I do not like that it logs us out continuously throughout the day

Alternatives considered

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)

Reason for choosing CXone Mpower

More compatible with the services we provide

Review Source

Response from NiCE

May 14, 2020

Thanks for your comments, Ivonne!

VR

Verified Reviewer  
Reporting Specialist  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "Nice inContact for WFM"

November 10, 2020

4.0

Pros

The capabilities and the amount of data that you can retrieve for WFM tasks.

Cons

Agents encounter several issues when trying to lunch MAX which is inContact's softphone feature.

Review Source

LC

Lili C.  
customer service representative  
Consumer Services  
Used the software for: 2+ years

### "Very useful Tool"

May 20, 2020

4.0

I like Nice inConract CXone. I will continue using this tool.

Pros

Agent report and Agent Zoom. You can easily view how many call you take for the day, and your productivity in the Agent report. And as supervisor, it is easy to track agent's activities in the Agent Zoom.

Cons

Schedule function. I barely use it. Maybe you can provide advise about how to make schedule function useful for our daily work.

Review Source

Response from NiCE

July 1, 2020

Thank you, Lili. We'll pass your comments on to the appropriate teams.

JS

JD S.  
Business Development Manager  
Telecommunications  
Used the software for: 2+ years

### "As a partner"

May 5, 2020

4.0

Overall, the NiC platform is quite robust and easy to use. Tier 1 support is not often helpful, but all other support individuals seem very competent.

Pros

The back end tool, Studio, allows for quite a bit of customization on customer & agent experience.

Cons

Not being notified of updates in advance of them happening; as an Implementation and Reseller partner, I would expect that we'd be among the first to know.

Review Source

Response from NiCE

May 14, 2020

Thanks for your feedback, JD. We'll pass your comments on to our product team.

KC

Kimber C.  
Management  
Consumer Services  
Used the software for: 1-2 years

### "Small team friendly"

October 1, 2019

3.0

Mixed! Some days no issues, most others, issues. Legal department got us released from the contract due to massive down time.

Pros

Nice Incontact works fairly well for small teams. Once your team starts to grow, there are lots of errors that occur. I like the simplicity of the software. Easy for beginners to use and set up.

Cons

Dial errors! Nice Incontact mis-dispositions leads, exhausts attempts before their time and the help desk is extremely hard to understand as they are not US based.

Reason for choosing CXone Mpower

Reviews!

Review Source

Response from NiCE

October 10, 2019

Thank you for taking the time to review, Kimberly. We are continuously improving our products and we will share your concerns with the appropriate teams.

MP

Meghal P.  
Technical Support  
Computer & Network Security  
Used the software for: 2+ years

### "User friendly and easy to navigate"

February 26, 2021

5.0

Pros

It is vey user friendly and plays a very crucial role in call center environment. Out of all the features, I like the way it allows to check the real-time schedule and transfer calls from one department to another at one's fingertips.

Cons

We have been using this software for such a long time and haven't found any difficulties while using it. However, I look forward to see some new features under status bar in upcoming update.

Review Source

ED

Eileen D.  
Vice President  
Non-Profit Organization Management  
Used the software for: 1-2 years

### "inContact Review"

November 6, 2019

4.0

Pros

Ease of call routing Capacity and Capability are endless

Cons

Not intuitive/need support if IT support is not on site

Alternatives considered

[Five9](https://www.capterra.com/p/132405/Five9/)

Switched from

[Five9](https://www.capterra.com/p/132405/Five9/)

Before my time

Review Source

Response from NiCE

December 17, 2019

Thanks for your feedback, Eileen. We'll pass your comments on to our product team.

LF

Larry F.  
Insurance Examiner  
Insurance  
Used the software for: 1-2 years

### "It does the job"

February 25, 2021

4.0

It serves it's purpose well as a call center call management piece.

Pros

I like the way it can be used in office as well as off location connected to your cell phone with no difference in functionality.

Cons

I would like if there were less "pop up" menus and put more controls on the screen

Review Source

HS

Heather S.  
Customer Service Supervisor  
Environmental Services  
Used the software for: 2+ years

### "Nice inContact"

October 28, 2020

2.0

Pros

Amount of data that can be stored, being able to play recorded calls

Cons

very slow and laggy, sometimes searching for a recording can be aggravating if just the right info is not given.

Review Source

DS

Dustin S.  
Workforce Mgmt Supervisor  
Sporting Goods  
Used the software for: 1-2 years

### "Good platform"

November 5, 2019

4.0

Pros

It is really easy to get up and running, make modifications on the fly and manage all our communication channels. It has made us a lot more effecieint

Cons

It can be a bit spendy per month with the add ons. If you keep a close eye you can manage your costs well.

Switched from

[Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)

Switch for ease of use and to get to the cloud with current technologies

Review Source

Response from NiCE

November 25, 2019

We are glad to hear it is easy to use, Dustin!

KCN

Ka Chun N.  
ITC  
Government Administration  
Used the software for: 1-2 years

### "Great product"

February 25, 2021

5.0

Pros

I like how I can easily communicate with other staffs. The report function is critical to my work as I can see who is online and create a time report.

Cons

When I receive a call from my staffs, I first need to click "accept", then I also need to accept it on my cell-phone. I think it is not necessary to accept the call from two different places. If I can just accept it once that would be nice.

Review Source

JH

Jason H.  
IT Manager  
Insurance  
Used the software for: 2+ years

### "Great Product!"

May 13, 2020

5.0

We have used CXone for years now and we don't have any plans on moving off of it.

Pros

What we like most about CXone is how reliable it is.

Cons

When there are issues, they seem to take a while to be resolved.

Review Source

Response from NiCE

July 1, 2020

We appreciate the feedback, Jason! Thank you!

TN

Tom N.  
Technical Support  
Industrial Automation  
Used the software for: 2+ years

### "Not reliable"

September 15, 2021

1.0

I would not recommend this product. The phone should be THE most reliable tool when dealing with the customer, and this package has proven time and time again that it is not.

Pros

Can see who is on the phone with a glance

Cons

Very unreliable. Calls get dropped, sometimes they don't get transferred, etc.

Review Source

TK

Thomas K.  
Network Administrator/Helpdesk  
Telecommunications  
Used the software for: 2+ years

### "Solid Performce, Licensing Woes"

May 12, 2020

4.0

We use it daily and has supported our call centre for years. Most users migrating to new MAX Client Integrated Softphone. 8/10

Pros

The software does everything as advertised and works well as a softphone. Quickly picks up headsets from various brands (Jabra / Plantronics). Very little setup, quick install, user friendly interface.

Cons

Licensing is a bit of a nightmare, the licenses are provided in a spreadsheet and cannot be released from a client without assistance from support. Useage even more confusing when used in conjunction with incontact calling queues, trying to keep track of stationID etc. The new integrated softphone in the max client (for incontact queues) is an easy choice over cxone.

Review Source

Response from NiCE

July 1, 2020

Thanks for your detailed review, Thomas! We'll take your feedback and pass it on to the appropriate teams.

YY

Ye Y.  
Managed Service  
Information Technology and Services  
Used the software for: 1-2 years

### "Ye Yi"

September 9, 2021

4.0

Pros

fully scalable and elastic single cloud platform and guaranteed 99.99% availability.

Cons

manage omnichannel routing and customer support

Review Source

DA

Diana A.  
CSO Supervisor  
Hospital & Health Care  
Used the software for: 1-2 years

### "Good tool por CSO"

December 20, 2019

4.0

The experience is very good

Pros

The option to monitoring the # of calls that We received daily, and have reports and records to follow

Cons

I feel that InContact has a lot of facilities but We don't know them, so We need trainning

Review Source

Response from NiCE

January 6, 2020

Thanks for your feedabck, Diana! Please reach out to your technical account manager at NICE inContact for help with training. You can also contact us for assistance.

AG

Alecia G.  
Operations Analyst  
Hospital & Health Care  
Used the software for: 6-12 months

### "Excellent Software"

September 10, 2021

4.0

Pros

I really like the specific data reports that are available.

Cons

Visually, it doesn't look very pretty. The font is kind of hard to see.

Review Source

Joshua S.  
Desktop Support Specialist I  
Financial Services  
Used the software for: 2+ years

### "Temperamental cloud contact center"

March 3, 2021

3.0

Incontact has allowed us to put our contact center in the cloud which does allow for less physical infrastructure.

Pros

They made it fairly easy to fully customize the IVR and you can have quite a few skills associated with your account.

Cons

It's not very stable. It seems like there are issues weekly with call quality. Their phone agent tends to be buggy and gives our users a lot of trouble.

Review Source

MM

Matthias M.  
Sales Engineer  
Industrial Automation  
Used the software for: 1-2 years

### "It has its good and bad days"

June 3, 2020

2.0

At one day everything is fine and the software is working without any complications. But on the next day you can have mayor issues with it. So, without all this delays, connection issues and errors that are occuring on a regular basis, this software whould be far better.

Pros

Easy calling all over the world. Easy to put through external calls.

Cons

Its constant errors and problems with the connection. Bad call quality on a regular basis and a huge delay at the most calls.

Review Source

Response from NiCE

July 1, 2020

Matthias, we don't like to hear this. We want to help improve your experience. Can you please contact us at corporatecommunications@niceincontact.com and mention your account number? Thank you.

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