# Page 12 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - 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 12 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 276-300 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MG Milos G. Affiliate Manager Transportation/Trucking/Railroad Used the software for: 2+ years ### "Great product" April 2, 2020 5.0 Pros Versatility, Ease of use, great customer support Cons We had some browser incompatibilities at the start and calls being dropped - it was resolved in an appropriate time though Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Functionalities Review Source Response from NiCE April 8, 2020 Thanks so much, Milos! RC Richard C. Contact Center Lead Medical Practice Used the software for: 2+ years ### "Awesome Customer Service Support" October 31, 2019 4.0 We had been started with inContact 2 years ago and the products are reliable, and have not been disappointed when we contact the customer service support area. Pros Ease of setting up new skills and creation of dashboards Cons Need more friendly and less step for building agent skill profiles, and allow modify the size of real time dashboards Review Source Response from NiCE November 25, 2019 Thank you for your feedback, Richard. We are glad the program is working for you and will pass along your commentary to our teams. JM Jason M. Client Sucess Manager Consumer Services Used the software for: 2+ years ### "Overall Stable and Reliable platform" October 4, 2019 5.0 Pros The system offers several items for you to not only keep calls, emails and chats flowing in a easy to handle manner. It also has very comprehensive admin abilities to allow you to customize it to what you need. Cons It does some problems with automated outbound, this could be our own encounter but really one of the only items I have as a con. Review Source Response from NiCE October 29, 2019 Thank you for feedback! We will make sure to pass it along to our teams. DF David F. Call Center Technology Specialist Real Estate Used the software for: 2+ years ### "Great Product with a bit of a learning curve." September 30, 2020 4.0 The opportunities to build relationships with Individuals has made working with NICE InContact very enjoyable for me. This year \[SENSITIVE CONTENT HIDDEN\] have been great. Pros When it comes to reporting & studio, I love that I have the flexibility/control to build almost anything i could want. Cons Learning how to do something can be difficult. Review Source Response from NiCE October 26, 2020 Thanks very much, David! VR Verified Reviewer Customer Service Representative Computer Software Used the software for: 1-2 years ### "Worst phone system " March 12, 2019 2.0 Used as our primary phone system. Used daily to communicate with our clients Pros I will admit that this system is easy to use, and the install process is streamlined Cons The system is pretty glitchy. Constant dropped calls, and errors when loading the software. Random issues like calls merging with another inbound call Review Source Response from NiCE May 21, 2019 Hi, Thank you for taking time to let us know about the issues you're experiencing. We would like to help you resolve this, but we'll need to work with you directly. Please send an email with your account name and contact information to corporatecommunications@niceincontact.com so that we can work together to make this better. RF Russell F. Account Manger Consumer Services Used the software for: 2+ years ### "A MUST HAVE in the Call Center Industry!" October 3, 2019 4.0 Working in Customer Service can be frustrating enough at times but having reliable software that allows you to perform your job effectively is key .. Overall it has been a success. Pros Ease of access - The ability to JUMP ON quickly is super important to grabbing those customer calls. Cons Rejection of calls - it sometimes refuses your calls if your system doesn't pick up quick enough. Review Source Response from NiCE December 17, 2019 Thank you, Russell! We'll pass your feedback on to our product team. AB Allyse B. analyst Hospital & Health Care Used the software for: 2+ years ### "Great software for emails and calls" September 15, 2021 5.0 Pros I love that in-contact is so extremely easy to use. Cons I honestly don't have anything that I don't like about this software. It has gotten better over the years. Review Source RP Randi P. CRT Consumer Services Used the software for: 6-12 months ### "Great Service" November 20, 2020 4.0 Easy, simple and does the job Pros I enjoy i can see how many reps are available and how you can look up someone easy n the search bar. Email is simple and putting your status is easy Cons i don't enjoy how it crashes on me unless im on softphone Reason for choosing CXone Mpower great for a huge company and for all of us to keep in touch and record Review Source JJ Jessica J. Project Coordinator Telecommunications Used the software for: 1-2 years ### "Fantastic Platform!" May 6, 2020 5.0 I am able to customize this software to any business weather they are starting out or a seasoned call center professional. The platform is easy to use and easy to teach. There are tons of support articles online and a agent training for use at any time. Once you get the hang of everything, this can really improve your daily reporting and running's of the call center no matter the size. Pros Ease of use, fully customization, amount of useful reporting features, tons of support content and training available Cons have not ran into cons as of yet, very easy to use and has so many features available Reason for choosing CXone Mpower n/a Review Source Response from NiCE May 14, 2020 Thanks for your feedback, Jessica! WW Westin W. Senior Product Manager Telecommunications Used the software for: 2+ years ### "Not flexible for our use" May 19, 2020 3.0 It was ok in the beginning but when we wanted to customize it went downhill. Pros IT was easy to use and served its purpose in teh beginning of our company. Cons We were promised we would be able to create our own CRM and IC would be able to connect and after 2 years of promising this never came about. Reason for choosing CXone Mpower The flexibility that was promised. Review Source Response from NiCE July 1, 2020 Westin, thanks for your feedback. We will share your comments with the product team. SK Shawn K. Analytics Manager Business Supplies and Equipment Used the software for: 2+ years ### "Great ACD System" November 7, 2019 5.0 Consolidated reporting makes analytics for our multiple contact centers a breeze. Pros Consolidated media - contact center uses one single software for email, chat, voicemail, live calls, work tasks, and more. Cons The MAX UI uses "hover to expand" gestures that are sometimes difficult to use. Review Source Response from NiCE December 17, 2019 Glad to hear you like the reporting features, Shawn. We'll share your feedback on MAX UI with our team. WH Wenda H. VP Revenue Maximization Hospitality Used the software for: 1-2 years ### "Not a good partner" December 17, 2019 3.0 Absolute worst implementation I have experienced. Ineffective account management. Very little transparency in the sales process. Still not fully implemented after two years. No adherence to deadlines. NICE is certainly greedy to bill while providing exceptionally poor service. Pros Suite of capabilities presented as part of software during sales process. Cons Make sure you understand what company is providing which software/service and where they are located. Analytics is not provided by inContact. Chat is not provided by inContact. Implementation is not done by inContact. Reason for choosing CXone Mpower Suite of inclusions Review Source BB Balaji B. Sr.Director - Support Automations Information Technology and Services Used the software for: 2+ years ### "The Tech and the Last mile" April 18, 2018 4.0 Maintaining a 24/7 Help desk for our organization Pros The features and functionality are thought out. The amount of documentation they have available is very good Flexibility in Scripting and its implementation in the real world is well done. Cons You should really push a Power BI based reporting engine for customers. We have developed one for ourselves in our company. The scripting UI feels like still left in the previous century. Both the look and feel and usability. For e.g. to connect two objects you need PERFECTLY click on the arrow and drop on the other. And there is more! Review Source AO Ari O. Director of Information Systems Marketing and Advertising Used the software for: 2+ years ### "Solid Multi Channel solution" September 25, 2020 4.0 NICE allows us to support our customers on multiple channels with great ease and efficiency Pros NICE offers the ability to integrate most communication channels in to a single agent interface. Cons The SMS channel is not integrated like all other channels. Review Source Response from NiCE October 26, 2020 Thanks for sharing your thoughts, Ari. GL Garrett L. Call Center Operations Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Great Product" November 5, 2019 4.0 This has helped us manage our call center better and flowing optimally Pros This software provides everything you need. Full reporting and optimization. Cons There is not a lot of documentation or training available. Reason for choosing CXone Mpower This gave us all the options we needed. Review Source Response from NiCE November 25, 2019 Garrett, we are happy to hear that the software is helping you successfully manage your call center. Thank you! ML Mike L. Agent Tools Analyst Leisure, Travel & Tourism Used the software for: 1-2 years ### "Its good - but maybe we are using it too much" December 17, 2019 3.0 Pros Search functionality Search reporting dynamics Form creation / management Cons Reporting Analytics are lacking Some form customization is lacking (especially when managing multiple forms) Ticket field list gets REALLY long - no way to curate Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Sharepoint is outdated and archaic Review Source Response from NiCE January 6, 2020 Thank you, Mike! We'll share your comments with the appropriate teams. SH Sherry H. Sr. Quality Asssociate Apparel & Fashion Used the software for: 6-12 months ### "Positive Experience with NICE inContact" November 17, 2020 4.0 Pros I was really pleased with the ease of transition from our previous software to NICE inContact. The move was seamless with no disruptions to my productivity. Cons I primarily use this to listen to customer contacts and I would like the ability to view the agent's screen during the recordings. Review Source ME Matt E. Director of eCommerce Financial Services Used the software for: 2+ years ### "Best Service" February 13, 2017 5.0 When you work with inContact, you feel like you are part of the team. It is a partnership, not a Vendor/Client relationship. From the Technical Account Manager to the Sales VPs, they are always wanting to know more about us as a company, how we are using the product, and what we would change. I enjoy every minute using inContact. Pros The Personal Connection Dialer is the best around. You will not find another dialer that can produce results of <1% abandonment rates. Our agents love more than any other dialer they've used as well. Cons WFM - we just started using it, so maybe when we get our hands dirty with it, we'll find some pros. Review Source BH Brian H. Tech Support Financial Services Used the software for: 1-2 years ### "Great App For an Efficient Call Center" September 14, 2021 4.0 Pros The beautiful Interface is easy to navigate and read Cons Slow to load during busy times of the day Review Source DF David F. Director Financial Services Used the software for: 1-2 years ### "Excellent Cloud Based Platform" October 26, 2020 5.0 Pros Ease of use, self service, intuitive software. Cons Aspects of reporting are not the greatest. Several tickets submitted with a 'known issue' resolution but no update on estimated resolution time. Review Source AJ Alexander J. Operations Analyst Human Resources Used the software for: 6-12 months ### "Still working through it" December 12, 2019 3.0 Pros The software does provide an optional solution for all of our needs (ivr, routing, wfm, reporting). Cons Studio not available for Mac is really hindering us. The WFM tool is super laggy, and a bit limited at times. The forecasting and scheduling features don't seem to actually intelligently schedule. The QA form does not integrate well with Salesforce. As an overall, the SFDC integration needs lots of attention. Reason for choosing CXone Mpower The option for WFM completed the all in one system. Review Source PC Patrick C. AVP Digital Product Manager Insurance Used the software for: 2+ years ### "Super Flexible" May 20, 2020 5.0 Overall the platform has helped us reach our goals and given us the flexibility to try new things quickly. Pros The ability to use the Studio application and quickly customize the call scripts is fantastic. Cons The customer support side is the biggest issue we have. Submitting tickets seems like it goes in circles sometimes. Review Source Response from NiCE July 1, 2020 Thank you, Patrick. We'll share your comments with the customer support team. SM Sarah M. VP - Client Operations Media Production Used the software for: 2+ years ### "Implementation is a Breeze" September 19, 2018 5.0 Truly a fabulous experience. Engaged team always willing and able to help. Pros Implementation from design to going live took only 90 days and we converted in a single day. Once installed - ease of use and ability to work from any location (web access) makes this a truly flexible solution that drives improved productivity and improves ROI. Cons Customization, if needed, can be done but can be complex to execute. As long as requirements are clear and communication is consistent - will be executed but any gaps in requirements may cause the outcome to be unexpected. Review Source HS Hassan S. Adv Electrical Engineer Warehousing Used the software for: 2+ years ### "CXOne Incontact Experience Share." August 27, 2021 3.0 Good. Pros It is a software based and we don't need any physicall hardware to dial in or answer the call. Cons Call disconnect or not answering sometime without any reason. Review Source JP Janae P. Chargeback Alternative Dispute Resolution Used the software for: Less than 6 months ### "Nice inContact" December 1, 2020 5.0 Everything has been excellent and resourceful. Pros Easy to use, Easy to teach how to use, and a resource software that keeps you organized and on time. Cons More modern look. It has a old style to it and a upgrade would go perfect to the design and layout. Review Source Similar Products Featured