# Page 13 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - 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 13 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 301-325 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DB Donna B. Call Center Director Hospitality Used the software for: 2+ years ### "Show me the gift card" November 1, 2019 4.0 Pros It is very easy to train a new agent on using the software. The reports that we use on a daily and weekly basis are easy to understand and utilize. Cons Actually, transferring the calls is sometimes tricky. Reason for choosing CXone Mpower I think that our IT staff found it the most user friendly product we looked at. Review Source Response from NiCE November 25, 2019 It is great to hear that trainings go smoothly! Thank you Donna! TF Tiffany F. Msr Telecommunications Used the software for: 6-12 months ### "Nice" November 22, 2019 5.0 It helps keep the reliability up when it gives you a alarm about different activities that are coming up. Pros Its easy to use. It's easy to keep track of all the activities you have scheduled for that time (breaks, lunch, training, etc). If you need to edit it you can easily do it yourself instead of having to find a manager or something. Cons I cant find anything I dont like so far. I've always used it myself without having to have anyone else go in and change things. Review Source Response from NiCE January 6, 2020 Great review! Thanks, Tiffany! CH Chelsea H. Patient Access Rep Medical Practice Used the software for: Less than 6 months ### "Easy to use software!!!" November 17, 2020 5.0 NICE is an excellent software that work very efficient and very easy to use. Pros Software is very easy to use and even more easier to follow. I love the organized listing of Reports and Systems. Cons Connection will drop from time to time, when not in use. Review Source CM Christopher M. WFM Consumer Goods Used the software for: 2+ years ### "I like it, but I want to Love it!" October 31, 2019 3.0 Overall, I like the software and the customer support is top notch. Pros The interface and presentation are strong and user friendly. Setup is pretty easy as well. Cons I wish we had full CXOne features available for our business. We have been told multiple times that due to our Cluster we cannot get them Review Source Response from NiCE November 25, 2019 Thanks for the feedback, Christopher! We will pass it along to our development teams. VR Verified Reviewer Case Manager Insurance Used the software for: Less than 6 months ### "Useful with the Nice inContact MAX phone" March 27, 2019 4.0 Pros I like that this connects with the MAX phone on Nice inContact and that I have the option to answer a call, it doesn't always just auto answer. I like that I can see all the calls I made/received that day and that I can call directly from SalesForce Cons The system lags sometimes or you will have to refresh SalesForce to have it go through, but that might be a SalesForce issue. The ringer on it is a bit intense, I wish it wasn't as loud/pitchy. Other than these few things, overall I like the product! Review Source Response from NiCE March 28, 2019 Thank you for your comments about NICE inContact MAX working well for you together with Salesforce. We'll pass your feedback along to the team here. DJ David J. IT Specialist Consumer Goods Used the software for: 2+ years ### "Easy to deploy, user friendly UI, and Support team awesome." May 26, 2020 5.0 Pros Easy to deploy, user friendly UI, and Support team awesome. The staff at inContact are really good, nice, responsible, The knowledge of the staff and the support within inContact is exceptional, they can easy target what we need as admins and users Cons Simple UI, admins dont need spend too much time to train users. and easy deply Review Source Response from NiCE July 1, 2020 Thank you, David! KL Kevin L. SR Implementation Manager Information Technology and Services Used the software for: 2+ years ### "Implementation Manager's Review" March 11, 2020 5.0 Pros The product is easy to implement and very powerful once you know how to use studio. Cons Some of the bulk upload features could use some additional features for easy of management. however you can use the API in most cases were the bulk upload portal is missing a setting you need to update. Review Source Response from NiCE April 8, 2020 Thank you, Kevin, for your feedback! We appreciate it very much! ND Naomi D. Project Coordinator Information Technology and Services Used the software for: 2+ years ### "NiC Review" May 6, 2020 5.0 Pros It's really easy to use and on the off chance you do get stuck, the help icon takes you directly where you need to go rather than trying to navigate the entire help site so that's really nice. Cons There should be an overall call counter in the dashboard widgets, it seems weird that that isn't a basic function. Review Source Response from NiCE May 14, 2020 Thank you for your comments, Naomi. KP Kelli P. Social worker III Human Resources Used the software for: 2+ years ### "Review of NICE In Contact" November 17, 2020 4.0 Pros It is easy to use. It is user friendly. Cons It tends to drop calls often. This poorly impacts our usage. Review Source NB Nadia B. Account Manager Used the software for: 6-12 months ### "Huge step up from our last platform; placing tickets was difficult" October 11, 2017 4.0 Pros It's easy to use. We set a lot of it up ourselves. We would routinely add new users. Changing skills was easy; setting up chat was easy, etc. There was some training that needed to be done in certain areas...but a lot of was pretty instinctual. Cons Placing tickets was rough. I made my coworker do it because she had the most experience. We had to login to another system and fill out this whole survey, basically, to get things fixed. They didn't go wrong very often...but when they did, it was daunting. Emailing our rep about issues would have been easiest, but it seemed filling out tickets was required and that was not enjoyable. Review Source RH Rosa H. Patient Access Specialist Hospital & Health Care Used the software for: 6-12 months ### "Good way to connect with patients" August 31, 2021 4.0 Sometimes not all calls go through or it can be hard to hear a patient. The devices and headsets can be unreliable but overall, it is better than using a regular phone. Pros It easy to see who is calling and how we are working as a team to answer calls. Cons It can be confusing to use sometimes. There are certain buttons or features that don't make sense and it can look really boring. I wish I could customize my own page and organize it the way I want. Review Source VR Verified Reviewer Administrative Assistant Financial Services Used the software for: 1-2 years ### "NICE incontact" April 24, 2019 4.0 Pros good quality over the phone. easy to use Cons logs you out randomly/quits after certain period of time. Review Source JC Juan C. Sr. Director Customer Service Consumer Services Used the software for: 2+ years ### "Essential Tool" May 5, 2020 5.0 Our business depends on InContact to intelligently route calls to the correct agent\\departement. The software is essential to our business and without it, we would not be able to service our customers. Pros The product is easy to use and performance is second to none. Cons I think custom reports could be improved. Reason for choosing CXone Mpower Overall the best software in the industry. Review Source Response from NiCE May 14, 2020 Great to hear! Thanks, Juan! EH Elnas H. Sales Development Engineer Automotive Used the software for: 1-2 years ### "Bad and good times with In Contact" June 3, 2020 3.0 My overall experience is not really 'good' with in Contact. Sometimes everything worked fine and the other minute nothing worked properly. Pros It is easy to use and to understand when first get in touch with it. Cons The functionality and the connection: In the last months, we had huge issues with incontact. Sometimes in the middle of a call the connection was broken; the quality of the calls were horrible because of some weird and random noises. Sometimes there was a connection but nothing to hear... Review Source Response from NiCE July 1, 2020 Thank you, Elnas. BH Brandon H. Forecast Analyst Insurance Used the software for: 1-2 years ### "Pretty much the industry standard" November 5, 2019 5.0 Pros NICE is pretty much the industry standard. They do most things well and I'm pretty satisfied with their offerings. Most call centers seem to be using NICE's products now. Cons My biggest dissatisfaction is that NICE's cloud platform does currently allow for direct querying access that we would have with an on premise solution. I'm hearing that the next version should reintroduce query access to tables. Review Source Response from NiCE November 25, 2019 Thank you, Brandon! Happy to hear you are satisfied. We will pass along your query comments to our team. TV Tomas V. New Digital Bank Comms Lead Banking Used the software for: 2+ years ### "Do your customer care on social media with NICE CXone" August 15, 2023 5.0 We just seek for a tool for a social media management, so we chose Brand Embassy, after that NICE CXone. I believe that NICE CXone has a lot of addons we can use and could leverage our way of work. Maybe in the future, when we will seek complex omnichannel tool. Pros Data analyticsUser ExperienceRoutingCustomer Management and information Cons In social media customer care we do not see any cons. Alternatives considered [ZoomSphere](https://www.capterra.com/p/200487/ZoomSphere/) Reason for choosing CXone Mpower More complex and easy to use tool made specific for customer care. Review Source AC Angela C. Provider Support Manager Non-Profit Organization Management Used the software for: 2+ years ### "inContact WFO Solutions" November 18, 2016 5.0 inContact WFO Solutions provide end users with completely customizable products that allow you to accurately monitor the most essential parts of your business. By providing each customer and innovative platform they have cornered the market on meaningful performance based solutions. Pros WFO Solutions that allow you to customize and automate a great deal of quantifying metrics. My WFO Products allow me to spend more of my time with my staff rather than coming over reports. Cons I wish there were more ad hoc reports and customizable reports associated to schedule adherence. Review Source DB Dilawar B. Originations Representative Financial Services Used the software for: Less than 6 months ### "Product Review" March 1, 2021 5.0 Best !! Pros Everything is good.The features and the quality of call all are good . Cons Nothing yet.Everything seems perfect.Just a little slow sometimes but still very much superior as compared to the other softwares. Review Source DC Daniel C. Loan Servicing & Workforce Manager Financial Services Used the software for: 1-2 years ### "Good Support, Studio is difficult" December 12, 2019 4.0 Overal, NICE inContact has been good for us but now that we need to enhance our call flows and make things better, we are having to pay. During implementation, no one was trained on Studio. Pros I like that there are constant improvements through quarterly releases. Cons I dislike the difficulty of Studio, makes changing our call flow a pain. Reason for choosing CXone Mpower Price. I was told our CEO was able to get a good price from InContact. Review Source Response from NiCE January 6, 2020 Hi Daniel, if you need further help from implementation, please reach out to us at corporatecommunications@niceincontact.com. Thanks. TC Trever C. Sales Consumer Services Used the software for: 2+ years ### "Incontact" September 18, 2019 4.0 Incontact was the first dialer system i ever used and i still use it to this day. It seems to be ran pretty well, very rarely are there extreme issues with it. Pros The software for the most part is easy to use and easy to train others on. Cons It can be a little intimidating to people who are using it for the first time. Review Source Response from NiCE October 10, 2019 Trever, we are happy to hear your comments! Thank you. WL William L. Data & Reporting Analyst Telecommunications Used the software for: 2+ years ### "Nice InContact as a contact center & WFM Solution" September 27, 2018 5.0 Pros I love the dashboards and reporting capabilities of the tool. As a WFM administrator being able to pull accurate data that can be quantified and analyzed is extremely important in my work. Cons I do wish the automated options in the time off manager allowed time off to be based on interval staffing as opposed to just a set number of hours allowed off each day. Overall the time off manager works great, there are just times that something a little more specific automation types would be helpful. Review Source jM jacob M. fraud specialist Research Used the software for: 2+ years ### "not to shabby" September 2, 2021 4.0 not bad, some hiccups, easy to use, simple Pros simple features Cons some tech connecting issues when applying to a new system Review Source FD Frank D. Contact Center Director Insurance Used the software for: 2+ years ### "Great results with an easy to work with staff " August 8, 2018 5.0 The NICE in Contact team are always responsive and ready to help me get the results I am looking for Pros Features and functionality gives me many options and alternative to ensure we operate as efficiently as possible Cons not much there is plenty of option and never sure I am fully leveraging all the good stuff you have available. Review Source SM Salman M. Supervisor Health, Wellness and Fitness Used the software for: 6-12 months ### "Incontact integrated with Salesforce " November 5, 2019 4.0 Pros I like the fact that this dialer integrates well with Salesforce, we make high volume of calls and inContact does its job well, when it does not they have a good customer service with good follow up. The dialer is also easy to use the and the pre-built reports are very useful. Cons There are times when the software and dialer will not disposition calls correctly. When we recieve inbound calls these calls are not dispositioned and therefore not taken out of the list which means we may call individuals repeatedly. Review Source Response from NiCE November 25, 2019 Great feedback, Salman! Happy to hear it integrates well with Salesforce and that we are able to support you and your team! RR Richard R. IT Infrastructure and Support Techinician Banking Used the software for: 6-12 months ### "Less on-site equipment a real value for the money. All software updates are included with the monthly fee's." December 13, 2017 5.0 I must say the inContact support personnel that I have worked with are Professional and very Pleasant to work with. I have been building Call Centers since technology grew to the point you could successfully build Mega Centers. I have Managed Call Centers from 50 CSR's to 1200 and inContact allows me to Manage the complete site with much less on-site support people and less DBA's to work in the back ground. I Love this product and would recommend it to anyone that wants a Professional managed Call Center. Pros Easy scripting and functionality built in and easy to change in the event the business changes. To Administer the inContact platform you must have IT and Telephony experience. The system is designed to put more control directly in the hands of the Managers and Supervisors. With very little training the Management staff can manage the business and get detailed reports in a matter of minutes. Review Source Similar Products Featured