# Page 14 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 14 - 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/)

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Last updated March 13th, 2026

# Page 14 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 326-350 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

nB

nancy B.  
customer sevice  
Retail  
Used the software for: 6-12 months

### "What Nice means to me"

November 19, 2020

5.0

My favorite is scheduling and contacts all in one place.

Pros

I like the fact that schedule and customer contacts and reporting are all in one place.

Cons

The problem I have with Nice is you can not got back to previous communications with the customer. A program we had before would show all emails in a chain when an email was received.

Review Source

SW

Sabrina W.  
Sales Development Engineer  
Computer Hardware  
Used the software for: 1-2 years

### "Average Quality but Good Usability"

May 27, 2020

2.0

We're using the software mainly for Outbound Calling. It's good to have an overview and stats of the teams activity. Poor Call Quality is affecting some of the conversations with customers.

Pros

It's easy to use, you really don't need to explain much.

Cons

Call Quality is often quite poor, we experience distortions, delays and interruptions. Customer Service was helpful and moved us to another carrier but it didn't fully resolve the problem.

Review Source

Response from NiCE

July 1, 2020

Thanks, Sabrina. We'll pass your comments on to the relevant teams.

MCJ

Ma. Carlon J.  
Preboarding Specialist  
Human Resources  
Used the software for: 6-12 months

### "one of the best user friendly tool"

September 23, 2021

5.0

Its a useful tool in communicating with my candidates.

Pros

Its user friendly, easy to access and easy to manage.

Cons

How I disconnect fast and had to re log in

Review Source

VR

Verified Reviewer  
Medical Claims Specialists  
Hospital & Health Care  
Used the software for: 1-2 years

### "Great performance tool"

July 27, 2019

5.0

Pros

Whenever my lead would send over my stats for the week, it was always easy to read and understand, and the fact that it allowed real time quality scores were amazing. I had the choice to play back calls and watch my screen recording through Nice.

Cons

I wish I could have used it on my own, and just not with my lead or sup credentials.

Review Source

Response from NiCE

August 6, 2019

Thank you so much for your comments! We're glad to hear that you find our product easy to use.

VR

Verified Reviewer  
Auxiliar de enfermeria  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Buena solución para mejorar el trato con el cliente"

March 7, 2023

5.0

En general muy buena solución que aporta un plus al trato con el cliente y hace que sea un rasgo diferenciador.Lastima del precio que seguro que a más de uno echará para atras

Pros

Este programa me ha sorprendido gratamente por la mejoría notoria que aporta al trato con el cliente mejorando las interacciones tanto por mail,teléfono,chat o sms.

Cons

La introducción al programa y si implementación no es nada sencilla, sera bastante lioso al principio.También echa para atrás un poco el precio.

Review Source

dJ

daniel J.  
ivr wfm support specialist  
Consumer Services  
Used the software for: 1-2 years

### "Overall good experiance"

November 5, 2019

4.0

Overall my experience with Incontact has been positive. I have over come having messy ivr scripts with the ability to combine multiple actions in the same place.

Pros

The user interface is laid out well and is user friendly. amazing customization possabilities.

Cons

Sometimes the information is a little difficult to locate. Customer service is hit or miss depending on the situation you are calling about.

Review Source

Response from NiCE

November 25, 2019

Thank you Daniel! Great to hear it is easy to use and we will pass along your comments to our team.

TT

Tony T.  
Free lance writer  
Writing and Editing  
Used the software for: I used a free trial

### "Use of Capterra"

September 1, 2021

1.0

Frustrating - doesn't work.

Pros

At the moment, nothing. Trying to chat with Ticketsonsale.com. NICE cxone is the engine for chatting. Following instructions and getting nowhere.

Cons

Not responding to my requests. Ticketsonsale.com uses NICE CXone to chat. I am desperately trying to get in touch with them. NICE CXone wants a password and I don't have one. It says Forgot Password and instructs how to get one, but this isn't working. Need to get in touch with Ticketsonsale.com! Have also tried email and phone along with chat. Tony Troiano \[SENSITIVE CONTENT\]

Review Source

AM

Anne-Marie M.  
Director of Administration  
Hospital & Health Care  
Used the software for: 1-2 years

### "NICE inContact Review"

March 25, 2020

5.0

Pros

Allows for multi-office and multi-practice use with different brands and providers. Provides good analytics.

Cons

Integration took a while, but was thorough. Wish there was more real time analytics for users and admin through the Dashboard and user screen. Can get expensive when changes are made to call routing.

Review Source

Response from NiCE

April 8, 2020

Thank you, Anne-Marie!

KL

KyLee L.  
CSr  
Computer Networking  
Used the software for: 6-12 months

### "Nice inContact CXone Review"

October 23, 2020

5.0

Pros

The most impactful features are for 1 the fact that the database saves your login information so when clocked in you can hop straight onto calls. No glitches, can look at call History, A so far I haven't had an issue with the sound & nor have i had a problem with calls disconnecting out of nowhere!

Cons

I honestly cant find anything I don't like so far I love it! Very effective!

Review Source

Response from NiCE

October 26, 2020

Thanks for your review, Kylee.

VR

Verified Reviewer  
Contact Center Support Specialist  
Environmental Services  
Used the software for: 1-2 years

### "Change in functionality"

March 6, 2019

4.0

The tool is handy when it works. Most of the day Central crashes and forces you to log back in. The text sizing issue is hindering.

Pros

The new side bar feature is handy. The overall appearance of the new CXone Blue is more appealing to the eye.

Cons

The new update with Central from Orange to CXone Blue is missing quite a few features. There are text sizing issues on a number of pages. To navigate to different pages in a new Tab with Ctrl + click sometimes does not work.

Review Source

JC

Jason C.  
Call Center Supervisor  
Non-Profit Organization Management  
Used the software for: 1-2 years

### "Wide Range of Options for Reporting & Tracking"

November 11, 2019

4.0

Pros

I really like all the options for reporting and tracking calls. If an issue comes up regarding a call, I can look up our call logs and track down who took the call for follow up. We also have many agencies that we need to provide statistics to and the reporting options really help with that.

Cons

If the internet goes down, then the phone lines go down.

Review Source

Response from NiCE

November 25, 2019

Jason - thank you for your comments! We are glad that our reporting is helping to provide valuable stats.

GC

Gabriela C.  
HR Operations Advisor  
Pharmaceuticals  
Used the software for: 2+ years

### "Incontact "

March 2, 2021

3.0

Incontact has been overall very easy to use.

Pros

It's user friendly. It's nice to able to make adjustments/personalize within each Country we have used it for.

Cons

Wish there was a way to change the boxes layout to set to my liking on a day to day use.

Review Source

MT

Mohit T.  
Lead Engineer  
Computer Software  
Used the software for: 1-2 years

### "CXOne : Ease of configurations . Highly customization . Speedy Deployment"

September 3, 2019

5.0

Using for omnichannel support

Pros

Highly customization . Can do changes on the fly without downtime.

Cons

Take some time to learn . Need basic programming knowledge

Switched from

[Asterisk](https://www.capterra.com/p/60249/Asterisk/)

Cost of operation

Review Source

Response from NiCE

September 25, 2019

Thanks for taking the time to provide us with your feedback, Mohit! We appreciate it!

MH

Matthew H.  
Inside Sales Specialist  
Wholesale  
Used the software for: Less than 6 months

### "Inside Sales Rep Daily User"

December 1, 2020

4.0

Pros

It's easy to find contacts, call customers, and transfer between agents or departments. I also like the analytics.

Cons

Sometimes it shuts down or drops calls.

Review Source

BB

Bianca B.  
Workforce Manager  
Insurance  
Used the software for: 1-2 years

### "Better than Before"

November 19, 2019

5.0

Pros

Very easy to configure and view dashboards.

Cons

Skilling multiple agents...would love to see a feature where you can select an agent and add agents to mirror said agent. Also would love to see ability to interlay dashboards or view one on top of another and not lose sight of previous dashboard.

Review Source

Response from NiCE

January 6, 2020

Thank you, Bianca! To request additional features that aren't available in our product, we encourage you to post in our customer community at community.niceincontact.com.

DK

Dwight K.  
Manager, Client Services  
Real Estate  
Used the software for: 2+ years

### "Great for small-medium call center environment"

March 11, 2020

4.0

Pros

Minimal downtime is a key factor for a call center environment and inContact offers that.

Cons

Customizing reports is a bit awkward and could be refined.

Review Source

Response from NiCE

April 8, 2020

Thank you, Dwight! We'll pass on your comments about reporting to the appropriate teams.

AL

Amy L.  
Chief Operating Officer  
Philanthropy  
Used the software for: 2+ years

### "inContact-excellent products and service"

September 28, 2018

5.0

Pros

The products are reliable, relevant and always being moved forward to be on the cutting edge of technology and demand from clients.

Cons

There is nothing that I don't like but things that I am looking forward to being able to incorporate such as a more sophisticated voice of the customer tool and real time authentication in the cloud using voice biometrics.

Review Source

lY

leslie Y.  
customer service  
Staffing and Recruiting  
Used the software for: 2+ years

### "great"

February 28, 2021

5.0

Pros

I find the program easy to use, I had been using another program and it had all kinds of error messages would drop the calls. I also like the caller id.

Cons

not really any cons i have not experience any as of yet

Review Source

SL

Shella L.  
RTA  
Financial Services  
Used the software for: 2+ years

### "Accessible and convenient"

November 27, 2022

5.0

Excellent, smooth and awesome

Pros

Provide accurate data, user friendly and very easy to use.

Cons

none so far, if there will be, will keep you updated.

Review Source

CC

Cory C.  
Customer Service Rep / Web Store Admin  
Retail  
Used the software for: 2+ years

### "Easy to use"

March 11, 2020

5.0

Pros

I like most the ability to create and use searches for everyday necessities.

Cons

The fact that it is a 3rd party product does create a lot of issues when the system is down. However, it only happens about once or twice a year.

Review Source

Response from NiCE

April 8, 2020

Thanks for your feedback, Cory!

jM

james M.  
back office  
Telecommunications  
Used the software for: 6-12 months

### "pros con "

November 17, 2020

4.0

agent tracing for time

Pros

call application section devotions off call out section

Cons

timeout selection more centralized of task required

Review Source

AS

Abhishek S.  
Supervisor  
Insurance  
Used the software for: 6-12 months

### "Nice is good- except the known problems"

October 26, 2020

3.0

It's nice working with Nice

Pros

Easy to use, user friendly. Reports are readily available

Cons

Takes time to get data. Reports are readily available, but takes time to generate them

Review Source

BD

Brian D.  
COO  
Financial Services  
Used the software for: 2+ years

### "Best phone service hands down "

December 20, 2019

5.0

Been waaaay better than using ringcentral

Pros

I have helped develop MAX inContact and was able to meet executives from Salt Lake City

Cons

There is not much to dislike ... the company has the best API in the game

Reason for choosing CXone Mpower

Needed more access and lines

Review Source

Response from NiCE

January 6, 2020

Thank you, Brian!

JV

Jobbin V.  
Manager -Admissions Operations  
Education Management  
Used the software for: 1-2 years

### "UI needs Improvement"

October 26, 2020

3.0

Pros

The software is fairly easy to use and the layout is simple enough to understand.

Cons

The responsiveness and lack of mass editing features make it difficult to manage or make large scale changes at once.

Review Source

CG

Carl G.  
IT Manager  
Financial Services  
Used the software for: 1-2 years

### "Complicated Technology Made Simple"

September 13, 2019

4.0

Overall experience has been great. The quality of service is outstanding

Pros

This software has worked very well for our call center. The administrative portal makes it easy to track user settings . The support agents guide you in the right direction and are always able to assist in a timely manor.

Cons

There are no outstanding cons about this software at the moment.

Review Source

Response from NiCE

October 1, 2019

Thank you for your feedback and for recommending us to others!

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