# Page 15 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 15 - 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 15 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 351-375 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use WJ Warren J. Telecom Product Engineer Non-Profit Organization Management Used the software for: 2+ years ### "Have been using NICE inContact since 2009" June 25, 2020 5.0 My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner. Pros I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help. Cons In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level. Reason for choosing CXone Mpower It was hands down a better solution than Siebel. Back then UCN then inContact and now NICE inContact was willing to help out in any way they could. When we first started we needed more languages than what they initially offered and they went out of their way to add those languages to their platform. Review Source BK Brice K. SVP Insurance Used the software for: 2+ years ### "Great platform" May 26, 2020 5.0 Great platform. Wish new features were communicated better. Pros Great API integration options and allows for great integration with internal systems. Cons Reporting could be more robust - the interface for custom reports in particular. Review Source Response from NiCE July 1, 2020 Thank you, Brice! DS Desreia S. Operation analyst Computer Software Used the software for: 1-2 years ### "Incontact CXone Review" May 19, 2020 4.0 Over all my experience with incontact has been great! I would recommend this software to other companies. Pros This product is very easy to use! The feature are simple to navigate through. Cons Some feature that i dont like are: sometime customers service doesnt always review the issues. We often get calls stuck in queue and have routing issues. Review Source Response from NiCE July 1, 2020 Thank you, Desreia, for your feedback. We'll pass it on to the customer service team. JF James F. Systems Administrator Information Technology and Services Used the software for: 2+ years ### "inContact Cloud Contact Center Review" September 3, 2019 3.0 Support is slow to respond, sloppy and sometimes nonexistent. Pros I don't have to truly administer the platform. Cons Support is lacking, communication with support is difficult. Review Source Response from NiCE September 25, 2019 Hello James, Thank you for your review. We'll share your feedback with the Services team. KB Kathleen B. Claims Examiner Insurance Used the software for: 2+ years ### "Using InContact" June 30, 2020 4.0 Pros InContact is really easy to use for both calling out and receiving calls. Cons The length of time the system allows to comment on calls could be a little longer but other than that the system is very user friendly. Review Source Response from NiCE October 26, 2020 Thanks, Kathleen! MT Mary T. CEO Medical Practice Used the software for: 6-12 months ### "Promise of savings in implementation nullified in execution" July 20, 2016 1.5 Pros Reasonably nice and well intention middle management. Cons don't seem to have much acumen in call centers regarding the product, product failures, business drivers and impacts. Near constant issues - daily/weekly - total shut down, data integrity issues, carrier issues - too many to list. Serious impact to my business growth as we are spending 80% of our time managing these issues. My team's morale has plunged. They are our 3rd VOIP ACD provider all of whom seem to share a fundamental lack of critical thinking, general contact center business acumen and technical skills necessary to maintain basic performance of the platform let alone implement anything de rigeur in the 21st century contact center. The issues have been so profound with all 3 (Five9, 3CLogic and now Incontact) They do, however, place a premium on billing and payments without regard to the enormity of issues their clients deal with. Review Source ET Erica T. Program Specialist Government Administration Used the software for: Less than 6 months ### "Out with the old, in with the new!" August 27, 2021 5.0 Pros It is very easy to use and it allows time between calls to wrap up notes. When calls are in queue you can see the exact number. It has tons of features that I haven't even tapped into yet. Cons I cannot dial certain numbers, for example 800 numbers. Switched from [Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/) The company that I work for made this decision. Review Source PM Polly M. Account Care Manager Computer Software Used the software for: 6-12 months ### "Great Product - Support could be better. " May 5, 2020 3.0 For the most part, the software is intuitive and easy to us. Most features are user friendly. The layout looks good and is functional. Pros I like NICE inContact because it is always being improved. It is easy to use from an agent as well as supervisor view. Cons When there is an outage it can be very difficult as the whole system typically fails at the same time. I also struggle with getting technical support to help me resolve cases from time to time - they do not make it easy to understand when explaining what the problem could be. Review Source Response from NiCE May 14, 2020 Thanks for your comments, Polly. JB Jennifer B. Care Coordinator Health, Wellness and Fitness Used the software for: Less than 6 months ### "Horrible connections" August 30, 2021 2.0 Bad. I hate it. Too many issues and concerns. Pros Its easy to use for the most part . Sound quality seems to be good. Cons It keeps losing connection. Error messages pop up all the time causing to to have to close out and re-log back in multiple times daily. This is very stressful and time consuming. Beeping noise every few minutes and no one know what it is. Calling members and a pop up message showing "Bad Number" knowing it was a good number for the member. Voicemail is very difficult to get too. Have to log in on yet a different site in order to get voice mail. Review Source MA Manija A. Call Center Manager Non-Profit Organization Management Used the software for: 2+ years ### "Great Service!" December 12, 2019 5.0 It is amazing overall! Pros I like that this service is easy and fast to use. It is simple and easy to train other to use as well. Cons Nothing yet! I think it is straightforward and easy to use. Review Source Response from NiCE January 6, 2020 Thanks, Manija! We appreciate your feedback! CN Cole N. Managing Principal Hospital & Health Care Used the software for: 2+ years ### "PeteHealth benefits from the use of CXone" March 12, 2020 5.0 Pros The ability to embed third party software into the toold Cons The administrative and scripting experience is outdated at best. Review Source Response from NiCE April 8, 2020 Cole, thanks for your feedback! We'll share your comments on admin and scripting experience with our product teams. JV Jane V. Customer Service Lead Retail Used the software for: 1-2 years ### "Dependable" February 15, 2022 4.0 Pros This seems to be easier to use than our last system. Cons Not sure. If there are bugs, clearing cookies and cache seems to resolve it. Review Source EW ED W. Assistant Manager, Call Center Consumer Goods Used the software for: 1-2 years ### "Good value, but needs a little more power for email contacts" November 8, 2019 4.0 Pros Tool is easy to train, and easy to administer for new users. The push to the next contact after resolving the initial is a great time saver. Cons Lack of bulk tools for contacts. The email ticketing system needs to be upgraded before it's in line with competitors. Review Source Response from NiCE December 17, 2019 Thank you, Ed. We're always looking to improve, so we'll pass your comments on to our team to look in to the ticketing system. SL Stephen L. Telephony Engineer I Telecommunications Used the software for: 2+ years ### "inContact WFO Product" November 17, 2016 4.0 We use this product daily for a large number of sites. The product is easy to step and support is offered to help when issues arise. We do have custom changes that inContact did help to develop. inContact does offer training to all the support staff and also the end users which help with our job as they are taught how to use the product. Pros User interface and easy of use. Cons Encryption Key setup and the process how to update them. With PCI this is a big item for our company. Review Source KW Keisha W. CRT Retail Used the software for: 1-2 years ### "Keisha from Walmart" February 25, 2021 4.0 Pros The software works with our phone system. Cons The software takes a little longer loading. Review Source JH Joni H. Accounting Hospital & Health Care Used the software for: 2+ years ### "Detailed Billing and Invoices" March 11, 2020 4.0 Pros I am pleased with the level of detail shown on my monthly invoice and having all the access I need to it at my fingertips online. Cons I do not have any cons to list at this time. Review Source Response from NiCE April 8, 2020 Thanks for your comments, Joni! VR Verified Reviewer Training and Development Specialist Higher Education Used the software for: 2+ years ### "Simple and Flexible" January 2, 2020 5.0 Pros Flexible integration into our CRM, ease of use and never any issues! Cons Could use some more training opportunities in the InContact University Review Source Response from NiCE January 6, 2020 Thanks for your feedback! AT Aaron T. Systems admin Hospital & Health Care Used the software for: 2+ years ### "CXone" December 12, 2019 4.0 Our day-to-day operations have been greatly improved. Pros Very user friendly, easy to insert into day to day business operations. Cons Cost per user was a but high, but understandable. Review Source Response from NiCE January 6, 2020 Aaron, thanks so much for your comments! MD Mike D. System Administrator Financial Services Used the software for: 2+ years ### "Not bad at all" August 27, 2019 5.0 Overall experience is great. Responsiveness is high and communication is high. Pros It's simple to learn. Compatibility was high so didn't run into any issues there. Cons The UI could make better use of the web space available. Making everything look like a form makes it seem nice, but it's really not. It makes it have a vertical profile instead of horizontal like a pc monitor does. Reason for choosing CXone Mpower They were no where near as robust. They claim they can work with any programming language but are so unintuitive that what took only a few steps with inContact took almost 3 times as many steps with Connect First. Review Source Response from NiCE August 30, 2019 Hi Mike, Thank you for your comments about the user experience. We appreciate your specific thoughts for improvement. JM Joni M. Customer Service Supervisor Education Management Used the software for: 2+ years ### "Amazing!" May 26, 2020 3.0 Very good Pros It has been easy enough to learn, implement and manage. Cons The have been some downtime that has cost our department Reason for choosing CXone Mpower it was within our budget and what we were looking for. Review Source Response from NiCE July 1, 2020 Thank you, Joni! KP Kaisha P. Proposal Generator Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Wonderful Product" March 1, 2021 5.0 Pros The software is so easy to integrate and can withstand many employees. It helps manage the teams effectively. We love the timer it gives employees. Cons It sometimes is prone to inconvenient glitches Review Source VC Virginia C. Client Services Rep Telecommunications Used the software for: 2+ years ### "Thank you" February 26, 2021 5.0 Excellent! Pros Easy to use and the functionality is great. Cons Nothing to note here. There is nothing that I like least. Review Source SC SEREATHA C. Institutional Customer Operations Wholesale/Distributor/Military Specialist Food Production Used the software for: 2+ years ### "Happy with products and services " October 31, 2019 4.0 Pros Customer Service is always helpful giving the best service and feedback. Cons There is nothing I can say that I like the least about this software. Review Source Response from NiCE November 25, 2019 Thank you, Sereatha! We are happy our service is top notch! BT Baylee T. Recruiting Manager Telecommunications Used the software for: 2+ years ### "Sales Management InContact Review" September 18, 2019 4.0 Pros The software is pretty user friendly and I can navigate it pretty quickly. Cons It feels like a bit of a process to get to one specific agents schedule. Review Source Response from NiCE October 1, 2019 Hello Baylee. Thank you for your positive review. sN shelby N. CSR Pharmaceuticals Used the software for: 1-2 years ### "review" March 1, 2021 4.0 7/10 Pros it is somewhat easy to use and calls are clear Cons it disconnects a lot and I have to restart my computer to get it to work Switched from [Cisco AnyConnect](https://www.capterra.com/p/169495/VPN-and-Endpoint-Security-Clients/) company was using it Review Source Similar Products Featured