# Page 16 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 16 - 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 16 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 376-400 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

SK

Sarah K.  
HR Mgr - HR Service Center  
  
Used the software for: 2+ years

### "Best Decision Ever!"

November 17, 2016

5.0

We started with inContact over 5 years ago and have not been disappointed. From the implementation to the current usage the support staff to the sales staff has been great. This is an easy to use tool and one that each time we have 'another' request, inContact says okay, let's figure out how to do that for you and they deliver!

Pros

Easy of use, helpful tech support, GREAT professional service support when needing to make changes very quickly!

Cons

N/A

Review Source

AW

Anne W.  
Claims Assistant  
Insurance  
Used the software for: 2+ years

### "Ease of use"

May 19, 2020

4.0

changing the disposition.

Pros

Easy to contact and record while on phone. Like that we are able to listen back on recorded calls.

Cons

hard to change the disposition right away

Review Source

Response from NiCE

July 1, 2020

Thank you for your feedback!

MM

Montrai M.  
Claims Examiner  
Consumer Services  
Used the software for: 2+ years

### "In Contact review"

May 20, 2020

4.0

As long as it is working very good

Pros

The ability to dial and make calls and the clarity

Cons

when you cant get in you have to contact a manager so they can contact customer service

Review Source

Response from NiCE

July 1, 2020

Thank you, Montrai.

RS

Raven S.  
Office & Administrave Assistant II  
Civic & Social Organization  
Used the software for: 6-12 months

### "Outdated and Laggy"

September 6, 2021

1.0

Terrible. I am only using this because I have no other choice.

Pros

Absolutely nothing. In comparison to over IVR software that I have used for other companies, this would be my last choice.

Cons

Everything. This software lags constantly. Will drop calls. Certain buttons will not work. The call history has a delay. The transfer button works when it pleases. Absolutely buggy and annoying.

Review Source

DG

Don G.  
Sr. Lead Software Developer  
Insurance  
Used the software for: 2+ years

### "Great VOIP Application"

May 19, 2020

4.0

Pros

Easy to install and use. Their API interface is also easy to use.

Cons

There are issues with performance at times, but InContact is quick to identify and correct.

Review Source

Response from NiCE

July 1, 2020

Thank you, Don.

KS

Krystal S.  
Forecasting Analyst  
Telecommunications  
Used the software for: 2+ years

### "This software is great!"

September 18, 2019

5.0

Pros

Easy to use! Very use friendly. Great for visibility.

Cons

When the software goes down and agents are unable to view anything.

Review Source

Response from NiCE

October 10, 2019

Krystal, thank you for your positive rating and your comments!

BC

Belinda C.  
Senior Claim Examiner  
Insurance  
Used the software for: 2+ years

### "InContact Review"

May 19, 2020

4.0

Makes working home a breeze and we are able to contact our customers as needed.

Pros

It is very user friendly for all employees.

Cons

Sometimes it cuts in and out but otherwise good.

Review Source

Response from NiCE

July 1, 2020

Thank you, Belinda!

MT

Mike T.  
Customer Success Manager  
Automotive  
Used the software for: 6-12 months

### "Decent product but not easy to do my job with"

August 27, 2019

3.0

Its a decent product and would like to see more capabilities and easier UI

Pros

It has some good features on reporting but investigating calls is a burden and is 90% of my job. Setting up call system does not have all functionalities needed for me and my team.

Cons

Contact history reporting is not what I need it to be. Call system not flexible for my use case.

Reason for choosing CXone Mpower

Company chose NICE.

Review Source

Response from NiCE

August 30, 2019

Hello Mike, Thank you for your comments about reporting as well as your ideas for improvement. We'll make sure the product team gets this information.

KD

Keith D.  
Help Desk Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "Manager"

August 24, 2023

4.0

but overall been good

Pros

Easy of user in the browser.. Management is eay

Cons

The Browser interface does have some issue with the max agent

Reason for choosing CXone Mpower

already in use in part of the company

Review Source

CE

Carol E.  
Payroll Manager  
Insurance  
Used the software for: Less than 6 months

### "Fairly good phone system. However there is 6 steps to even connect your phone each day. "

December 1, 2022

4.0

good

Pros

everything on the computer, keep track of calls and how long they are

Cons

6 steps to even connect your phone each day.

Review Source

HC

Hooi C.  
Senior Claims Examiner  
Insurance  
Used the software for: 2+ years

### "Easy to use"

May 19, 2020

5.0

Max agent is very user friendly.

Pros

Sound quality, incoming and outbound call history.

Cons

The Hang up feature, would be a lot easy if we can hang up when the call ends.

Review Source

Response from NiCE

July 1, 2020

Thanks, Hooi!

MR

Maria R.  
Account Manager  
  
Used the software for: 2+ years

### "Overall positive experience. "

March 18, 2018

4.0

Pros

Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that pause when a call is launched to one of our students

Cons

I wish there were more ad hoc reports and customizable reports associated to schedule adherence. They fall a bit short in that arena.

Review Source

MB

Matt B.  
VP admissions  
Hospital & Health Care  
Used the software for: 2+ years

### "Solid Product"

March 25, 2020

4.0

Pros

Easy to use and install. Minimal turn around time to get up and running.

Cons

Need ot expand the core functions of the WFM without the upgrade

Review Source

Response from NiCE

April 8, 2020

Thanks for your feedback, Matt!

lR

leah R.  
senior Quality specialist  
Computer Software  
Used the software for: Less than 6 months

### "MY work can't be any better"

October 25, 2020

4.0

My overall experience is great easily getting any call recording and track my team on their calls and found their Errors to work on it and develop it, so nice in contact make my task easier and better

Pros

As a Quality specialist, I have to track my teamwork and listen to their call recordings, so with Nice contact am able to listen to their calls at any time if I missed listening to something on their live calls which results by the end of the day to make sure my team members are following our company guidelines and improve our service quality level

Cons

That I gotta wait for 24h to get the recordings, in addition to the inactive time logged me out of the app I wish if they make a little longer to save my time logging back again after signing me off

Review Source

Response from NiCE

October 26, 2020

Thanks for your feedback, Leah.

KO

Krystal O.  
Enterprise Client Success Associate  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "InContact is great!"

November 25, 2020

5.0

Pros

I like that I am able to customize my view of metrics. Call shadowing feature is really helpful as well.

Cons

Sometimes calls will drop or not pick up correctly.

Review Source

KW

Katie W.  
Verifications Manager  
Consumer Services  
Used the software for: 1-2 years

### "Changed Our Department for the Better!"

November 5, 2019

5.0

Pros

It's monitoring and reporting ability. We are now able to track our metrics closely and efficiently.

Cons

You can't "beep" an employee. So if they have been on ACW too long you can't beep/notify them to check in.

Review Source

Response from NiCE

November 25, 2019

Glad to hear that our analytics capabilities are making a difference for you, Katie! We will pass along your feedback to our team.

DDM

Dion DW M.  
Sales Trainer  
Insurance  
Used the software for: Less than 6 months

### "Definite upgrade"

September 3, 2021

4.0

I have found it easy to teach and simple for my agents to walk through

Pros

I love the way the program integrated 4 programs needed to login before. It's easier to be able to login once and get to everything you need.

Cons

There were of course bugs that needed to be worked out and the volume was one that affected in the early stages, but was cleared up quickly

Review Source

JC

Jennifer C.  
Claim Administration Team Lead  
Insurance  
Used the software for: 2+ years

### "Review"

May 20, 2020

5.0

Pros

The software is easy to use. There are many reports available.

Cons

I do not have any complaints as the software is easy to use.

Review Source

Response from NiCE

July 1, 2020

Thanks for your thoughts, Jennifer!

SY

Stanley Y.  
IT System Engineer  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "My review"

May 19, 2020

4.0

Pros

Pretty easy for agent to learn how to use it, like when the integrated softphone just came out, agents can pick up right the way.

Cons

It's been really unstable and lots of issue going on lately. And one thing I hate the most is that when there's a call issue and I'm not able to provide sample contact IDs, then the support will be like....oh we can't do anything without the sample contact IDs, I wish they could be more proactive on that.

Review Source

Response from NiCE

July 1, 2020

Stanley, thank you for your feedback. We'll pass it on to the appropriate teams.

SS

Sybil S.  
ITIL  
Furniture  
Used the software for: 2+ years

### "inContact"

March 25, 2020

4.0

Pros

Integration with SNOW and online support

Cons

Dashboard widgets are not always user friendly

Review Source

Response from NiCE

April 8, 2020

Thank you, Sybil! We'll share your comment on the dashboard with our product teams.

YH

Yoana H.  
UC Analyst  
Telecommunications  
Used the software for: 1-2 years

### "Softphone CXone"

September 25, 2020

5.0

It's very positive

Pros

The softphone have some more and usefull features that other softphones. I feel it's easier to manage your call ( valume, status, etc).

Cons

did not found something the i do not like for now or something that is making the use harder

Alternatives considered

[Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/)

Reason for choosing CXone Mpower

We'd beliave that it works better with the incontact platform

Review Source

Response from NiCE

October 26, 2020

Yoana, thanks so much for your review.

SW

Shuchi W.  
Sr. Analyst  
Higher Education  
Used the software for: 1-2 years

### "Overall a good experience. "

May 5, 2020

3.0

Pros

Is user friendly, easy to use with minimal training.

Cons

Studio scripts are not data table driven.

Review Source

Response from NiCE

May 14, 2020

Thank you, Shuchi.

DG

Dan G.  
Trainer  
Government Administration  
Used the software for: Less than 6 months

### "CXOne"

September 1, 2021

5.0

It's an absolutely marvelous product. We have just implemented it and it we are anxious to utilize more features!

Pros

We used to use an archaic phone system, but now we use CXOne. We have so many new features we could not implement before. Very intuitive.

Cons

Wish the supervisor tool was a little bit better or had more information. Right now we have to use dashboards to supplement our Supervisor.

Review Source

TI

Thaier I.  
Systems Administator  
Alternative Dispute Resolution  
Used the software for: 2+ years

### "Needs work"

November 14, 2019

2.0

Pros

It works eventually after a lot headaches.

Cons

Bad UI, slow customer service, difficult reporting, limited integrations

Review Source

Response from NiCE

November 25, 2019

Thank you for your feedback, Thaier!

CS

Crystal S.  
Customer Service Rep  
Consumer Services  
Used the software for: 6-12 months

### "NICE"

November 19, 2020

5.0

Pros

It's computerized and I am able to use the keypad on the actual telephone

Cons

I'm not able to type in the number and hit enter to initiate the call. And when typing in the number to make a call, it doesn't always type unless you actually click into the search bar

Review Source

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