# Page 17 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 17 - 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 17 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 401-425 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

GC

Giovanni C.  
Quality Assurance Specialist  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Great concept, Needs a Bit More"

November 19, 2020

4.0

It allows us to work day-to-day and fulfills most of our requirements to properly function, but is lacking in some areas

Pros

Lead management is excellent, and the software is very easy to use and navigate

Cons

Call evaluation feature is somewhat limited Some recordings are not synced properly

Review Source

BD

Brian D.  
Trainer  
Insurance  
Used the software for: 1-2 years

### "Phone "

May 8, 2020

4.0

I think it's been great despite the issue mentioned above. Once trained on it, this has been very easy to use.

Pros

It's easy to log into and to use the software once trained.

Cons

As a trainer I have access to a Dashboard to see our agents and their activity. And every once in a while it doesn't load.

Review Source

Response from NiCE

May 14, 2020

Thanks for your review, Brian!

RL

Richard L.  
Sr. Data Analyst  
Hospital & Health Care  
Used the software for: 1-2 years

### "Overall, functionally effective product"

November 5, 2019

4.0

Overall, it served its purpose for us and we continue to successfully use it today.

Pros

The functionality exceeded our expectations and our needs in what we were looking for.

Cons

The reporting functionality was poor and there were a lot of shortcomings in that regard.

Review Source

Response from NiCE

November 25, 2019

Thanks, Richard! Happy to hear we are exceeding expectations.

BG

Bernard G.  
Cloud Consultant  
Computer Software  
Used the software for: 2+ years

### "Excellent CCaaS Leader"

July 18, 2020

5.0

My clients LOVE it. It is a hands down great solution used by many

Pros

It is fully features and includes an award winning WFE solution for a compete integrated answer for cloud CCaaS

Cons

It does not have the scalability of Avaya but is well suited for the mid market and keeps going up every year

Alternatives considered

[Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/)

Reason for choosing CXone Mpower

Incontact is a leader!

Review Source

Response from NiCE

October 26, 2020

Thanks for your comments, Bernard!

DJ

Danielle J.  
Client Services Rep  
Insurance  
Used the software for: 2+ years

### "Ease of Use"

May 26, 2020

4.0

Pros

This product is very easy to navigate. Very user friendly.

Cons

Sometime there are issues with dropped calls or dead air.

Review Source

Response from NiCE

July 1, 2020

Thank you, Danielle.

CS

CHRISTINE S.  
SR Director of IT  
Hospital & Health Care  
Used the software for: 6-12 months

### "Great visibility"

February 26, 2021

5.0

Pros

Prior to NICE we had no visibility into the productivity of our contact center agents. With the powerful reporting tools in NICE we have better insight.

Cons

We integrated NICE with Ring Central allowing us to have one communication platform across the business

Review Source

DB

Dustin B.  
Resort Services VIP Lead  
Hospitality  
Used the software for: 1-2 years

### "Intuitive and Easy to Use"

March 25, 2020

5.0

Pros

For the most part, the software is intuitive and easy to use. Integration into our call center was quick and painless.

Cons

The UI occasionally feels clumsy, and navigating through the different reporting features can be confusing.

Review Source

Response from NiCE

April 8, 2020

Thank you, Dustin. We'll share your comments with our product teams.

DM

Donald M.  
IT Services Manager  
Computer Software  
Used the software for: 6-12 months

### "Great product Great ease of Use "

February 26, 2021

5.0

Pros

its usability and simplicity . Very intuitive.

Cons

Not at this time. Like the productand it is easy to use.

Review Source

VR

Verified Reviewer  
Personnel Supervisor  
  
Used the software for: Less than 6 months

### "NICE Workforce Management makes running a call center so much easier!"

May 10, 2018

5.0

Pros

It is easy to view how efficient the center is, manage schedule adherence and manage our forecasting. My favorite thing though, is that agents can bid on scheduling and vacations, which allows them a voice in scheduling which they enjoy.

Cons

As with any robust system, there is a lot to learn. Be prepared for WFM to spend a good amount of time getting the hang of the software before launching.

Review Source

JS

JAMES S.  
IT Manager  
Financial Services  
Used the software for: 6-12 months

### "NICE inContact CXOne Review"

September 20, 2019

2.0

Pros

The routing works as designed. If the scripts are designed well, it can be a decent product.

Cons

The features are somewhat limited, unless you are good with modifying scripts. When trying to get support, it is a very painful experience.

Review Source

Response from NiCE

December 17, 2019

James, We have asked your Account Manager to address your specific concerns including the full functionality of CXone and integration with Salesforce. Please let us know if there's more we can do to assist - corporatecommunications@niceincontact.com

AT

Aaron T.  
IT Support Supervisor  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Great product "

May 26, 2020

5.0

Great product

Pros

it allow our customer support agents work at home.

Cons

Sometimes it won’t connect to the server.

Review Source

Response from NiCE

July 1, 2020

Thank you, Aaron!

WO

Wanda O.  
IT Network Administrator/Programmer  
Non-Profit Organization Management  
Used the software for: 2+ years

### "WO-WIN211 review"

November 9, 2016

4.0

I have been using incontact since 2006 and have been super satisfied with the service and product. I love the control I have at customizing our system to fit us!!

Pros

I can customize anything to fit our company - do not have to have support assistance with customization

Cons

expenses are hard to understand, rolling out new software sometimes has issues.

Review Source

sP

samantha P.  
Patient Aces Representative  
Hospital & Health Care  
Used the software for: 1-2 years

### "Nice In Contact Review "

September 10, 2021

5.0

Pros

I really like how you could receive a notification when you are getting in bound calls

Cons

I do wish you could be able to customize the nice in contact more

Review Source

MR

Moises R.  
Service Desk Technician  
Financial Services  
Used the software for: 6-12 months

### "The tool you need !"

March 3, 2021

4.0

The need to audit contact is always a must in the industry and NICE inContact was able to completely cover all aspects.

Pros

The ease of integration with other software and the easy-to-use interface with excellent history tracking.

Cons

The ability to view other's specific contact while the contact is active would be a great plus.

Review Source

AK

Atul K.  
GitHub  
Computer Software  
Used the software for: I used a free trial

### "NICE CXone "

September 21, 2022

5.0

You can solve your business problems by doing communication here.

Pros

This software is very cool and very useful

Cons

Its features are very cool, you should also use it

Alternatives considered

[NextGen Office](https://www.capterra.com/p/31268/NextGen-Ambulatory-EHR/)

Reason for choosing CXone Mpower

Nice cxone is very best pletform

Review Source

CT

Carlona T.  
Sr. Customer Service Manager  
Financial Services  
Used the software for: 6-12 months

### "not bad"

November 7, 2019

4.0

Pros

what we liked most was it created efficiencies around call routing

Cons

would like to see more options in WFM and reporting

Switched from

[Zultys MX System](https://www.capterra.com/p/162194/MXIE/)

needed a tool with more options and efficiencies- NICE does give us this

Review Source

Response from NiCE

December 17, 2019

Thanks for your comments, Carlona!

JS

Javier S.  
Customer Service Agent  
Pharmaceuticals  
Used the software for: 1-2 years

### "NICE inContact Review / Survey"

October 31, 2019

4.0

Pros

The flexibility, the almost infinite options in order to customise it and adapt the app to our service and needs.

Cons

The dependency on internet stability. The little lag when working with it (sometimes)

Review Source

Response from NiCE

November 25, 2019

Thanks Javier. We are glad that the customization features are working well for you!

mM

maria M.  
claims assistant  
Insurance  
Used the software for: 2+ years

### "good quality of calls "

May 27, 2020

5.0

Pros

very easy to use. super fast. everyone likes it

Cons

none. never had any issues with the system.

Review Source

Response from NiCE

July 1, 2020

Thanks, Maria!

BF

Brad F.  
IT Manager  
Insurance  
Used the software for: 2+ years

### "Remote Agents"

August 9, 2018

5.0

Pros

I love the scalability and the flexibility to add agents or remove agents. Adding lines or ports when need to peak times of the year. I like being able to change my routing / scripts as needed and not having to wait on a developer.

Cons

I really have nothing on the software that I am not happy with.

Review Source

MC

Mwai C.  
Customer Support  
Computer Software  
Used the software for: 2+ years

### "User Friendly, fast speed "

March 19, 2020

5.0

Pros

Easy to use, Search function worked very well

Cons

Frontline Agent Console is complicated to use

Review Source

Response from NiCE

April 8, 2020

Thanks, Mwai!

AK

Angela K.  
Manager  
Environmental Services  
Used the software for: 1-2 years

### "Mixed review"

December 17, 2019

4.0

Service is well intentioned but not good at solving problems.

Pros

Visibility in the your call queue and information about the call

Cons

difficulty in understanding all features and when they are available

Reason for choosing CXone Mpower

Better features

Review Source

Response from NiCE

January 6, 2020

Thank you, Angela. We'll share your comments with the appropriate teams.

DA

David A.  
Kunderådgiver  
Marketing and Advertising  
Used the software for: 2+ years

### "Good-ish"

February 25, 2021

3.0

Pros

I like the possibility to call others, get phonecalls and send mails. I tis relativly easy, even though it could improve

Cons

It is difficult to controll who calls and if you wanna answer or not. If a call breaks , you have to finnish it before you can call back. It should be a call back button.

Review Source

CO

Crytal O.  
Claims Advisor  
Automotive  
Used the software for: 1-2 years

### "Work"

February 25, 2021

5.0

I have little to no issues and they are corrected in a timely manner.

Pros

I like the Ease of use. I can not think of a desired feature.

Cons

Sometimes it freezes. But after restart it works fine.

Review Source

JP

James P.  
Real Time Analyst  
Telecommunications  
Used the software for: 1-2 years

### "Fairly good product!"

September 18, 2019

4.0

Its been a great software!

Pros

I like how clean and modern it looks. All of the buttons are very clean and easy to navigate.

Cons

I don't like the lack of statistics available on the Max Dialer

Review Source

Response from NiCE

October 10, 2019

James, thank you for your review. We will pass on your comments to our development team.

SK

Shawn K.  
Business systems admin (InContact, Bomgar)  
Information Technology and Services  
Used the software for: 2+ years

### "Recording so useful"

April 14, 2017

5.0

We record all inbound and outbound calls. I can not mention how many times the recording has saved frustrations to settle things. accessing the recording is easy - just locate the call, click the recording tab, listen by having the system call your phone or download the file & listen on your computer. easy !

Pros

easy to use.

Cons

storage can get expensive.

Review Source

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