# Page 19 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 19 - 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 19 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 451-475 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

CG

Cashiel G.  
AP  
Packaging and Containers  
Used the software for: 1-2 years

### "IC Usage"

October 28, 2020

3.0

Pros

queue based emails are easy to manage and work.

Cons

Once responded to an email there is no possibility to recall or go back to said email. everything comes through as attachments.

Review Source

BH

Brandon H.  
Network Engineer  
Computer Software  
Used the software for: 6-12 months

### "NICE inContact CXone Review"

November 5, 2019

4.0

We have call center services we provide for our customers. We needed a platform that integrated better with more robust APIs that talked to Salesforce. Our agents also needed a more reliable platform to use.

Pros

It's cloud-based. Easy to use interface. Agents here seem to enjoy it. It is fully integrated with our Salesforce instance.

Cons

Was a little pricey compared to other competitors.

Alternatives considered

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Five9](https://www.capterra.com/p/132405/Five9/)

Reason for choosing CXone Mpower

They were able to meet our needs and met our requirements better than the others, even though it was a little more expensive.

Switched from

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Five9](https://www.capterra.com/p/132405/Five9/)

LiveOps stinks and support for the product is nonexistent.

Review Source

Response from NiCE

November 25, 2019

So happy to hear that the integration with Salesforce is working well for you! Thank you for the feedback Brandon!

TM

Toby M.  
Senior Engineer  
Industrial Automation  
Used the software for: 1-2 years

### "NICE inContact Review"

February 25, 2021

3.0

middle of the road

Pros

On th laptop so you can take it anywhere. Set up working hours and easy to use

Cons

Doesn't always work properly, keep losing connection

Review Source

CD

Charla D.  
CSR  
Insurance  
Used the software for: 1-2 years

### "Simple and to the Point"

May 19, 2020

4.0

Pros

The software is user friendly. Very few crashes or malfunctions.

Cons

The software doesn't resize well when trying to use it on the screen with other software.

Review Source

Response from NiCE

July 1, 2020

Thank you, Charla.

KS

Kathleen S.  
Customer Service Representative  
Insurance  
Used the software for: 1-2 years

### "Very pleased with NICE inContact!"

May 19, 2020

5.0

Pros

Very Easy to use. I very seldom have any issues with it.

Cons

There is really nothing that I don't like about the software. It works well with other software.

Review Source

Response from NiCE

July 1, 2020

Thanks, Kathleen!

GD

GIOVANA D.  
customer service  
Insurance  
Used the software for: 1-2 years

### "Easy to use"

May 19, 2020

5.0

Pros

it is very easy to use and we have a good communication with customers and with the company.

Cons

It could have more features to save notes.

Review Source

Response from NiCE

July 1, 2020

Giovana, thank you for your feedback.

JL

Joshua L.  
Operational Support Manager  
Non-Profit Organization Management  
Used the software for: 2+ years

### "NICE inContact "

December 28, 2020

4.0

Pros

Because it's integrated into our CRM, agents don't need to worry about logging into it separate systems. Instead they SSO into the CRM.

Cons

With an international organization spanning different time zones, twice a year when the time changes it is difficult for each of our units to decipher the hours of operations adjustments based on the Mountain Time Zone.

Review Source

SS

SARA S.  
SUPPORT  
Leisure, Travel & Tourism  
Used the software for: 1-2 years

### "best option for our company"

November 17, 2020

4.0

Pros

the ease of use of the tracking, i lobe the data within the system. i wish there were more analytics. however what it has works well

Cons

there is a lag and sometimes calls will randomly drop. sometimes the calls get sent to the wrong dept.

Review Source

GF

Gilbert F.  
Vendor Manager  
Consumer Goods  
Used the software for: 1-2 years

### "Review of InContact"

March 30, 2020

3.0

Pros

I liked the recordings & reports held for more than 90 days.

Cons

The giant fluctuations in data depending on how reports are created.

Review Source

Response from NiCE

April 8, 2020

Thank you for your review, Gilbert.

JB

Jacob B.  
  
  
Used the software for: 2+ years

### "null"

April 9, 2018

4.0

Review Source

SM

Sarah M.  
Claims Administrator  
Insurance  
Used the software for: 6-12 months

### "InContact Review"

May 19, 2020

5.0

I enjoy using it. I like that it shows how much time I spend doing what.

Pros

I like that it is ease to get the hang of and that I can see the call history. I also like how easy it is to find colleagues to call.

Cons

I feel that it would be nice to change the ring to a customizable ring to be a little more soft.

Review Source

Response from NiCE

July 1, 2020

Thanks so much, Sarah!

mM

michael M.  
Qality control/compliance  
Automotive  
Used the software for: 6-12 months

### "Inconsistent"

October 23, 2020

3.0

Inconsistent.

Pros

the multiple search options for locating call recordings.

Cons

The system logs out too quickly and sometimes while working in a file. Then I'll have to start my search all over again. I need to be logged in all day. Anything less is unacceptable.

Review Source

Response from NiCE

October 26, 2020

Michael, we'll share your feedback with the team. Thank you.

JS

Jessica S.  
TECNICA  
Banking  
Used the software for: 6-12 months

### "Facilidade e praticidade é tudo no nosso dia a dia"

August 28, 2021

4.0

Pros

Facilidade de utilizar, simples e eficaz

Cons

Acredito que deve melhorar em questão de alguns erros que de vez enquanto aparece , e algumas vezes trava

Review Source

CV

Christy V.  
CRM Manager - Customer Operations  
Food Production  
Used the software for: 1-2 years

### "Review"

November 12, 2019

4.0

Utilizing to interface with Salesforce Agent.

Pros

It was available as good option with support along with the CTI selected.

Cons

It looks like a telephone/softphone but is not. Ex: cannot dial out or use as a softphone. That has confused our agents.

Reason for choosing CXone Mpower

Because we are using InContact.

Review Source

Response from NiCE

November 25, 2019

Thank you for your feedback, Christy.

MB

Matti B.  
Nerd  
Information Technology and Services  
Used the software for: I used a free trial

### "Cant log in"

November 22, 2020

1.0

if all apps on computer and it environment works like these world will end quite soon.

Pros

Terrible, register and newer got log in. reset account several times no mail no nothing.

Cons

in 10 years has seen so lazy support and app work.

Reason for choosing CXone Mpower

looks nice when read, but it is just treaming.

Review Source

SN

Sean N.  
Account Manager  
Computer Software  
Used the software for: 6-12 months

### "Cloud Customer Experience"

November 15, 2019

5.0

Pros

Thew workforce optimization features allow for a fully customizable voice recording and downstream action plan.

Cons

Deployment of any new software takes lead time and planning, but this was easier than most IMO.

Review Source

Response from NiCE

November 25, 2019

Sean, we are glad to hear your deployment went well. We are looking forward to a long and successful relationship.

JJP

Juvhel Jason P.  
Analyst  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "My Review"

December 27, 2018

2.0

One of the problems I experienced on using this WFM tool is it can't select/filter employees. It has to be on a group. Filtering employees from a different group is not allowed.

Pros

Not much. Maybe it is easy to use but still needs more improvements.

Cons

It's features and functionality. Too much manual work. And the reports are not the flexible.

Review Source

YC

Yves C.  
Talent Acquisition Specialist  
Human Resources  
Used the software for: Less than 6 months

### "A NICE Way To Contact Prospects"

October 23, 2020

5.0

Overall, I'm currently having a pleasant experience using inContact and it's features. It shines best thru the use of the calling feature which still hasn't let me down. The audio is crisp and the UI is simple and easy to use.

Pros

The web app is seamless and easy to use. It gives the user the ability to call anyone across the nation with just a few clicks. It's also reliable since there still isn't a time that I got disconnected to a call.

Cons

The tool does not have any text messaging feature. It would be nice if they could add it in the future since some we are contacting multiple people and it causes confusion to have a phone for calling and the other for texting.

Review Source

Response from NiCE

October 26, 2020

Thanks for sharing your experience!

SG

Skylar G.  
Customer Service Representative  
Insurance  
Used the software for: 6-12 months

### "Review"

May 19, 2020

4.0

The overall experience makes daily functions manageable.

Pros

The ease of being able to listen to recorded calls, place customers on hold, and the ability to transfer the calls to other departments.

Cons

The transfer music to other representatives is very difficult to listen to.

Review Source

Response from NiCE

July 1, 2020

Thanks for taking the time to review us, Skylar!

FL

Florence L.  
Travel consultant  
Airlines/Aviation  
Used the software for: 6-12 months

### "Mostly solid, except for when it glitches"

February 24, 2021

3.0

Pros

For the most part, it was easy to use and pretty clear when calls came in, and how to answer them.

Cons

Sometimes it would show "Call refused" when no alert came through, which was frustrating for someone in a call center.

Review Source

SG

Skielar G.  
Business Development Agent  
Automotive  
Used the software for: 6-12 months

### "great phone system!!"

August 31, 2018

5.0

Pros

I used this software at my sales job and it made my life a lot easier. The different dialer settings allowed me to distinguish whether I was on break, lunch, available, in a meeting, etc.

Cons

The system would often freeze up when switching between settings and would force me to reboot my system.

Review Source

SV

Sabriena V.  
Customer Service Manager  
Security and Investigations  
Used the software for: 1-2 years

### "Great experience! Easy to use and teach."

June 24, 2018

5.0

Pros

I like how user friendly it is. It's a great program for entry level positions. It's very appealing to the eye as well. It's not boring to look at all day.

Cons

It's super glitchy and our company has experienced several problems with different errors. It's complicated to teach how to resolve errors because another is bound to happen.

Review Source

MB

Mello B.  
Recruitment Lead  
Staffing and Recruiting  
Used the software for: 1-2 years

### "User-friendly tool"

April 2, 2020

4.0

Good

Pros

This too is very easy to use. It has all the features that is required.

Cons

Availability of more standardized reports

Review Source

Response from NiCE

April 8, 2020

Thank you for your review!

MW

Mary W.  
Claim Manager  
Insurance  
Used the software for: 1-2 years

### "NICE Review"

May 19, 2020

5.0

Overall, a great product.

Pros

It's user friendly. Easy to access and little to no downtime.

Cons

I don't have any issues with the product.

Review Source

Response from NiCE

July 1, 2020

Thank you!

NK

Nick K.  
I/T Manager  
Financial Services  
Used the software for: 2+ years

### "They Absorbed Call Copy"

May 5, 2020

3.0

maybe Nice / InContact themselves have better product but call copy was broken.

Pros

We used Call Copy for years and Nice/inContact bought the company. We were promised screen capture and never got it.

Cons

Screen capture never worked, server started to fail and didn't have too much help from support during it.

Review Source

Response from NiCE

May 14, 2020

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

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