# Page 2 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 2 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 26-50 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use vK vignesh K. Technical specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "Efficient, Scalable, and Easy to Manage" April 22, 2025 5.0 As an admin, my overall experience with CXone has been very positive. The platform offers a robust set of tools for managing users, skills, routing, and reporting. The Admin interface is user-friendly once you get past the initial learning curve. I especially appreciate the flexibility in configuring call flows and IVRs using Studio. CXone also provides solid documentation and responsive support when needed. It’s a reliable platform for managing large-scale contact center operations Pros Unified agent interface. It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently. It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction. Cons Honestly zero Dislike for this product, I love this product, Adding More AI Capabilities in reporting using AI will be more helpful Review Source Response from NiCE May 12, 2025 Thank you for your review. We are happy to hear that you love CXone Mpower and find it a reliable platform for managing large-scale contact center operations! CP Cara P. Access to Services Section Manager Civic & Social Organization Used the software for: 1-2 years ### "Great customer service!" March 5, 2025 5.0 It's been great. The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive. The customer service has been great. Pros Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel. Cons Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great. Review Source Response from NiCE May 12, 2025 We appreciate the 10/10 review! We also appreciate the feedback on the training needed for reporting, and we will share this with our customer support team. Thank you for taking the time to recommend NICE CXone Mpower! AA Ahmed A. EMEA Global Service Desk Lead Computer Software Used the software for: 2+ years ### "3 years daily review" March 1, 2025 5.0 Reliable for daily use Reliable reporting system Feature to create/generate your own reports Pros Reliable for IT Service Desk Supervisor monitoring and actioning features Setting proficiency for analysts Cons Forbidden error must clear cache to be able to reach the site Rare glitches that you have to refresh the page Review Source SM Sergio M. Senior Call Center Administrator Telecommunications Used the software for: 2+ years ### "NICE CXone Product Review" October 30, 2024 4.0 Pros The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items. Cons The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented. Switched from [Five9](https://www.capterra.com/p/132405/Five9/) I wasn't around at that time with the company; however, they were seeking more options in the product suite. Review Source SP Sarah P. Automation Consultant Financial Services Used the software for: 2+ years ### "Great Business Partner" October 30, 2024 4.0 Good experience, everyone we've worked with has been helpful. It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected. Pros Leading edge of contact center technology Cons Lack of support and training and downtime due to issues. Alternatives considered [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Reason for choosing CXone Mpower I'm not sure, I wasn't a part of that discussion. Switched from [Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/) Technology was no longer supported by Cisco Review Source VJ Vipul J. Senior Manager Quality Financial Services Used the software for: 2+ years ### "One Stop Solution" October 17, 2024 4.0 Worth trying if you are looking for a contact center solution to manage your all needs. Pros User friendly with advance features including planning, managing real times queues, quality management etc. Cons having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background Review Source VR Verified Reviewer Scheduler Consumer Goods Used the software for: 6-12 months ### "Efficient and functional software " August 12, 2025 5.0 My overall experience has been awesome and will continue to let my higher ups know about how useful this product had been for us. Pros The ease and functionality of it. I never have issues with the phone system and replaying my calls Cons I cannot think of anything so far that be a downside. Maybe how I am unable to pre record a voicemail. Review Source NK Nila K. Customer experience Health, Wellness and Fitness Used the software for: Less than 6 months ### "NICE is nice!" June 11, 2025 5.0 My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier Pros Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great Cons Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls Review Source NN Nick N. Workforce Management Financial Services Used the software for: 2+ years ### "Nick's Review" October 2, 2024 3.0 Good. The web-based experience gives us the flexibility to switch browsers if we experience issues. Pros Real-time monitoring, BI Reporting, and easy phone skill changes. Cons We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold. Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Our contract was ending and we wanted to give IEX a shot. Review Source Christian P. Customer Service Financial Services Used the software for: Less than 6 months ### "Phone review " January 3, 2025 5.0 Simple layout. Great connection made when on the phone with customers Pros The breakdown of how long I’ve been in each que Cons The weird echo noise when on a call. Not much training available on how it works Review Source LS Laila S. Payment Solutions Advisor Banking Used the software for: Less than 6 months ### "Needs more improvement" December 15, 2024 4.0 fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away. Pros easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features. Cons laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail. Review Source JW Jim W. admin Apparel & Fashion Used the software for: 6-12 months ### "It's Not Bad " October 21, 2024 3.0 i would say it's ok but not great. Needs more flushing out Pros nice interface easy to use and very straight forward. Cons lacks features of other competitors. Needs to be more robust. Review Source TP Teresa P. Technical Support Specialist II Non-Profit Organization Management Used the software for: Less than 6 months ### "NICE customer advocacy " March 18, 2025 4.0 As part of the technical group, I find it easy to use and understand. I also find it easy to troubleshoot when there are problems. Pros I like that it is user friendly. reliable and that the platform is easily scalable. Cons It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features. Review Source JB James B. Network Engineer V Hospitality Used the software for: 2+ years ### "Stuff \[sensitive content hidden\] Thinks" June 7, 2024 5.0 Pretty darn good, there are dark spot also, but in general good. Pros The ability to do whatever I think of, I can do Cons Troubleshooting the "Carrier Services" is not what I would call "stellar" Reason for choosing CXone Mpower It was chosen before I started, so Not applicable Review Source KH Kiyanna H. Client Care Specialist Furniture Used the software for: 1-2 years ### "Makes life easier!" June 7, 2024 5.0 My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers. Pros I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate. Cons There can be some minor connection issues every now and then, but nothing too intense. Review Source Response from NiCE May 12, 2025 So happy to hear that NICE CXone Mpower makes your life easier! Thank you for leaving a review. JH Juliana H. Quality Utilities Used the software for: 1-2 years ### "Excellent Product " June 6, 2024 5.0 Pros QMA - is used daily and very user friendly, record keeping, reporting. Cons Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings. Review Source VR Verified Reviewer Supervisor Telecommunications Used the software for: 1-2 years ### "My experiance as a team lead with NICE CXone" May 18, 2023 5.0 As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance. Pros My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support. Cons Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best. Alternatives considered [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/)[UJET](https://www.capterra.com/p/164070/UJET/) Reason for choosing CXone Mpower Cost and personalization Review Source Tomáš S. Social Media Specialist Banking Used the software for: 2+ years ### "Great client's and customer experience" August 21, 2023 5.0 implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes. Pros wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform. Cons Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone. Reason for choosing CXone Mpower price, flexibility, wide range of features, great customer support available almost anytime Review Source JH James H. Senior Director Consumer Services Used the software for: 2+ years ### "NICE CXone is Super Flexible" February 8, 2024 5.0 Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to \[sensitive content hidden\]! Pros Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance. Cons It's on the expensive side. However, you get what you pay for, so the value is certainly there. Reason for choosing CXone Mpower NICE CXone has been a good partner and provides us with support and options when needed. Some of these other products aren't as robust. Review Source AA Amy A. Director, Community Impact Information Services Used the software for: 2+ years ### "Nonprofit that Highly Recommends NICE InContact" August 24, 2023 5.0 Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support. Pros The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features. Cons Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix. Review Source BW BRANDON W. Manager, Telecommunications Internet Used the software for: 2+ years ### "USERHUB Review - RentPath" October 3, 2019 5.0 Pros I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time. Cons As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column. Review Source Response from NiCE October 29, 2019 Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams. SS Steven S. Workforce Manager Used the software for: Less than 6 months ### "Constant Service Issues, Terrible Customer Support" October 13, 2016 2.0 While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal. Pros Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting. Cons \- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services Review Source AK Adam K. Workforce Manager Consumer Goods Used the software for: 6-12 months ### "I can't use this" August 31, 2023 1.0 I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver. Pros Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA). Cons You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own. Reason for choosing CXone Mpower All in one solution. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) All in one solution. Review Source PK Paul K. Quality Manager Medical Devices Used the software for: 2+ years ### "Call Center software with great functionality" December 11, 2018 5.0 Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report. Pros Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization. Cons For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm. Review Source Shanice P. Customer Service Agent Telecommunications Used the software for: 1-2 years ### "Nice Interface" May 16, 2022 5.0 I loved the app it helped my agents perform their jobs more efficiently Pros I love how i was able to control the information uploaded into the software for employees to manage. Cons The setup process is not easy if your not knowledgeable of the content and or company your using the software for Review Source Similar Products Featured