# Page 22 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 22 - 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/)

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Last updated March 13th, 2026

# Page 22 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 526-550 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

aM

amanda M.  
PATIENT SERVICES COORDINATOR  
Hospital & Health Care  
Used the software for: Less than 6 months

### "n/a"

September 13, 2021

4.0

n/a

Pros

i like that there is just a headset and not a desk phone to worry about

Cons

the only thing i dont like is that if the computer is having an issue, connectivity, then the phone cant be used

Review Source

NH

Nathan H.  
Sales and Tech Support Manager  
Printing  
Used the software for: Less than 6 months

### "CXone"

November 5, 2019

4.0

Pros

Quick replies are great for saving time and having consistent messaging.

Cons

Software seems geared more towards phone calls versus emails. Lacks functionality to make email processing seamless with the other channels.

Review Source

Response from NiCE

November 25, 2019

Thanks, Nathan! We are happy to hear that quick replies are working and will pass along your comments on email functionality to our development team.

DT

DeSean T.  
Install support  
Design  
Used the software for: 1-2 years

### "Still a fan"

June 30, 2025

4.0

I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win

Pros

Ease of use, makes daily task easier. The ability to navigate systems, decreases work time. Ability to finish task in a timely manner

Cons

Some times it seems complex. Would prefer multiple screen acces. Give the ability to work on several projects at once

Review Source

BR

Brendon R.  
Call rep  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Nice"

February 25, 2021

5.0

Good

Pros

i like it because it gives me a 2 min break in between calls

Cons

I dont like talking to people so overall i guess its cool

Review Source

cD

cassie D.  
csr  
Insurance  
Used the software for: Less than 6 months

### "nice max"

September 4, 2021

5.0

excellent

Pros

love it easy to use quality is good. definitely recommend

Review Source

JF

Jacqueline F.  
Customer Service Rep  
Government Administration  
Used the software for: Less than 6 months

### "Easy to use software"

February 26, 2021

3.0

Pros

The software is extremely exact and not especially difficult to use.

Cons

I am logged off by the software automatically if idle in any status except available.

Review Source

DS

Dwight S.  
Lecturer  
Higher Education  
Used the software for: Less than 6 months

### "Great workforce management"

November 2, 2022

5.0

Pros

Easy to use and understand. It's a great too to manage the hours of each employee especially when a reasonable size one.

Cons

I haven't had any issues while using this software to date.

Review Source

cL

courtney L.  
base management  
Accounting  
Used the software for: 6-12 months

### "love it"

November 17, 2020

5.0

great

Pros

easy too use and very helpful. i just love it

Cons

freezing sometimes, bad echo when calls comes in

Review Source

KB

Keith B.  
Specialist  
Insurance  
Used the software for: 2+ years

### "NICE/inContact Usage"

March 30, 2020

5.0

We have call recording, coaching which allows are Supervisors the ability to listen to calls to provide valued training to analysts that need and positive feedback.

Pros

The easiness of how to use the system and it has all of the desired features needed in our call center.

Cons

At this time, I do not have any Cons with the software.

Review Source

Response from NiCE

April 8, 2020

Thank you, Keith!

GG

Gretchen G.  
Manager, Contact Center Platforms and Applications  
Telecommunications  
Used the software for: Less than 6 months

### "InContact is our chosen and preferred cloud based platform!"

November 17, 2016

5.0

We have been in the contact center industry for a long time and have went through various vendors over the years. InContact has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

Pros

Ease of use. Ability to train multiple people on different aspects and roles. Easily configured and managed. Constantly being updated and improved. The new supervisor mode was the best improvement yet.

Review Source

CF

Cody F.  
OPE Associate  
Telecommunications  
Used the software for: 2+ years

### "CXone"

May 12, 2020

4.0

Pros

Feature rich software that is easy to use when the product working

Cons

Technical Support is slow on most occasions

Review Source

Response from NiCE

July 1, 2020

Thank you, Cody. We'll share your feedback with the appropriate teams.

CM

Claudia M.  
Customer Care Supervisor  
Retail  
Used the software for: Less than 6 months

### "Nice inContact CXOne review "

March 11, 2020

4.0

Pros

The software is pretty user friendly. Our newer agents have an understanding fairly quickly.

Cons

1) A help icon should be integrated. 2) often loses connectivity with our headsets

Review Source

Response from NiCE

April 8, 2020

Thank you, Claudia! We'll share your feedback with the relevant teams.

RR

Regina R.  
Out-bound agent  
Telecommunications  
Used the software for: 6-12 months

### "Crystal clear"

September 9, 2018

4.0

Pros

The sound quality is excellent. Customer always hear me loud and clear. I have never experiences poor sound quality, no static or interference.

Cons

Some times the dialer runs a little a head of it self and connects a call too quickly.

Review Source

LT

Lesley T.  
Workforce/Operations Specialist  
  
Used the software for: 1-2 years

### "Cannot handle high volume of calls."

September 22, 2016

2.5

Pros

The best feature of this product is the customized dashboard for real time management and historical trends.

Cons

System crashes multiple times daily. Dashboard can contain a maximum of 20 widgets. As a real time analyst, I need to see several different views at one glance to make efficient changes.

Review Source

DE

Dan E.  
software engineer  
Financial Services  
Used the software for: 2+ years

### "Nice Solution"

November 18, 2019

5.0

been a great solution for us. with the in house development, we can make changes quickly

Pros

Allows end user to develop and implement solutions on their own.

Cons

If you inherit someone else's work and it was not properly maintained, it can be a chore to find dependencies and

Review Source

Response from NiCE

January 6, 2020

Thank you, Dan!

RC

Russ C.  
CSR II  
Retail  
Used the software for: 1-2 years

### "Contact Center Software by inContact - A fair and honest review."

September 23, 2016

4.0

Pros

99.99 % uptime guarantee seems to be accurate. The most important part of this software is having it up and running, which the contact center has done.

Cons

Occasionally there are tech issues which to not directly affect the uptime, but still make it difficult to ensure the calls are coming through.

Review Source

FD

Fadil D.  
Team Lead Telecommunications  
Information Technology and Services  
Used the software for: 6-12 months

### "Admin Changes"

November 14, 2019

4.0

Pros

Max Agent ease of use. The ability to type a persons name and call them.

Cons

Making admin changes are hard to figure out

Reason for choosing CXone Mpower

Your salesman was a better sale person.

Review Source

Response from NiCE

November 25, 2019

Fadil, thank you for your feedback. We will have your TAM reach out to assist you with the changes you're trying to make.

NB

Nefertiti B.  
AA Agent  
Information Services  
Used the software for: Less than 6 months

### "Awesome software!"

February 26, 2021

5.0

Has been superb!

Pros

What I like most about this software is the ease of use when using it for the first time.

Cons

What I least like about the software is the constant freezing and having to log out and log back in.

Review Source

MH

Michael H.  
Sr Network Engineer  
Consumer Services  
Used the software for: Less than 6 months

### "Contact Center Made EZ"

November 5, 2019

5.0

Pros

Easy Transition to the product. Tons of great granularity into what you want in your call center

Cons

Learning Curve, but gets better the deeper you dig.

Review Source

Response from NiCE

November 25, 2019

Thank you Michael!

BE

Brent E.  
Vice President  
Retail  
Used the software for: 1-2 years

### "Powerful Call Center Software"

August 3, 2018

5.0

inContact Call Center Software allowed us to seamlessly configure and operate multiple call centers as we launched our startup.

Pros

Very customizable. Agent friendly UI. Powerful and automated reporting.

Cons

Detailed configuration of the IVR could not be done in the cloud, it required a local Windows client.

Review Source

EH

Ed H.  
  
  
Used the software for:

### ""

August 18, 2011

5.0

Truly one of the major benefits that we were able to attain from a solution such as this was improved analytics and reporting capabilities. With our previous solution we were very limited with the canned style reports that we had. Now, we're able to have a lot of robust reports to see real time statistics. We have improved disaster recovery, we're leveraging inContact's geographically diverse data centers. We have a 99.9% Service level agreement with them and we're able to keep all the callers in queue if we have any type of premise based issue that we need to deal with. In the last 3 years since we've been using the inContact solution, we've actually grown 239%. The ability to scale to meet that growth rate is really important to us.

Review Source

BM

Brandie M.  
Customer Operations Specialist  
Food Production  
Used the software for: Less than 6 months

### "NICE inContact CXone"

October 31, 2019

4.0

We really like it and it works well for our business use

Pros

Easy to navigate and understand for the whole team

Cons

There are no cons that I can think of at the moment.

Review Source

Response from NiCE

November 25, 2019

Thanks so much Brandie! Happy to hear!

CL

Cristy L.  
Patient service Rep  
Hospital & Health Care  
Used the software for: Less than 6 months

### "GREAT! "

October 23, 2020

5.0

Absolutely amazing!

Pros

Easy to use and reliable. This software makes my life easy!

Cons

Nothing, everything is great and works great !

Review Source

Response from NiCE

October 26, 2020

Glad to hear you're having a great experience, Cristy. Thank you!

DT

David T.  
Manager  
Retail  
Used the software for: 1-2 years

### "inContact for inbound CS"

September 13, 2016

3.0

Pros

Competitively priced. Functional call delivery. IVR back end was pretty easy to navigate.

Cons

Poor visibility to customer history on previous contacts, particularly via email agent. Integration with CRM software wasn't competitive with marketplace.

Review Source

JG

Jiteshwar G.  
Associate Consultant  
Consumer Services  
Used the software for: Less than 6 months

### "Incontact daily use at work"

February 26, 2021

5.0

Pros

The ease of it showing everything on a small popup window to take calls and emails.

Cons

we cant do text messages on my side which i didnt like

Review Source

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