# Page 4 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - 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 4 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 76-100 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Abel A.  
Agent  
Hospitality  
Used the software for: Less than 6 months

### "Avis Nice cxone "

September 29, 2023

4.0

it's software that I liked because it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which has responsive and useful support for things that work but it would be preferable if the fall 23 version could resolve the problems submitted to it

Pros

it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which also has responsive and useful support for things that work

Cons

I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered

Review Source

NG

Nakeshia G.  
Service Desk  
Information Technology and Services  
Used the software for: 6-12 months

### "CXOne the good and bad"

October 26, 2020

3.0

Pros

This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively

Cons

The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.

Switched from

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

This product didnt have the capabilities to assist with the type of work and functions needed by a large call center that was 24/7 265.

Review Source

Irv V.  
Service Provider Manager  
Facilities Services  
Used the software for: 2+ years

### "Great for a small call center"

November 2, 2018

5.0

My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.

Pros

Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams)

Cons

When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)

Review Source

AL

Angie L.  
Ing Software  
Information Technology and Services  
Used the software for: 2+ years

### "Es preciso"

July 16, 2023

4.0

Pros

Me parecio muy util ya que ha la hora de solicitar infomes sonprecisos y consisos, cuenta con una interfas grafica agradable a la vista.

Cons

Por otro lado cuano se esta generando un informe automatico es algo tedioso de completar.

Review Source

CC

Carlos C.  
CEO  
Computer Software  
Used the software for: Less than 6 months

### "BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs"

February 7, 2017

1.0

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie. Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else. After we signed our contract, everything turned into $$$$ for this, $$$ for that. I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process. While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had. When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients. It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it. The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product. Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros

Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons

Too long and complicated to set up Too many random issues that we had to figure out ourselves No mobile solution SMS support is too pricey.

Review Source

LM

Lucas M.  
TECNICO  
Telecommunications  
Used the software for: 6-12 months

### "NICE CXONE is a great tool for your company."

August 28, 2021

5.0

The nice one met the company's need in terms of communication with customers very well, as it became much easier.

Pros

Nice is a great tool for me because as I work every day in contact with the client, the calls never crash and don't fail, making my work more effective.

Cons

I think nice would be even better if it had a break time notification system so employees don't crash breaks.

Review Source

DS

Dennis S.  
IT Infrastructure Specialist  
Chemicals  
Used the software for: 2+ years

### "Nice system to keep inContact with user base"

October 26, 2020

4.0

Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.

Pros

NICE inContact is easy to use and has a wide variety of configuration possibilities. The interface for designing call/chat flows works well and is nicely designed. It's easy to use from an agent perspective

Cons

The MAX client is a little clumsy to use and has a few drawbacks because it is a browser page. Among them are: - Messages clear once viewed until there is a new message (all of them showing again is helpful. - Notifications are saved cookies that get cleared at times when the browser is not even set to clear cookies. - No dashboard options for agents.

Reason for choosing CXone Mpower

I was not on the team to choose the product.

Review Source

DL

Dolores L.  
Director of IT  
Telecommunications  
Used the software for: 2+ years

### "Service/Product Review"

December 13, 2019

4.0

It has been a positive experience overall; however, if there is one area to improve upon, I'd say it's the Reporting tools. We used inTouch heavily up until it stopped working (End of Life)...and custom reports does not have anything to replace what we used within inTouch (close to real-time report data and snapshots in 30 min to hourly to daily increments).

Pros

1\. Up-time, 2. Usability and 3. Cost.

Cons

Reporting! It feels like we took 2 steps backwards with the reporting suite that IC offers. We primarily used inTouch reporting/dashboards (instead of IC Central reporting) until it stopped working (end of life), and there isn't anything comparable within IC's reporting tools that comes close to replacing inTouch reports.

Reason for choosing CXone Mpower

It basically boiled down to "more bang for our buck"...we had a connection with the company which helped seal the deal.

Review Source

Response from NiCE

January 6, 2020

Dolores, we value your feedback about reporting. Thanks for the positive review and we'll be sure to share your comments with the appropriate teams.

LM

Lilia M.  
Insurance agent  
Insurance  
Used the software for: Less than 6 months

### "How may I help you?"

July 31, 2022

5.0

So far I think is a very good software that works perfectly integrated with other communication system we need to work with at the same time

Pros

This software is pretty friendly and easy to use. Kepts you connected all the journal.

Cons

There are some features that I still dont know how to use, but I think is because of the very basic training.

Switched from

[Chase Software](https://www.capterra.com/p/206180/Chase-Software/)

Because I am working with another company

Review Source

RR

Renae R.  
Supervisor/Customer Service Representative  
Telecommunications  
Used the software for: 2+ years

### "Nice CXone is very user friendly for call taking"

October 31, 2021

4.0

Pros

I like that this application is easy to use. The log in process is seemless depending on if you wish to use a usb headset or not. I also like that you have different log in options you can select from pertaining to the department you work in. You can track your log in and log out times. I like how you can coach an agent if needed while they are on a call, so there are alot of perks to this software.

Cons

There wasnt anything i found yet that i didnt like about the software.

Review Source

José María P.  
Sr HR Services Administrator  
Human Resources  
Used the software for: 6-12 months

### "InContact NICE"

November 20, 2020

5.0

It’s good system. I do like the way it works and how we handle work with customers using NICE

Pros

I do like the way I can run reports and how can I select the ring tone for my customer calls

Cons

Sometimes system is really slow and it’s hard to answer calls

Review Source

Charity Mae C.  
Senior Agent  
Telecommunications  
Used the software for: 1-2 years

### "It's so nice to have NICE!"

June 25, 2023

5.0

Pros

I like how it is useful for workforce management

Cons

I have no complain because so far this is the best for me

Review Source

RW

Ron W.  
Desktop Support Specialist  
Computer Software  
Used the software for: 1-2 years

### "inContact Phone and Chat systems. "

September 17, 2019

2.0

Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.

Pros

Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.

Cons

The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.

Reason for choosing CXone Mpower

Price and Promised full software suite.

Switched from

[Five9](https://www.capterra.com/p/132405/Five9/)

Five9 had compatibility issues with any form of Java outside 8u45. Which is very outdated.

Review Source

Response from NiCE

October 1, 2019

Hi Ron, We're glad that you have had some positive experiences. We are working with our tech support staff to improve.

JF

Jen F.  
Manager - Business Ops  
Biotechnology  
Used the software for: 1-2 years

### "Feedback from a Manager perspective"

September 3, 2019

3.0

Same as above -- it's been difficult to receive support and I appreciate solutions where I have a singular point of contact (or even just a few points of contact) who know the account well and can make good recommendations. It's been very challenging to troubleshoot and Incontact tends to go "down" for unexplained reasons and my team often comes to me to troubleshoot. Typically, we just have to wait and give Incontact anywhere from 15-30 minutes and then the system will just start magically working again. It's been a bit frustrating from a manager perspective to not have good tools to troubleshoot, and have outdated "help" materials. Installation is always incredibly painful whenever we have a new employee.

Pros

Integrated with Salesforce, seemed like an easy plug and play solution

Cons

Difficult to receive support, there is no account manager, often given misleading or false instructions for upgrades which have been incredibly confusing for the team. Also difficult to receive support...everything has to go through me (the admin) and it's been very disruptive to my day to day.

Review Source

Response from NiCE

October 1, 2019

Hello Jen, Thank you for your feedback. We are working to improve our service experience. You may want to check out the knowlege base as part of our Customer Community. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com.

Caio C.  
Fraude Ivestigator  
Banking  
Used the software for: 6-12 months

### "Working became easier"

September 10, 2021

5.0

My experience with Nice CXone have been great so far, even the process of retrieving a password is way easier than the previous product we used to have.

Pros

The first time Nice CXone was implemented I noticed the benefits straight away, connection and calls are so much more stable, the auto dialer also comes very handy.

Cons

I guess they could add optional notification ringtones

Review Source

rakesh M.  
Sr. Enterprise Architect  
Insurance  
Used the software for: 2+ years

### "Perfect for IVR integration"

April 10, 2021

5.0

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Cons

There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

Review Source

JAM

Juan Andres M.  
Administracion de Empresas  
Information Technology and Services  
Used the software for: 1-2 years

### "Es excelente"

July 11, 2023

4.0

Pros

Me encanta este programa porque me permite sacar llamadas en cualquier momento y de igual manera monitorearlas desde mi computador.

Cons

es algo complejo de instalar pero nada del otro mundo.

Review Source

VR

Verified Reviewer  
IT Infrastructure Senior Specialist  
Chemicals  
Used the software for: 2+ years

### "InContact Review - From an Admin Perspective"

May 12, 2020

5.0

Over all my experience with InContact for 4+ Years has been Great! The customer Service and Technical support teams are wonderful and do timely provide updates on issues logged. The Product itself is quiet robust. Ease of use and ease of access is wonderful and adds a lot of flexibility to the workforce

Pros

The Ease of use, in terms of InContact be PaaS solution, where I can use it from any location, anywhere and anytime.

Cons

Dependencies on multiple sub-vendors and contractors for fulfillment of calls landing into regions outside of the US

Reason for choosing CXone Mpower

The Product itself is quiet robust. Ease of use and ease of access is wonderful and adds a lot of flexibility to the workforce

Review Source

Response from NiCE

July 1, 2020

Thanks for your review!

JH

JaLisa H.  
Senior Learning & Development Specialist  
Insurance  
Used the software for: 2+ years

### "NICE Review"

May 30, 2019

3.0

Pros

We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.

Cons

This system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.

Review Source

Response from NiCE

June 19, 2019

Hello JaLisa, Thank you for your comments. We're glad that the capabilities for real-time analytics and reports have been useful in helping identify trends for your contact center. You may also want to check out a new feature in our Customer Community that lets you submit product ideas that the entire community can vote on. We now have over 1,000 customers involved. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. If you need additional assistance with the registration, please email us at community@niceincontact.com. Again, thank you for providing your feedback. We look forward to innovating together!

VR

Verified Reviewer  
Customer Service  
Consumer Services  
Used the software for: Less than 6 months

### "Nice Incontact Cxone Review"

October 24, 2020

5.0

MY overall experience is that it is a great software to use when doing a business.

Pros

The most important thing that I like about this software is that it is tracking everything you do. It is tracking your time which is the most important thing so people do not take advantage of the clock.

Cons

The least thing I like about the software is that it freezes and you either loose the call, or you can't change status multiple time in one session. You may have to close the browser and re-open it again.

Review Source

Response from NiCE

October 26, 2020

Thank you for your feedback.

AO

Adebayo O.  
Communications Analyst  
Insurance  
Used the software for: 6-12 months

### "Nice is the way to go!"

June 7, 2023

5.0

Awesome.

Pros

Everything about NICE is on point. The ease of use, the digital platforms, the reportings to name a few. The Engineers are also very good at handling requests.

Cons

The Community needs to update most of the requests and push some of the votes/requests to production.

Review Source

Jennifer C.  
Senior Customer Service Representative  
Consumer Services  
Used the software for: 2+ years

### "NICE WFM"

December 28, 2018

5.0

Overall, I think that NICE Workforce Management is the best WFM software that we have used.

Pros

NICE workforce management is very useful when it comes to both scheduling of associates, and managing time off requests. It allows you to see your teams all in one, and make modifications to their scheduling right from the same screen.

Cons

We have had some kinks with NICE over the few years that we have used it. We managed to iron them out, however, it was rather frustrating at the time when trying to work around issues with time off requests, and not being able to locate associates who were put into teams incorrectly by our WFM team.

Review Source

DV

Dawn V.  
Contact Center Supervisor  
Consumer Services  
Used the software for: 2+ years

### "Easy to use Platform"

November 5, 2019

4.0

It's good as far as a platform goes. There were some rough patches in the past, they appeared to have learned from that and made improvements. They could make some adjustments to how they treat their customers and the customer service they provide.

Pros

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

Cons

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Review Source

Response from NiCE

November 25, 2019

Thank you Dawn! We are always striving to learn and do better and will pass along your comments to the appropriate teams.

RB

Ryan B.  
Workforce Business Analyst  
Insurance  
Used the software for: 1-2 years

### "Nice CXone is the whole package."

January 31, 2024

5.0

Pros

Everything is integrated and intuitive to use and the support from the community and staff is incredible.

Cons

Quality Management had a bit of a learning curve,

Review Source

SS

Somveer S.  
Sr Manager Digital transformation  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Nice to use one of the best tools"

October 23, 2020

4.0

Very Nice tool to work with little improvements needed

Pros

Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly

Cons

could be more user friendly with real time skilling, reports and integrations

Reason for choosing CXone Mpower

NICE inCOntact CXone offered everything i needed to optimize my workforce in all tasks

Review Source

Response from NiCE

October 26, 2020

Thanks very much for your comments, Somveer.

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