# Page 5 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 101-125 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Reservations Supervisor Leisure, Travel & Tourism Used the software for: 2+ years ### "Out of Date" February 24, 2021 3.0 Pros Lots of functions and great call routing. Cons Always have issues with the integrated softphone and connectivity. Switched from [LANtelligence](https://www.capterra.com/p/142601/LANtelligence/) Needed a VOID Review Source Carmen A. Operations Consumer Services Used the software for: 2+ years ### ""Provides all Call Center Needs in one place"" October 4, 2019 5.0 The ease of use is fantastic. The layout is nice and clean. Overall I believe its an essential tool to run a call center and manage employees. Pros NICE inContact, Provides all the needs to run and manage a call center in one application. The reporting is detailed and accurate. You can schedule certain reports to run and send to the team daily, weekly and monthly. You can watch and manage your entire team from the customizable Dash. Cons At times it can log you out if you have multiple tabs open and are inactive on one too long. Review Source Response from NiCE October 29, 2019 Thank you for the review! We are glad to hear that managing your team and running reports is easier with our software. AN Andrew N. Lead Supervisor Real Estate Used the software for: 2+ years ### "A Mixed Review" October 3, 2019 4.0 Use of the CXone softphone has helped improve our agents call response time, and made it easier to troubleshoot problems communicating through InContact since we are all using the same system. Pros I really appreciate the ability to pull information for reports regarding agent calls, agent behaviors, and call/time use statistics. Being able to pull this information let's me find and address problems that occur at time when a supervisor is not able to actively watch what each agent is doing, and gives supervisors the flexibility to work on many tasks at once. Cons There are some significant stability concerns. Agents reporting that the server did not accept a saved password several times, then accepting it on the fifth try, the softphone credentials being given to a second agent causing neither to be able to take calls do to license revocation, outages lasting for several hours at a time (though they happen infrequently). Review Source Response from NiCE October 29, 2019 Andrew, thanks so much for your feedback! We'll pass along your feedback to our team. EAM Elias Alirio M. Facilitator Telecommunications Used the software for: 1-2 years ### "Cannot complain" July 29, 2019 5.0 Pros I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency. Cons Sometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read. Review Source Response from NiCE August 6, 2019 Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team. NG Nihal G. Assistant QA Lead Telecommunications Used the software for: 2+ years ### "Best dialer in Industry" September 1, 2021 5.0 We are using the NICE application for our entire outbound and inbound process. Pros We have been using this dialer from so long, the best thing we liked is the team management and the recording options. Cons Recorded calls should have more validity instead of 2-3 days. Review Source AM Armie M. Product Support Banking Used the software for: 6-12 months ### "NICE inContact CXone provides the solutions" October 23, 2020 5.0 While it is quite easy to use because it's mostly browser based. There are several aspects of it, that might need to be refined. Other than that, I have no problem transitioning into this software Pros I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work Cons It tends to disconnect me from the Agent Leg once or twice during the day, and takes a while to reload and reconnect again. Review Source FS Falisha S. Account Manager Telecommunications Used the software for: 2+ years ### "Easy to Use but Some Features Need Improvement" October 3, 2019 4.0 Pros InContact is easy to get logged in and take calls or change your state. It is also very versatile, lots of customization and a fair amount of reporting options. It allows the ability see the current state of every contact and agent that are logged into the platform. The ability to set up dispositions to see a summary of what every contact was about is very useful, as is the ability to easily pull the caller ID for calls in case a call is dropped Cons The Max console could use improvement - in a lot of ways it is better than it's predecessor (Thin Agent) but my biggest struggle with it is not being able to easily see what calls are in the queue at a glance. A few of the reporting options could be improved upon as well. Some features are a bit clunky and could use some fine tuning Review Source Response from NiCE October 29, 2019 Thank you for the constructive feedback. We are happy to hear that the software is working for you and will pass along your feedback about needed improvements to the appropriate teams. CH Camilo H. Representative Hospital & Health Care Used the software for: Less than 6 months ### "Excellent Product" March 3, 2021 5.0 Pros This product allows great management and works perfectly, no downtime so no money lost. I've been using it in different companies and never got much of a problem. Cons Easy access history would be much appreciated Review Source Scott M. Chief Instigator / Co-Founder Consumer Services Used the software for: 2+ years ### "Don't hestitate" August 1, 2018 5.0 Ability to eliminate up to 10 other contact center platforms when fully leveraged reducing cost to manage by up to 50%. Pros This CCaaS solution is as easy to use as it gets to create seamless, end to end omni-channel customer experiences. You get one record for all customer interactions which makes reporting easy. Can eliminate all complex integrations across platforms and have all capabilities in one place. No need to ever worry about an upgrade again! Cons The call routing programming can be made easier and not a punch out to another local piece of software. Review Source DE Denise E. Bilingual Customer Care Center Specialist Program Development Used the software for: 1-2 years ### "Work Genie " October 23, 2020 5.0 It is easy to use and great to self learn and explore on how to use it at work. Pros What I like most is that we can see our time being available and who is available in case we need assistance from a team mate or management. Cons Nothing it is a great software. It is not hard to use. Review Source Response from NiCE October 26, 2020 Thanks for sharing your thoughts, Denise. KF Kelsie F. Assistant Account Manager & T2 Support Telecommunications Used the software for: 2+ years ### "Works well for growing businesses and WAH employees" October 3, 2019 4.0 Pros The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work. Cons The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue. Review Source Response from NiCE October 29, 2019 Thank you for the feedback. We are happy to hear that our software makes remote work straightforward and efficient. We are always striving to make improvements and our teams are working through software glitch issues. SB Shravani B. Associate Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "An amazing tool" November 24, 2020 3.0 Overall it is a good software to use Pros A tool which is very handy and user friendly. I love using it Cons Suddenly the window drops off sometimes Review Source NV Nathan V. Director of IT Computer Software Used the software for: 2+ years ### "Unsatisfied with the support" March 11, 2020 4.0 Very little though it is simple enough to get setup and having the agents use it when needed. Pros The ease of use to setup and have an agent use the platform with very little training or other hand holding. Cons The reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time. Alternatives considered [Cisco Unified Communications Manager](https://www.capterra.com/p/157096/Unified-Communications-Manager/) Reason for choosing CXone Mpower Decision was made by other business units. I would have preferred to extend our current Cisco CUCM to support the needs of the business. Review Source Response from NiCE April 8, 2020 Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at corporatecommunications@niceincontact.com if you have any additional feedback. Thank you. AC Aidan C. IT Helpdesk Information Technology and Services Used the software for: 1-2 years ### "NICE CXone Review" September 3, 2021 4.0 Pros The ability to be able to view who is in the queue and the time in which they have been in the status they have been in. Cons I liked least about this software is the lack of specifics within the software like the messages which do not work. Review Source ZB Zak B. sales E-Learning Used the software for: 2+ years ### "Great System!" November 11, 2020 5.0 Pros This integrates well with our other systems we use and is very user friendly. Cons There isn't much to not like about this system. Review Source SF Stacey F. CSR Insurance Used the software for: 2+ years ### "This product seems harder to use than it needs to be. " November 19, 2020 2.0 Pros Information housed in the tool is nice. Cons Not very user friendly. Has troubles connecting. Outbound calls should be easier. Review Source BW Brittany W. Residential Internet Sales Specialist Telecommunications Used the software for: Less than 6 months ### "Great For Large and Small Businesses" April 9, 2022 5.0 Overall I have had a wonderful experience using this program. Pros NICE CXone is great not just for the large businesses but for the small as well. Call recording is easy and clear from both sides, dialing out is also made simple. Appointment scheduling and reminders are also available. Cons Sometimes it does not work properly with extension numbers so this is just a small bug that needs fixing. Review Source KV Ken V. Sales Hospitality Used the software for: 2+ years ### "Review" December 1, 2020 4.0 7 out of 10 Pros The program is simple to use. Easy to dial out. Cons The system crashes a lot, it gets slow to respond occasionally. Review Source SI Sharon I. Telecom Analyst Entertainment Used the software for: 2+ years ### "Great business partnership" May 13, 2020 4.0 Overall, it's been a very good experience. We hit a few bumps in the beginning of the relationship, but we were undergoing a major technology change - that's bound to happen. Those bumps were smoothed over by the wonderful account teams that we've had - I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Keep it up! Pros I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Cons The products we consume were described as all "point, click and drag". The scripting is not simple, and requires a certain skill level to maintain and support. Review Source Response from NiCE July 1, 2020 Thanks for your partnership and your feedback, Sharon! AR ALEJANDRO R. Lead Commercial Excellence Admin Business Supplies and Equipment Used the software for: 1-2 years ### "InContact, the best phone in your computer!" October 27, 2020 4.0 My Overall experience with InCOntact has been really good, as I said before, this platform its very easy to use and intuitive as well, I love the possibilities such as conference calls, warms transfers, etc. Pros What I like the most about InContact is how easy its for me to use, we were able to integrate this to sales force and it is easy to keep track on your daily activities. InContact has a very friendly display and it is quite intuitive. At the beggining we use to use this with CXOne app which made it a bit more difficult to use, with the last update this wasnt required, so it became easier to use. Cons The thing that I like the about InContact its the time that takes to log into the platform, in my team InContact works as a check in cloc, however it always takes a good while to enter causing delays in the team, the rest for me its wonderful Review Source EP Erik P. Sr Call Center Technology Renewables & Environment Used the software for: 2+ years ### "It works great, with very few cons" November 12, 2019 5.0 Pros We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality. Cons A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying. Switched from [MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) Ease of configuration. It's all Cloud-based, so we can fiddle with it with any device, and you don't have to be on-premise or on a VPN to get it working. Review Source Response from NiCE November 25, 2019 Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review. Jesse J. Manager, Support Operations Computer Software Used the software for: 1-2 years ### "Great Sales Team poor execution" November 11, 2019 2.0 It was a poor experience. We gave them every chance to improve and we ended up having to leave them and go with a different phone/chat solution. Pros We were able to have the agents take phone calls and chats using the same interface. Cons The stability of the software. The agent interface crashed multiple times a week. Support was horrible, they could not answer basic questions. Review Source Response from NiCE December 17, 2019 We are so sorry to hear that we have lost your business. We will pass along your comments to our development and service teams. As the company rapidly grows, we are working to get better and learn from unsatisfactory experiences like the one you had. Thank you for the honest and constructive review. Gretchen G. Manager, Contact Center Platforms and Applications Telecommunications Used the software for: 2+ years ### "inContact - Powerful and Easy to use and configure" August 15, 2018 5.0 We have used inContact's software for 6 years now and it has helped our business scale on short notice. We have had a very good overall experience and highly recommend. Pros InContact's platform is very versatile and flexible allowing for multiple configurations. We have a very diverse setup and it is easy to customize, well laid out, and easy to restrict access for different profiles in the company. Cons I haven't found many drawbacks to this software, in fact, the more we use it and the more updates they do, the better it gets! Review Source SJ Stephanie J. IT HelpDesk Manager Hospitality Used the software for: 2+ years ### "Good for Agent usability " November 20, 2020 3.0 Pros Great for agents to use. Central is great super easy to use. Can move around in that system quickly. Cons Engage is hard to use and the setup is time consumer. WFM needs to be upgraded to allow for better usability. Alternatives considered [Cerri Project](https://www.capterra.com/p/72186/Genius-Project/) Reason for choosing CXone Mpower The usability of the agent plateform. Switched from [Aspect Unified IP](https://www.capterra.com/p/212450/Alvaria/) Needed a more reliable product Review Source Emma V. Account Manager Consumer Services Used the software for: 2+ years ### "Satisfied Long-Time User" October 4, 2019 5.0 We love using inContact NICE at our organization! Pros I like that you can easily access call logs, unavailable times and agent reports all from one place. Cons The MyAgent box does not stay visible while working on other pages so I either have to modify the size of the pages I'm working on or go back and forth between pages to be able to keep an eye on the queue. Review Source Response from NiCE October 29, 2019 Thank you for the review! We will send along your comments to our teams since we are always striving to make improvements. We are glad it is working well for you! Similar Products Featured