# Page 6 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 126-150 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DS Dana S. Director of Client Services Insurance Used the software for: 2+ years ### "So Easy to Use" May 19, 2020 5.0 Pros It is so easy to set up new users, make adjustments to hours of operations, add users to skills, change proficiency, and access call recordings. The reporting capabilities are endless. The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call. Cons The integrated softphone does not have an option to ring through the computer speakers. Unless you have a wireless headset, you cannot hear the phone ringing if you are just a few feet away from your desk. Review Source Response from NiCE July 1, 2020 Thanks for the detailed review, Dana. William B. IT Hospital & Health Care Used the software for: 2+ years ### "The Customer service is disappointing " March 19, 2020 5.0 Pros The software is pretty easy to use and it works with many different configuration. Cons Customer Service is disappointing. During this COVID-19 pandemic NICE INContact was charging paying customers $75 per 15 minutes to speak with an agent via phone. This is very unethical and unprofessional. Review Source Response from NiCE April 8, 2020 William, thank you for your comments. Your feedback regarding customer service is concerning. Please reach out to us at corporatecommunications@niceincontact.com to provide additional feedback so that we may help you. Thank you. JH Jeanette H. Ex. Director Non-Profit Organization Management Used the software for: 1-2 years ### "211 Humboldt NICE inContact Review" September 23, 2020 5.0 It's efficient, easy to use and good quality, we had another online system that had some major issues and was not as quick to resolve them; which affected our business negatively, which was the reason for our move to NICE. Pros It is easy to use and have limited issues that get resolved quickly, so not to affect our callers. Cons Of course it is when things go down or are not working properly, but it is for such a limited amount of time I can't really complain Review Source Response from NiCE October 26, 2020 Thanks for your review, Jeanette. JH Jonathan H. Chief Infrastructure & Data Officer Hospital & Health Care Used the software for: 2+ years ### "Constant issues - arguments with Support Teams on validity of issues" September 10, 2019 4.0 Pros When it works, it's smooth. Its highly customizable for call queues and trees. Cons Support is atrocious; constant and large outages (anywhere from 5min to a couple of hours means that all call center staff cannot take/make calls which cripples us). We've had an open support ticket closed on us 6+ times because support says the issue is resolved even when we continue to present evidence it's not resolved. Ongoing issues for 2 months now, still no resolution. Reason for choosing CXone Mpower Feature sets and pricing was better than Avaya. Review Source Response from NiCE September 25, 2019 Hi Jonathan. Your business if very important to us. We'll get in touch with your service team to find out about these issues to get them resolved. AM Alberth M. tech support Outsourcing/Offshoring Used the software for: 1-2 years ### "The best phone support tool" January 18, 2023 5.0 Great, I've been using it since 2 years ago and never had an issue with it.Calls run flawless.QA scores and interactions are submitted on time and updated with no issue.Simply love it! Pros It is easy to use.Easy call handling and I have never had an issue with calls using Nice In contact.Call management and recording are the best. Cons It's interface is a bit odd, it can be improved.Sometimes calls are not being video recorded and that has slowed down the QA process. Review Source AMM Ann Marie M. Program Director Information Services Used the software for: 2+ years ### "Great Review!" August 15, 2023 5.0 Nice is a great product. Pros My favorite part about Nice is working with my TAM rep Cons I like everything about Nice. There are no complaints. Reason for choosing CXone Mpower reliability Review Source Michael C. Customer Service Specialist L2 Internet Used the software for: 2+ years ### "Flexible Phone Solution" December 14, 2018 4.0 Pros InContact provides pretty good call routing management and has been pretty reliable. Cons The interface leaves a lot to be desired. The client can make things like conferencing/transferring calls a chore, and on the admin site its menus are a mess. Finding things like the option to manually kill a "phantom" call from the queue is nearly impossible unless you know where to look, which winds up being in a spot you never would have thought to look. Review Source VR Verified Reviewer Human Services Specialist Government Administration Used the software for: 1-2 years ### "Great value" November 19, 2020 5.0 Very user friendly. Pros It is easy to navigate. I can securely make calls and categorize my calls Cons It is hard to see the phone number I am calling. Hopefully the phone number display could be a little bolder or bigger. Review Source CE Cengiz E. Technical Support Information Technology and Services Used the software for: 1-2 years ### "NICE incontact review" October 26, 2020 5.0 Over all satisfied. can recommend. Pros I like the part that you can embed it into sales force, also skill management of agents are very useful indeed. Cons Down time, we encountered a lot down time in last 2 months. Review Source RN Roy N. Workforce Manager (WFM) Non-Profit Organization Management Used the software for: 2+ years ### "Reliable Platform with Integration and Customization Capabilities " December 20, 2019 4.0 Pros The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM. Cons Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates. Alternatives considered [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Review Source Response from NiCE January 6, 2020 Thanks very much, Roy! We'll pass your feedback on to the appropriate teams for consideration. AT Alex T. Solar Sales Conceirge Renewables & Environment Used the software for: 6-12 months ### "The call center I work at uses inContact for our phone system." June 26, 2018 4.0 Overall it is a good product and simple to use. Easy to understand with little to no training as long as the person using it understands symbols on most basic office style phones. Pros This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently. Cons There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating. Review Source KK Karine K. Workforce coordinator Retail Used the software for: 2+ years ### "I recommend NICE!" September 25, 2020 5.0 Overall NICE inContact is a very user friendly software and I recommend it for any call centers. Pros I really like the Dashbords and how you can glance at the current activities. A feature I also enjoy, is the ability to click on an agent's name on the Dashboard directly (Agent zoom), to see not only his/her current activity but also all the details of their activities they did so far today + you can go back to look at an earlier date. It's very useful. Cons In Agent Zoom, it would be nice if we would have the ability to play/customize the size of the state/media/details Tab. Review Source Response from NiCE October 26, 2020 Thanks for the recommendation, Karine! dV denise V. customer service Packaging and Containers Used the software for: 1-2 years ### "We love NICE!" August 30, 2021 5.0 NICE is necessary for our daily function as chat customer service agents! Pros Honestly, its just easy to use period. It helps us take multiple chats at once to help our customers faster and more efficiently Cons Sometimes it freezes, or sends blank chats, or doesnt let me respond to a customer. Mostly just bugs that need to be worked out Review Source pG priscilla G. CSC Hospital & Health Care Used the software for: 2+ years ### "nice review " August 31, 2021 4.0 Great experience Pros easy to read and maneuver , great calls. Cons cid# recovery, refusal issues, but overall great experiences Review Source AT Akhil T. Cxone Lead Information Technology and Services Used the software for: 2+ years ### "Cxone Omnichannel" February 2, 2024 4.0 Best.I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading. Pros It is providing all services in a bundle at a plateform. Cons Dependcies on other vendor for new requirement. Review Source LW LB W. IVR Admin Health, Wellness and Fitness Used the software for: 2+ years ### "A Contact Center MUST!" May 5, 2020 5.0 We wanted a better way to manage our agent/customer experience. NICE inContact CXone is a powerhouse! Pros At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact! Cons For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance! Review Source Response from NiCE May 14, 2020 Thanks for your excellent review, LB! Alayna F. Customer Service Government Administration Used the software for: Less than 6 months ### "Easy to use with some minor kinks" May 29, 2021 4.0 Pros I preferably like that when you take a call it is based on the area that your around, it does depend on the volume the calls are in order to get calls quick. The biggest thing is that it's convenient to use for transferring calls and if you work in a business where the customers are like to harm themselves, you can just record the calls. Cons I think it has a huge issue with crashing if you are not using it for more 15 mins or more. It crashes a lot. Review Source KH Kim H. Contact Center Manager Retail Used the software for: 2+ years ### "Enhancing the Experience" December 12, 2019 4.0 We are reducing manual time reaching out to customers with updates on orders, back orders and delays. We can send an email or SMS to multiple customers and it frees up my team to assist the voice customers quickly. Pros I love the omnichannel routing, it allows us to route the customer experience through the proper channel to get the customer assisted and on their way. We use voice, SMS, chat and emails daily to provide a great customer experience for our customers. Cons It's not that I dislike the automation and AI portion, its that we are not currently using it and would love to add AI. We are looking to add AI in 2021, Reason for choosing CXone Mpower We have a great working relationship with Nice inContact and it made business sense to use the products available that were easily integrated with our current system. Review Source Response from NiCE January 6, 2020 Thanks for your comments, Kim! DD Dan D. VP - Professional Services Information Services Used the software for: 2+ years ### "Nice inContact Call Center" August 3, 2018 4.0 My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner. Pros The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus. Cons Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing. Review Source SV Santos V. Associate Engineer Outsourcing/Offshoring Used the software for: Less than 6 months ### "Nice One Opinion" August 27, 2021 3.0 I like it. Pros The way it ques the calls to the correct department is important. A feature I would like to see is that when I start dialing a customer ,that Ring central would not allow another call to come in. Cons That Ring central does not stop calls coming in as soon as I call one of my customer. I sometimes get a call when I haven't finished dialing the number and that is annoying. Review Source KJ Kamal J. AVP Financial Services Used the software for: 2+ years ### "Interactions feedback " June 7, 2023 4.0 Pros It’s a neat product for building contact centers Cons Monitoring and lack of control on the backend systems Review Source DC Derek C. Operations Coordinator Insurance Used the software for: 6-12 months ### "Growing Call Center Implementation" November 5, 2019 4.0 When starting the process of setting up our system and establishing our integrations, the tech professionals that were assisting us went out of our way to give us everything that we asked for. The reporting and live call actions are very convenient and useful daily. Our customer service experience has not been the best in terms of response time and cost but we have only had 1 major issuer that required the customer service involvement. Pros The best feature of our inContact system is the reporting and live tracking that I use daily. The dashboard provides a lot of customizable information that allows us to track all of our employees. One of these dashboard items is the Agent List that allows us to actively listen to calls, coach, or take over calls as they are happening. This is a very useful feature for a growing call center that is training new employees. Cons There are some integration issues that we have run into. They are relatively easy fixes when they do happen but it is a persistent issue that we have run into. Review Source Response from NiCE November 25, 2019 Great feedback, Derek! We are happy to hear the reporting is helping you in your day-to-day work and with engaging your agents. We will pass along your feedback on integration issues to our development team. Thank you! VR Verified Reviewer Client Service Rep Health, Wellness and Fitness Used the software for: 2+ years ### "Practical for Daily Client Calls" April 12, 2021 4.0 Overall it does what is expected from a VOIP software product. Convenient, easy process to sign in and follow. Mostly flawless most of the time. Not much down time at all. Pros It is a quick and easy process. Very user friendly for everyday client/customer calls. Adaptable and practical, to be able to use different skills as needed. Cons Not able to track exact number of calls. It does not give the accurate number of calls as it should. Review Source CJ Carly J. Preboarding Specialist Human Resources Used the software for: 6-12 months ### "Room for Improvement" August 30, 2021 5.0 It's a useful tool in my line of work. Pros Personally, the tool is user-friendly and the UI is easy to navigate. Cons The tool crashes and affects the user's productivity. Review Source MB Mike B. Senior Contact Center Manager Financial Services Used the software for: 2+ years ### "Excellent cloud technology solutions for our contact center. " January 4, 2019 5.0 There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time. Pros They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges. Cons If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you. Review Source Similar Products Featured