# Page 8 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 176-200 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MP Meredith P. Director of Operations Medical Practice Used the software for: 2+ years ### "Up to date features" December 1, 2020 5.0 Overall good experience Pros I like all the ways my call center can communicate with our patients, via chat, incoming calls etc. I like the reports I can run and recordings on calls, the reports can be hard to build out to get correct data. Cons reporting feature hard, can be costly to make script changes. Review Source JS Jim S. Director of IT Information Technology and Services Used the software for: 1-2 years ### "Gold standard of contact center software & management" November 11, 2019 5.0 Pros Technical Customer Support manager is top-notch ACD / IVR configuration was a snap. We were up and running in almost no time Cons Workforce Management module configuration is a bit tricky Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing CXone Mpower CX One features were more comprehensive Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) We decided to move to a cloud based solution to add levels of resiliency that we didn't have. Also, the benefits of flexibility were tremendous. Review Source Response from NiCE November 25, 2019 Thank you for your review! VR Verified Reviewer National Account Manager Used the software for: 1-2 years ### "This is a fantastic auto dialer that's integrated seamlessly to our systems and works very well." May 6, 2018 5.0 Pros Our revenue and outbound call performance have both regularly increased since adopting and integrating CXone Personal Connection. Reports and quota matching have also become seamless and easy to produce. Cons We were initially concerned that we might not be connecting with more outside prospects but once we integrated the software fully, we noticed massive boosts and increases. We've been extremely satisfied since. Review Source LB Leonard B. Service Support Specialist Financial Services Used the software for: 6-12 months ### "Nice inContact CXone review" November 7, 2019 4.0 The overall experience with NICE has been a positive one. There are multiple items that we love, and then some that could use some work. A benefit is that their engineers actually take feedback and if it makes sense there is a good chance that it will be a future update/improvement to the platform. Pros We enjoy the multiple features available with CXOne, such as the forecasting tool, MAX agent. Cons The thing we like least about the software is the ability to update on a mass scale. Most areas are on a one agent edit scale. Would be beneficial for example if break schedules could be edited on a weekly level view instead of by day. Switched from [Zultys MX System](https://www.capterra.com/p/162194/MXIE/) Looking for a solution with more reporting and IVR routing options. NICE supplied this in a better format than Zultys. Review Source Response from NiCE December 17, 2019 Thanks for the review Leonard! We'll pass your feedback on to our team. VR Verified Reviewer Senior Operations Analyst Information Technology and Services Used the software for: 2+ years ### "NICE inContact Very Useful" September 11, 2019 5.0 I would recommend this product to other businesses because of how easy it is to use. Pros I like being able to set up customized dashboards to monitor the sales staff. Cons Prebuilt reports are not as easy to find as they used to be. Review Source Response from NiCE October 1, 2019 Thank you for your feedback and for recommending us to others! AB Austin B. Manager of Account Services Insurance Used the software for: 2+ years ### "inContact Review" May 26, 2020 4.0 I think it's been beneficial to our process. Having call recording easily accessible has been helpful countless times. I also like that I can view my team online and see how their time is being utilized. Pros I like that the software is web based and can be used from any device with web access. Especially in this time when we are all working remotely and needing additional flexibility in to access our work tools. Cons I do feel like the software has been a smooth integration into our business processes. I do wish custom reporting was easier to navigate, but there could also be a user knowledge gap on my part as well. Review Source Response from NiCE July 1, 2020 Thank you, Austin. We'll pass your comments about reporting on to the product team. JA Jomasel A. Supervisor Consumer Services Used the software for: 1-2 years ### "Nice CXone useful for time keeping" December 10, 2023 5.0 Positive experience for being organized and easier to be followed. Pros Easier navigation, schedule plotting, updated attendance and adherance purposes. Cons None so far. Perfectly created for schedule keeping. Review Source CU Carlos U. International Performance Advisor Online Media Used the software for: 2+ years ### "Great for Business" September 7, 2021 4.0 Its great for answering and making outbound calls. Pros Call recording, hold, easy to use Its overall a great app Cons Nothing that I can think of is missing, except being able to live monitoring a call while incontact is available Review Source cW charlenea W. fraud specialist Banking Used the software for: 1-2 years ### "not bad program" September 7, 2021 3.0 program is nice if did not have some phone issues Pros allow u to get into an aux quick. you can move around quick and it allow us to take a call quicker if you use the available button Cons it drop calls when you on call or people cant hear me i hear them Review Source VR Verified Reviewer CONTACT CENTER TECHNOLOGY & ANALYTICS MANAGER Insurance Used the software for: 6-12 months ### "CXone is the software your contact center needs" September 17, 2019 5.0 Pros Easy to deploy, easy to administer. This is the perfect application for a mid to small contact center. Cons The ease of use also can mean loss of granularity of control in certain spaces. However the ease of use offsets these concerns. Switched from [Alvaria Cloud](https://www.capterra.com/p/167594/Alvaria/) Significant downtime, lack of support. Review Source Response from NiCE October 1, 2019 Thank you for your excellent review. We are glad you find CXone easy to use for your contact center. MF Mike F. Mobility Support Manager Telecommunications Used the software for: 2+ years ### "Excellent Call Center Software" September 5, 2019 5.0 Excellent daily work experience. Easy to use and manage our entire call center. Pros Very easy to use and administer. Robust suite and cloud based which makes it even easier to use and maintain Cons When there is an outage it can be very difficult as the whole system typically fails at the same time. This has been very rare fortunately. Review Source JB Justin B. Director GMS Technology & Product Management Retail Used the software for: 2+ years ### "Best in Breed" November 10, 2016 5.0 I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries. Pros Rock solid infrastructure and up-time delivery. Robust feature set with endless customization options. Seamless scalability both up and down in the cloud. Speed of implementation. Community driven learning centers. Overall flexibility of the platform. Full redundancy to ensure no call drops even during outages and upgrades. No in-house experts or external consultants required for administration. Free updates and upgrades. APIs for everything! Cons Upfront costs for implementation. Not the cheapest solution. No premise offering or solution. Options can be overwhelming. Review Source RC Ruth C. Business Analyst Health, Wellness and Fitness Used the software for: 1-2 years ### "Great sales experience versus current support experience" December 18, 2019 4.0 We are currently trying to get a toll free number provisioned. I don't understand why our TAM didn't explain that we could get this set up through inContact. Instead she just let us run around without explaining. Also, she's not very proactive. Pros Ease of sales and installation Linkage to SalesForce Cons Inconsistent support and follow up: I wish my support technical account manager would be more informative of turnaround timeframes to manage our expectations. Alternatives considered [Salesforce Marketing Cloud](https://www.capterra.com/p/248536/Salesforce-Marketing-Cloud/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing CXone Mpower Ease of use and installation Straightforward training setup Connectivity with Salesforce Review Source Response from NiCE January 17, 2020 Hi Ruth, Thank you for your review. We will share your feedback on your experience with our leaders. VR Verified Reviewer Director Of Operations Marketing and Advertising Used the software for: 1-2 years ### "Easy To Use" October 17, 2018 5.0 Everything from the set up to the customer service has been awesome. Pros We switched to Nice inContact two years ago and the ease of using it for reports, looking up information, and setting up agents is great. It gives management, not just IT the opportunity to make changes to call routing and agent set up. Cons Like any other phone software you risk the chance of the system going down, hence you loos calls. Review Source Lisa O. Account Manager Consumer Services Used the software for: 1-2 years ### "Easy to use and navigate" October 7, 2019 4.0 Over all I quite enjoy the program and the usability of it. Pros I like how everything is neatly organized and easy to find. I also like how you can customize your screen to show only what you need to avoid screen clutter. Cons I'm not a fan of the Thin Agent option. I've heard people having complaints of the Max Agent option but I prefer it to the Thin Agent. Review Source Response from NiCE November 25, 2019 Thanks Lisa! We are happy that you find it easy to use. BB Ben B. WorkForce Management Retail Used the software for: 2+ years ### "Simple Omnichannel Platform" September 20, 2019 5.0 Using InContact i'm able to keep all my customer service employees busy using a single interface. They seamlessly switch between phone calls, chats, and emails. We're able to easily change the priorities of per agent or per contact method to balance out our workload keeping contact times low and also keeping agents engaged. Pros Easy interface Multi tasking Chat, Email, Inbound and Outbound calls Cons Requires a softphone program in some cases Reason for choosing CXone Mpower Can handle all contact channels in one platform. Review Source Response from NiCE October 10, 2019 We are so happy to hear that our software is helping you and your team work seamlessly in multiple channels. Thank you for your feedback! EC Elkin C. Director of Revenue Operations E-Learning Used the software for: 6-12 months ### "10 months in." September 3, 2019 3.0 Overall its fine I guess, is strong enough to get our operation going but its always something. Bugs take too much time to get resolved. Session updates are always breaking some previous functionalities, throughout the this 10 months, each time we lost some important functionality and took months to get it solved; even now we are still waiting to have ongoing Roles and permissions to be fixed since June. Pros It shows to have an enormous amount of capabilities and potential to properly manage the operation we need to sustain and grow inside of our company. IVR development its the best feature capturing our attention as the level of automation seems to be pretty powerful thru Studio. Cons Change/update management has a lot way to go to be acceptable. we had so many problems with the platform that is so hard to get the right attention to its own issues that is one the hardest things to consider, at least from my point of view, to renew when contract its done. Review Source Response from NiCE October 1, 2019 Hello Elkin, Thank you for your review and specific comments. JA Jake A. Workforce Manager Used the software for: 2+ years ### "We use InContact for many different functions, and are quite pleased with their performance." April 9, 2018 4.0 Pros Ease of use has been particularly important for us. Their functionality allows us to use data in new ways to become more efficient as a company. Additionally, our agents are able to seamlessly switch between taking calls and chats as incoming volume dictates. The Studio product allows us to make minor changes to IVR scripting and call routing without being experts in programming. Cons Some of the reporting functions can be difficult to maneuver or structure, but once you are familiar, there really are few problems that we deal with. It is just a matter of using the product and using it to its strengths. Review Source AJM April Jae M. Customer Service Representative Consumer Services Used the software for: 1-2 years ### "A review for NICE CXone" February 1, 2023 5.0 We used to use the tool to receive incoming calls from members reaching out to ask for help. Overall, I am happy with using the tool. Pros Its audio recording is perfectly audible, administrators can easily grab call time stamps, and call queues are evenly distributed and with less downtime. Cons Agents can easily toggle and avoid calls. Review Source RH Rick H. Network Adminisrator Consumer Services Used the software for: 2+ years ### "Great features and support" November 5, 2019 4.0 Overall it has been a stable well though out Omni Channel platform run but people who have knowledge and really care about customers. Pros Well thought out and designated platform. Highly reliable. Feature rich. Best support staff in the industry. Our Technical Account Manager Rep is one of the best in the business. Cons The soft-phone licensing was a pain but it has now been eliminated and it has been replaced with a WEBRTC integrated phone. Reason for choosing CXone Mpower Stable, feature rich, great support and moving on with the times. Review Source Response from NiCE November 25, 2019 Thank you, Rick! We strive to be reliable and are happy we are meeting your expectations. CC Carolyn C. Customer Service Representative Government Administration Used the software for: 1-2 years ### "Customer Service Importance" November 17, 2020 5.0 Mainly customer contact that include incoming and outgoing calls. Pros The ability to recall especially if a call is of importance and it was missed. Cons Alerting you that a caller is in queue with either a beep or screen pulsing with colors. Review Source Heather A. SVL Supervisor Consumer Services Used the software for: 6-12 months ### "A NICE review" October 4, 2019 5.0 Remote work with agents, allowing agents to be fully prepped for the call they are about to take, before the caller is patched into them. Pros I like that it keeps me up to date with what the Agents are doing. Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use. Cons Its a good and easy way to keep tabs of your service and how long your agents are on a call as well as in dispo. Its very easy to use. Review Source Response from NiCE October 29, 2019 Thank you! We are glad that the tool offers you insight into agent activities and that it is easy to use. AB Alejandra B. Lead Sales Ex Coordinator, SALES EXCELLENCE Business Supplies and Equipment Used the software for: 2+ years ### "Incontact a great option" November 17, 2020 5.0 Is the first program I use to connect/call to other persons and it was really simple, friendly to use. I really like it and it was a good experience to start working with this tool. Pros Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team. Cons Some times was difficult to log in the agent but it was already fixed. Review Source JH Jonathan H. OPS Manager Food & Beverages Used the software for: 2+ years ### "Overall great software solution for IVR and autodialer" September 10, 2019 4.0 Overall good, solution is reliable with a few minor glitches that mostly impacted us when a system update was pushed. Pros Enjoyed most the ability to access this solution remotely Cons Inability to customize on the fly - most of our script changes required professional services Reason for choosing CXone Mpower flexibility to integrate with our FUZE application Switched from [Webex Suite](https://www.capterra.com/p/237272/Webex/) Cisco did not provide an autodialer solution Review Source Response from NiCE September 25, 2019 Hello Jonathan. We're glad to hear your comments. Thanks for reviewing us! CG Chandra G. Financial Examiner Government Administration Used the software for: 2+ years ### "User review" August 31, 2021 3.0 Pros Ease to log in and ease with transferring calls. Cons I don't like that I can't see past the last 2 calls I received. And it wasn't like that on the lite version just the MAX one. Review Source Similar Products Featured