# Page 9 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 9 - 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/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Page 9 - Reviews of CXone Mpower

## Showing most helpful reviews

Showing 201-225 of 581 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

AM

Ashton M.  
Telecommunication administrator  
Luxury Goods & Jewelry  
Used the software for: 6-12 months

### "Great product"

March 11, 2020

5.0

Pros

I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Cons

The call quality is high but if you have headsets that aren't very good it can create issues with audio.

Alternatives considered

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

Reason for choosing CXone Mpower

Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.

Switched from

[Aspect Software](https://www.capterra.com/p/59956/Aspect-Software/)

Overall CX one is a better product by far.

Review Source

Response from NiCE

April 8, 2020

Thanks for your review, Ashton! Glad to know about your experience!

NH

Nikhita H.  
Centralized Patient Scheduling Specialist  
Hospital & Health Care  
Used the software for: 6-12 months

### "NICE inContact Review"

March 2, 2021

4.0

Overall, NICE inContact has been fairly striaghtforward to use, and has proved efficient in monitoring and taking patient calls.

Pros

It is easy to use the NICE inContact software to manage patient call volumes and efficiently schedule patients.

Cons

Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.

Review Source

JZ

Jim Z.  
Call Center Manager  
Insurance  
Used the software for: 2+ years

### "NICE inContact fan"

November 11, 2019

5.0

I have set up, operated and managed multiple call centers on the NICE inContact platform.

Pros

The NICE inContact platform offers pretty much every capability and tool needed for managing and operating call centers of any size.

Cons

Just a few minor nits to pick: 1) The dashboard widgets are difficult to configure for the screen, from a size and positioning standpoint, and 2) I wish that inContact would classify after-call wrap differently than unavailable time, and 3) the reporting available for the IVR application is lacking.

Review Source

Response from NiCE

November 25, 2019

Thank you for your comments, Jim. The feedback you've provided will be valuable to our development teams.

DH

Diedra H.  
Universal Agent  
Automotive  
Used the software for: 2+ years

### "Great tool "

August 31, 2021

5.0

I like how easy the calls pop up

Pros

this is a great tool to use - the department nesting needs are always met

Cons

sound may be lost at times - but overall its a great system

Review Source

ML

Marce L.  
Customer Service Team Lead  
Insurance  
Used the software for: 2+ years

### "User use of InContact"

May 19, 2020

5.0

Overall, I find the system user friendly, help desk knowledgeable and the quality of the calls are great.

Pros

I love the ability to listen to previous calls to help with assisting a disgruntled customer. InContact software makes this feature so easy. The MaxAgent is user friendly. Callback feature keeps our customers happy, we always receive positive feedback from the customers when we return the call so quickly. These are just a few of the many features of the software that make is so user friendly.

Cons

I do not like it can be temperamental with the internet connection.

Review Source

Response from NiCE

July 1, 2020

We appreciate your feedback, Marce. Thanks!

Sara M.  
Account Manager  
Consumer Goods  
Used the software for: 6-12 months

### "Trained and implemented. Easy to use, hard to troubleshoot."

October 11, 2017

4.0

Better reporting and easy to setup new users with different access.

Pros

It was easy to setup new people, change skilling, update holidays and pull reports. I trained agents and new leads to use the system. Help set up chat and provide quick replies. I liked the visibility available in real time and the ease of pulling reports.

Cons

Putting in tickets was time consuming and hard to prove errors received. Had to have special permission to submit a ticket and at times tickets were closed without the issue being resolved.

Review Source

KG

Kevin G.  
Sales Manager  
Consumer Services  
Used the software for: 2+ years

### "InContact Review"

September 18, 2019

3.0

Clearlink has put a major emphasis on sales executive efficiency over the last 18 months and Incontact has been a huge tool in looking at both real time and historical data to make decisions.

Pros

The dashboard is very easy to manage and visually engaging. Easy to use and quickly see where areas of opportunity lie with individual contributing agents.

Cons

The administrator interface seems to be a little bit outdated. If we could see real time agent adherence within the dashboard that would be amazing.

Review Source

Response from NiCE

October 1, 2019

Hi Kevin, We're glad to hear about your positive results for improved efficiency and decision making. We will pass on your suggestions to our product team.

AN

Al N.  
GM  
Retail  
Used the software for: 2+ years

### "Free yourself from the bondage of on-prem solutions"

September 30, 2021

5.0

Pros

All in one feature rich Contact Center solution that moves traditional capex expenditures into opex that moves with your business.

Cons

Nothing to report at this time. Everything is as promised.

Review Source

hL

howard L.  
Tech support  
Information Technology and Services  
Used the software for: 2+ years

### "Features , Features, Features AND Reliability"

October 28, 2020

5.0

Pros

Reliability and availability of required features

Cons

I have not found any negative issues at this time.

Review Source

SL

Sean L.  
Sr Customer Service Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "Thoughts of a Collector "

November 17, 2016

5.0

Our company starting using InContact three years ago to begin managing the expectations and KPI's that we set for our contact center agents. I was brought in just for this purpose as a way to manage this platform and ensure we are getting the productivity that was promised. Not only has InContact performed as promise but I was also able to utilize the system to do other things such as creating new scripts to assist in collecting receivables timely. We were able to quantify the rapid increase in right party connects which help decreased the DSO significantly. We reduced headcount because the platform helped dictate the agent's day using the various campaigns. In the beginning our agents completed 25-40 calls daily, when we implemented InContact that increased to 140-200 calls daily. I would definitely recommend this to other companies!!

Pros

Ease of use, ability to adjust to our growing enterprise

Cons

Communication when there are known issues

Review Source

VR

Verified Reviewer  
Sr Analyst  
Information Technology and Services  
Used the software for: Less than 6 months

### "Easy to Use"

October 26, 2020

5.0

Great

Pros

Easily Understandable and easy to use by users.

Cons

Well i dont feel Nice INContact have any Cons.

Review Source

VA

Venancia A.  
Costumer Service agent  
Consumer Services  
Used the software for: 1-2 years

### "Good"

November 30, 2020

5.0

Keep improving

Pros

The easy way to connect when you use a local browser.

Cons

Sometime it gets stuck, and that makes that job a little complicate.

Review Source

JA

Jace A.  
Telecommunications Technician  
Education Management  
Used the software for: 6-12 months

### "Expensive, undersupported, and unresponsive"

September 22, 2020

3.0

Pros

Agents are able to work remotely and the IVRs work as intended.

Cons

There are some bugs with routing and call wrap-up. The support offered by NICE is not good. It can takes weeks for NICE to contact you about trouble tickets you opened. The are understaffed and it doesn't seem that they are taken the necessary hiring actions to take control of this.

Alternatives considered

[8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)

Review Source

Response from NiCE

October 26, 2020

Thank you, Jace. We'll pass your comments on to the product team.

Evan K.  
Level 3 Analyst  
Legal Services  
Used the software for: 1-2 years

### "Amazing Product, Amazing Customer Service"

November 19, 2020

5.0

Pros

Very simple interface with customer service that is amazing

Cons

Sometimes the server seems to crash but other than that very stable

Review Source

EN

Eric N.  
IT Analyst  
Retail  
Used the software for: 1-2 years

### "Decent solution with room for improvement"

December 12, 2019

4.0

Using the platform gave us more flexibility for how we handle our calls and report on call center metrics. We are not sure though that it is worth the premium price we pay for this solution compared to what we could have had if we would have upgraded our premise-based ACD system that we replaced. We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. We also have to pay that cost every month, forever or until we choose a different solution. Premise based might be a better value for our operation if we have a chance to choose again.

Pros

The software has a lot of customizability and tons of features. Deployment and training for users is easy.

Cons

There are definitely limitations for some features at standard and to get advanced modules and functions the solution becomes VERY expensive.

Switched from

[NEC UNIVERGE](https://www.capterra.com/p/177210/NEC-UNIVERGE/)

wanted to make system available globally and old system was end of life

Review Source

Response from NiCE

January 6, 2020

Eric, thanks for your review. Please reach out to your technical account manager if we can help make your experience better.We'd love to hear from you.

JM

Justin M.  
Quality Analyst  
Consumer Goods  
Used the software for: 6-12 months

### "CXOne for Quality Service"

November 12, 2019

4.0

NICE inContact CXone has taken time to develop, but will ultimately provide our company with the ability to do greater dives into our data to offer better service to our customers.

Pros

CXone has allowed our company to capture a better picture of our overall service levels across our department. The use of new dashboards gives everyone easy access to the important information we need to have during our day.

Cons

Call recording software is a step behind other industry leaders, allowing for a more personalized and interactive experience for both the QA and user.

Alternatives considered

[Oracle PeopleSoft](https://www.capterra.com/p/155958/Oracle-PeopleSoft/)

Reason for choosing CXone Mpower

Price

Review Source

Response from NiCE

November 25, 2019

Justin, we are always working to improve our products and appreciate your feedback. We are happy to see that CXone has helped give you visibility into the whole contact center.

JR

JOY R.  
Dispatcher  
Consumer Services  
Used the software for: 2+ years

### "Nice works Nicely "

March 1, 2021

4.0

Pros

I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use

Cons

It sometimes crashes without warning and sometimes calls come in with no intro warning

Switched from

[Cloud Softphone](https://www.capterra.com/p/202660/Acrobits-Softphone/)

The company I work for made the switch due to cost and other things

Review Source

IC

Israel C.  
Deputy Director  
Security and Investigations  
Used the software for: 2+ years

### "Good - But Could Be Great"

March 23, 2020

4.0

Pros

The software is easy to use and navigate.

Cons

There are missing features that a call center application should have that we've requested and have not had great success with: - ringtones for our response coordinators - being able to put multiple people on hold to bring someone else on with a proper introductions - being able to switch all users at once to a specific level or a skill to a level for all users

Review Source

Response from NiCE

April 8, 2020

Israel, thank you for your comments. We're glad it's easy to use for you and your team and we will share your feedback on additional features with the product teams.

AJ

Ann J.  
WFM TL  
Consumer Services  
Used the software for: 1-2 years

### "NICE Incontact End User"

September 20, 2019

5.0

Working in WFM I use this tool constantly. It provides the information needed to perform my daily task with ease. It is a very functional and diverse tool in different areas where I need to view data and collect data.

Pros

The ease of navigation of the system. The information the system provides on realtime measures.

Cons

The functionality of the skilling process.

Switched from

[Aspect Workforce](https://www.capterra.com/p/160354/Alvaria/)

A decision by the company based on the needs of our business.

Review Source

Response from NiCE

October 10, 2019

Thanks so much for your review! We are glad to hear our call center software is helping you get the data you need to perform your job seamlessly.

KK

Kathy K.  
Social Enterprise lead  
Philanthropy  
Used the software for: 2+ years

### "Successful business transformation through integrated contact centres"

September 19, 2018

5.0

Pros

incontact is an excellent scalable platform for expansion/integration incontact seems to be very much in touch with evolving customer needs Customer support and customer communication is very good and sometimes surprisingly transparent Integration of chat and email for a unified agent queue allows agents to work from a single platform Integrated agent and phone application allows agents to work from home without specialized software on their home computers. options

Cons

Customer support is usually so good that it's disappointing when inContact occasionally doesn't live up to it's own standard I wish the company had a service centre in Canada although their service offerings port fairly well across the border

Review Source

VR

Verified Reviewer  
Senior Billing Administrator  
Information Technology and Services  
Used the software for: Less than 6 months

### "Very Useful During the Pandemic"

October 27, 2020

4.0

I really have been pleased with how NICE inContact has helped my organization navigate the pandemic. With so many people working from home, have the flexibility that the program offers was very valuable.

Pros

I like the flexibility to work from anywhere that there is a computer and an internet connection. I am glad that I do not have to have specific hardware. I also like that I can access my colleague's contact information from anywhere.

Cons

I don't think we can transfer calls directly to voicemail.

Review Source

LR

Lisa R.  
Workforce Management  
Insurance  
Used the software for: 2+ years

### "I use this product to help manage our workflow and for individual accountability. "

December 2, 2020

4.0

I appreciated how easy it was to maneuver and display.

Pros

I love that it has no options for changes to be altered for it's call data. All information received is actual and true. Makes it easier to hold employees accountable for actions when review time comes around.

Cons

The only issue I have is when creating the dashboards. The limit is 20 max per dashboard created and you can only open one at a time to review. This is problematic when you have various regions you would like to see at one time.

Reason for choosing CXone Mpower

It is the top product for the market.

Review Source

MR

Michael R.  
RSC Engineer 1  
Information Technology and Services  
Used the software for: 1-2 years

### "inConctact Review"

October 24, 2020

5.0

Personally I like this software more than most helpdesk tools. Other ones are ugly in design and very laggy. This one is sleek looking, easy to use and the call/time tracking features are very useful. Probably the best software I've used for a helpdesk yet.

Pros

There are many pros to this software: 1. Dial pad on the app itself 2. Easy way to transfer/conference calls 3. Email to call feature 4. Cold / Warm transfer of calls 5. Multiple job codes to enter 6. Scheduling calls

Cons

I don't like how if you're inactive in lunch for more than an hour the software randomly closes on you. Also, when someone transfers a call to me it automatically puts in me in the code: Sysoutage.

Review Source

Response from NiCE

October 26, 2020

We appreciate your feedback, Michael!

VR

Verified Reviewer  
Tech Lead  
Information Technology and Services  
Used the software for: 1-2 years

### "Your CTI set up made easy with NICE CXone. "

October 12, 2022

5.0

Pros

Easy to use, integrates well with salesforce to manage the customer support.

Cons

Sometimes call get stuck needs to manually clear the agent.

Review Source

VR

Verified Reviewer  
Nurse Care Manager  
Insurance  
Used the software for: 1-2 years

### "InContact Call Software"

August 27, 2018

3.0

Pros

InContact provides an easy way to make make phone calls from your computer. The calls are recorded which provides important data/information that is used for auditing & quality purposes.

Cons

InContact appears to have a lag in regards to the accuracy of the number of calls a person has made.

Review Source

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