# Page 7 | CXone Mpower Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of CXone Mpower ## Showing most helpful reviews Showing 151-175 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RLC Raine Leonard C. Agent Consumer Services Used the software for: 1-2 years ### "NICE Cxone Usage" December 5, 2023 4.0 Pros The thing that I really like is that it is used to check my schedule on my work everyday. Cons The thing that I least like about NICE Cxone is the color scheme of the site. Review Source DM David M. Customer Service Manager Sports Used the software for: 2+ years ### "I don't know all the options" January 2, 2020 5.0 We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying. Pros I like that I can use the stuido for the most part to better my call center with out a lot of extra work. Cons I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work. Alternatives considered [Fuze](https://www.capterra.com/p/168394/Fuze/) Reason for choosing CXone Mpower We like the potential and see a future with the company. Review Source Response from NiCE January 6, 2020 David, thanks for your comments. We strongly suggest reaching out to your technical account manager for help and to understand all of the capabilities of the product. It will certainly help. VR Verified Reviewer Contact Center Supervisor Computer Software Used the software for: 1-2 years ### "NICE Use as a Contact Center Supervisor" October 25, 2018 3.0 Pros As a normal user that doesn't have to make any edits in the program, its very easy to use and navigate. The schedules are displayed in a way that aren't confusing and easy to understand. Cons As a supervisor, I have to enter activities into their schedule, I don't like that these activities are not approved right away. I think every user who has access to enter activity codes should have the ability to have said activity codes posted to an employees schedule right away instead of them pending for a certain length of time. Review Source Sage C. District manager Human Resources Used the software for: 2+ years ### "Smooth integration, easy to use!" February 22, 2020 5.0 Pros Working in a call center for inside sales called for amazing technology to allow us to do our jobs efficiently. This software allowed for that, and it seamlessly integrated with our CRM at the time which is even more convenient. Love this software! Cons I didn’t have any cons about the auto dialer, didn’t have many hiccups while using this system! Review Source Response from NiCE March 10, 2020 Thanks so much for your feedback! HL Hunter L. Corporate Training Specialist Outsourcing/Offshoring Used the software for: 2+ years ### "inContact makes it easy to manage our call center - great solution" October 3, 2019 5.0 This soft phone makes it so easy to connect and setup new agents, without requiring them to setup a landline or some sort of other phone. Allowing them to use this one system has made deploying inContact and a remote agent EASY! Pros This system makes managing our call center, agents and remote/work from home agents easily, and all in one place - giving us an extensive selection of features and services. Cons Every now and then the site will be slow to load, or laggy. Usually it only lasts a few minutes and logging out and back in will resolve the issue. I have never had to contact support (by the time I would have called, it would have been resolved) Review Source Response from NiCE October 29, 2019 We are glad to hear that we can help you manage a remote workforce. We apologize for the lag time. We are always striving to make improvements and will pass along your comments to the appropriate teams. mI maggie I. VP Operations Computer Software Used the software for: 1-2 years ### "The company that markets "customer experience" lacks the ability to serve its own customers!" November 14, 2019 1.0 I just struggle to see how a company that markets "customer experience" cannot serve its own customers. Pros The data is useful; the dashboards are easy to use. Cons Support is INCOMPETENT. We've changed TAM's twice. Major blunders have occurred to include assigning us a softphone number that was already assigned to another customer! We're now getting each others' calls!! We are struggling to serve OUR customers because of this software now. Our account manager is not very responsive. For 5 months now, I've been trying to purchase additional modules and my questions have gone unanswered. I'm not going to invest any further in this tool and in fact, we are evaluating alternatives now to find a tool that has the analytics we need and the support/account management we deserve. Review Source Response from NiCE November 25, 2019 Maggie, Your comments are very concerning. We have notified our service leadership to get more assistance for you. We apologize for the experience you've been having. gM gabriela M. Quality Analyst Telecommunications Used the software for: 2+ years ### "Very easy to use" September 9, 2022 5.0 Very good experience, highly recommended for call centers. Pros The software is very easy to use, especially the softphone. It is so simple to use that haven't had any issues training even elderly people on its use. It's very convenient for Quality Assurance purposes since the calls are recorded. Cons I would say that the reporting isn't that simple, but once you get a hang of it you can get any report you can imagine. Review Source VR Verified Reviewer Director of Client Services Financial Services Used the software for: 2+ years ### "Great call center technology" July 12, 2018 5.0 Great call / inquiry management service. Pros The service is mature and easy to use. The services include calls, emails and chat (at least that I've used). Queing and agent setup is easy to manage and prioritize all the agents. Cons There were some challenges with the initial setup but the support was awesome. The team was helpful and made the challenges be resolved quickly. Review Source DW Dawn W. Sr Manager, Customer Support Information Technology and Services Used the software for: 2+ years ### "My Experience with InContact" November 14, 2019 3.0 The skill based routing has made our call center more efficient. Pros I like the ease of use for our front line who uses the product. As a manager I like how easy it is to change skill sets. Cons Reporting. Although the reports are pretty easy to create, the similarities in data heads is confusing and there is no way to determine if you're using the correct data. There has also been a few outages since we've purchased InContact. Our prior vendor which we had for 3 years did not have one outage. Reason for choosing CXone Mpower We liked that they were partnering with NICE Review Source Response from NiCE November 25, 2019 Dawn, thank you for your review. It's important to us that we are providing what our customers need. We will pass on your comments to the appropriate teams. BD Brad D. Senior Contact Center Load Manager Higher Education Used the software for: 2+ years ### "Nice InContact review" August 15, 2018 4.0 We have seen some significant outages recently that have to be addressed and they need to address some shortcomings within the support structure, but the product continues to allow us to reach out to many more students than before Pros Ease of setting up new skills and creation of dashboards Cons Need more flexibility around building agent skill profiles and allow for more landscape to work with in the building of real time dashboards Review Source RC Ryan C. IT Systems & Network Director Telecommunications Used the software for: Less than 6 months ### "Stay away, far far far far FAR away" May 4, 2018 1.0 Pros They have a fantastic sales pitch. They promise it will do almost everything except fold your laundry. A web-based softphone is a pretty awesome feature to save on installing an application on a desktop and keeping it up to date. Cons Everything else. After 9 weeks of setup, deployment, implementation, being billed for every, single, thing, along the way. I was notified that their platform wouldn't work with the configuration agreed on at the beginning by a level 1 tech, 7 days AFTER putting in a support ticket going days without any kind of response. Somehow this missed the 2 deployments "engineers".3 networks "engineers", and everyone else involved before the 'go-live' date. The prices are completely out-of-line for the worst "service" they provide. The "support" is completely non-existent. Any kind of issue you have, expect at least 3 days before ANYTHING is done about it and you will still get billed for it. They are, by far, the worst company I've ever had the horrible experience of dealing with. For a company that boasts to be the best contact center platform on the planet, have absolutely no clue on how to make a working platform. Then to have the nerve to try and charge me to set up call recording, while charging me storage fees for files they didn't even have. You will save a lot of time, frustration, and even more money, by avoiding "Nice inContact". Review Source JP Jennifer P. Customer Care Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Suitable for our needs" September 30, 2019 3.0 Pros It allowed us the ability to take advantage of deeper customization and larger oversight of the agents activity from a supervisor's perspectives. For the agents, it allows them to track their time and receive in the moment stats compared to their colleagues to track their progress. It has allowed us the ability to set goals for the agents. As far as the IVR setup, from the outside looking in, it seems like it's more complicated than it should. Unless you are deeply involved in the day-to-day ops, someone new would have a hard time understanding the callflow. Cons Because of the deep customization of the IVR, it has made reporting more difficult. At times, we have to use the Data Download to get specific metrics which is time consuming. Review Source Response from NiCE October 10, 2019 Thank you for the feedback Jennifer. We will pass along your review to our development team. We are always working on ways to improve our products and make them easier to use. NN Niru N. Client Support Analyst Automotive Used the software for: 2+ years ### "Formidable software that provides growth and development " December 7, 2019 4.0 Overall its been productive, the NICE-incontact integration allows our agents to do there tasks in a timely manner which corresponds with there designated work schedule throughout the day Pros Incontact provides our call center with the ability to make outbound/inbound calls so our agents can stay in tact with our service level agreements with various OEM vendors. I prefer its easy to use interface that enables the average user to seamlessly navigate throughout the agent panel when hurrying to make calls and complete tasks. Cons I find that the Incontact agent window becomes glitchy at times where some buttons are non-responsive. Sometimes we have to close the entire window and re-launch the agent panel to become functional again. Review Source Response from NiCE January 6, 2020 Great to hear about your experience. Thank you, Niru! MW Melinda W. Sales Agent Executive Office Used the software for: 2+ years ### "This Program is easy and hassle free" December 2, 2020 5.0 The overall experience with NICE inContact has been positive. Pros What I liked most about this program is the ease of access. When I started this job I was not very familiar with computers , but this software was extremely easy to use. Cons What I liked the least is the fact that it will occasionally freeze up for no reason. Review Source Sage C. District manager Human Resources Used the software for: 2+ years ### "Convienant and easy to use" August 1, 2018 5.0 Pros The ease of use! Once trained on the system, it was the simplest to follow. The break, unavailable and available functions made it easy to set your breaks before ending phone calls. All around great product! Cons Had a few issues with malfunctions and the dialer kicking me out of lunch while I was away. But that's technology. Review Source IR Ivon R. Training Supervisor Apparel & Fashion Used the software for: 2+ years ### "NICE’s Ease of use" April 17, 2021 5.0 The main benefit of having NICE is that we can make sure that all of our agents are able to or try to adhere to their daily schedules. They have reminders when its time for a break or lunch. Very easy to plot learning time, coaching or a training. Pros NICE is a very simple tool to use. Starting with the log in process and managing to move around once logged in. We use this tool to plot our agents daily schedules. They can see their information on a daily, weekly or monthly view. Cons There is nothing not to like from NICE, it us very easy to use. I personally have never had an issue while using it. Review Source VK Vinit K. Backend developer Computer Software Used the software for: 6-12 months ### "The cloud-based customer experience tool NICE CXone offers a complete answer." February 27, 2023 5.0 In general, NICE CXone is a strong and complete tool that helps companies of all kinds increase client engagement and satisfaction. Businesses seeking to offer a seamless and customised client experience should consider it because of its omnichannel routing, labour management, and data capabilities. Pros businesses aiming to raise client happiness and involvement. In order to provide a smooth user experience, this platform provides a broad variety of features, including digital navigation, labour management, analytics, and automation. Cons To enhance the customer experience, this data can be used to pinpoint problem areas and inform data-driven choices. Review Source jT jonnnylou T. Agent Automotive Used the software for: 6-12 months ### "Nice CXone Review" November 17, 2023 5.0 Overall is goods since, I used this application in everyday work Pros You can manage your call using this application. Cons Maybe the design of the application, IT is old unlike in other Review Source AS Annabell S. Senior Solutions Advicer Financial Services Used the software for: 2+ years ### "Very easy to understand all features provided from the very first day in training! I love it. " November 25, 2020 5.0 Loging into the systme and start using it every single day makes it easy for managers and us representatives. Pros In general all the procedures that are from loging in up to make sure you remain login to return calls and remain connected. Returning clients call. Etc. Cons None. I think the company made a great choice to select it. Review Source NO Nathan O. Sr. Technical Support Eng. Computer Software Used the software for: 2+ years ### "Consistent, no fuss queue management" November 23, 2020 5.0 I've been using the software for over 2 years and so far it's been a real asset to my workflow. Pros The visibility of incoming calls and visibility of my other teammates has made this product beneficial in analyzing business flow and call volume. It also provides me with great insight of contact availability. Cons I wish the software better reported contact info. This could be related to my implementation but I'd love to see the caller info before I answer the call. Review Source JW Jennifer W. Support Center Manager Telecommunications Used the software for: 2+ years ### "Feedback" August 27, 2019 1.0 Terrible Pros I do not like anything about your software. Cons There is too many options that make 0 sense to the users. The reporting, the ease of use, the tools needed to effectively run the company, its all terrible. The technical support is awful. You have to submit examples every day because the examples expire. The TAM service is awful. The reporting is awful. You never get the same results for what should be the same outcome needed because the reporting is too difficult. It does not provide accurate results for agent coaching and overall success. Agents do not like it. Review Source Response from NiCE October 1, 2019 Hello Jennifer, We're sorry to hear about your poor experience. We are in touch with our service executives to make this better. DR Dan R. Senior Sales Manager Computer Software Used the software for: 2+ years ### "Versatile call management platform!" November 19, 2020 5.0 Overall, the experience has been great! Especially on the analytics part, it helps me with identifying key areas I should be concentrating on so my team can be effective in their role. Pros NICE InContact allows me to have visibility on the productivity of my team members. I can look at their call activity, listen to their calls and use this info in my coaching conversations. Cons Maybe I haven't explored it but I would like to get to know more info on how to use some of the functionalities. I came into this company where they are already using it and I didn't have a formal onboarding to use the tool. So if there's any online resource I can use that would help me out. Review Source aU andrea U. HR Services Administrator Human Resources Used the software for: 6-12 months ### "use of inContact" November 25, 2020 5.0 its been easy and simple to get myself connected Pros easy to use you can personalize and has cool features Cons it does not let you know that you are receiving a call besides the ringtone Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) avaya was more outdated Review Source AN Aleksandar N. Real Time Management Coordinator Textiles Used the software for: 2+ years ### "Great software but a lot of bugs" May 6, 2020 4.0 I am quite satisfied with NICE except for the reporting section. I am no longer an incontact user since the company decided to switch to genesys purecloud, nonetheless apart from the numerous incontact bugs, I find it to be a great piece of software Pros The intuitive GUI and generally the ease of use. The InContact reporting is great Cons NICE reporting formats are a nightmare to import to any excel file. The inconsistent formatting doesn't let me use a simple macro but rather have to make a combination of formulas and vba but then again it happens that with the latest NICE version even the previous format was slightly changed so I had to do some major edits to the import tools. Review Source Response from NiCE May 14, 2020 Aleksandar, thank you very much for your review. VR Verified Reviewer IT Analyst Information Technology and Services Used the software for: 6-12 months ### "Connect" March 25, 2020 4.0 Its perfect Pros I like that there is a Disconnect and Connect Options, it helps you manage your answer time if you are working on something and then if the time was bound it gets transferred to the next available representative to answer the call instead of hanging it up Its easy to dial out manually no confusing button very efficient Cons None Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Adapt to a better product Review Source Response from NiCE April 8, 2020 Thanks for your feedback! Similar Products Featured