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CXone Mpower

Cloud Contact Center Software

Last updated: March 2025

Table of Contents

CXone Mpower - 2025 Pricing, Features, Reviews & Alternatives

What is CXone Mpower?

CXone Mpower is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement.

With CXone Mpower, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.

CXone Mpower is a highly composable and customizable platform with industry-leading CRM integrations, over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace.

As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.

Benefits of using CXone Mpower

100% of Interactions on One Platform:
Ensure a seamless customer experience for every type of conversation—from voice to digital messaging to chatbots and social. NICE CXone Mpower is an interaction-centric platform built to master and orchestrate 100% of interactions. Unlike a customer relationship management platform or ticketing system, only an interaction-centric platform can orchestrate sophisticated, AI-driven customer journeys.

All the Advanced Capabilities to Master Interactions:
CXone Mpower consolidates all communication channels, applications, data, and knowledge onto a single open cloud platform. This includes the best-of-breed CX solutions from NICE— routing, workforce engagement management, analytics, and digital—all natively available, streamlining operations and eliminating the need for complex integrations. Run third-party applications natively with CXone Mpower integration hubs and common administration and reporting frameworks.

AI Purpose-Built for CX, Driving Value From Day One:
Developed by NICE, Enlighten is the world’s first and only AI built specifically for customer experience. Enlighten leverages the power and capacity of generative AI and machine learning, coupled with the world’s most extensive CX data set and security guardrails, to produce truly remarkable customer experiences. Fully embedded across CXone Mpower, Enlighten AI is operationalized with pre-built models and ready to drive value from Day One.

Starting from

/user

Per month

Alternatives with better value for money

CXone Mpower’s pros and cons based on 587 verified reviews

To identify what users like and dislike about CXone Mpower, our data scientists apply advanced modeling techniques to our proprietary reviews data. We've sorted the resulting list of pros and cons based on the percentage of users who expressed positive sentiment toward the given topic in their reviews.

To determine these pros and cons insights, we analyzed responses from 587 verified reviews

Intuitive user interface

88% of reviewers feel positive about the user interface. Reviewers appreciate the intuitive and user-friendly design, which makes the software easy to use and navigate. They find the interface simple, practical, and well-laid-out, enhancing overall usability and user experience.

See related user reviews

“Overall Market reputation and product feel, flexible, forward design, open to developement, great user interface and training modules.”

Scott Marrone

EVP

“The audio is crisp and the UI is simple and easy to use.”

Yves Concepcion

Talent Acquisition Specialist

Easy navigation

88% of reviewers feel positive about the navigation. Users think the software is easy to navigate, with clean and straightforward layouts. They report that all functions are easy to find, and the navigation process is user-friendly, making it simple to learn and use.

See related user reviews

“As a normal user that doesn't have to make any edits in the program, its very easy to use and navigate.”

Edgar Ortiz

Contact Center Supervisor

“Personally, the tool is user-friendly and the UI is easy to navigate.”

Carly Jimenez

Preboarding Specialist

Seamless integration

86% of reviewers feel positive about the integration ease. Users say the software integrates seamlessly with other systems, particularly CRM platforms like Salesforce. They appreciate the smooth setup process and the ability to connect with various internal and external systems effortlessly.

See related user reviews

“Great API integration options and allows for great integration with internal systems.”

Brice King

SVP

“This software allowed for that, and it seamlessly integrated with our CRM at the time which is even more convenient.”

Sage Coody

District manager

Comprehensive metrics view

84% of reviewers feel positive about the ability to view metrics. Reviewers indicate that the software provides valuable insights into call volumes, business flow, and performance metrics. They find the customizable dashboards and real-time tracking features particularly useful for monitoring and analyzing operations.

See related user reviews

“The visibility of incoming calls and visibility of my other teammates has made this product beneficial in analyzing business flow and call volume.”

Nathan Olsen

Sr. Technical Support Eng.

“I like that I am able to customize my view of metrics.”

Krystal Ondatje

Enterprise Client Success Associate

Effective call center management

84% of reviewers feel positive about call center management. Users report that the software supports various contact center workflows, from scripting to analytics. They appreciate its flexibility, ease of configuration, and the comprehensive tools available for managing and operating call centers of any size.

See related user reviews

“The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics.”

Sergio Mayorga

Senior Call Center Administrator

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

Jim Zeunik

Call Center Manager

High Costs and Complicated Pricing

86% of reviewers feel negative about CXone Mpower's value for money/pricing. Some users report that the pricing can be very high, especially for smaller companies or those needing advanced modules. Reviewers indicate additional costs for features and services. They mention a lack of transparency in pricing and unexpected expenses. Some users feel that the pricing structure is complicated and not always justified by the service provided.

See related user reviews

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

Eric Nye

IT Analyst

“The prices are completely out-of-line for the worst "service" they provide.”

Ryan Coe

IT Systems & Network Director

Frequent connection issues

72% of reviewers feel negative about connection issues. Users report frequent disconnections, slow loading times, and the need to refresh or restart systems. They find these connectivity problems disruptive, affecting their ability to use the software reliably.

See related user reviews

“The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it. ”

Justin Wright

Tire Group Staff Assistant

“There is this strange issue were my inContact window would give alerts about being disconnected from the internet.”

Alex Terrell

Solar Sales Conceirge

Slow issue resolution

68% of reviewers feel negative about issue resolution. Reviewers express frustration with the slow response times and the need for multiple follow-ups to resolve issues. They mention that technical support often lacks the expertise to address problems promptly and effectively.

See related user reviews

“Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again.”

Shelli Byers

Contact Center Engineer

“Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.”

Gary Shadders

Sr. Business Systems Analyst

Inadequate support services

45% of reviewers feel negative about support services. Users criticize the support team for being unresponsive and unhelpful. They report difficulties in getting timely assistance and resolving issues, which impacts their overall experience with the software.

See related user reviews

“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. ”

Jonathan Hypes

Chief Infrastructure & Data Officer

“Their support team, whenever I would message in an issue I would normally not get a response back”

DAMIEN MADSEN

Tech Engineer

Unreliable call management

42% of reviewers feel negative about call management. Users report issues with dropped calls, poor call quality, and difficulties in managing call flows. They find these problems disruptive and detrimental to their operations, leading to frustration and inefficiencies.

See related user reviews

“I lost a client because of the number of dropped calls that they have had. When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients. ”

Carlos Corzo

CEO

“As nothing is perfect, nice lately has been dropping calls, leaving silent calls, and putting breaks on their own. When the call does not go through, an error image appears, I believe it would be better if a message appears saying that the call did not go through.”

Vivian Jenifer

FRAUD PREVENTION TECHNICIAN

CXone Mpower's key features

Most critical features, based on insights from CXone Mpower users:

Call Center Management

4.5

(84)

Call Recording

4.6

(58)

Automated Routing

4.2

(44)

Customizable Branding

3.9

(29)

Call Routing

4.7

(23)

All CXone Mpower features

Features rating:

4.1

(587)

Skills Tracking

4.0

(2)

Customer History

(0)

Real-Time Reporting

5.0

(3)

Recording

4.2

(5)

Employee Management

4.0

(1)

Manual Dialer

4.4

(12)

Call Tracking

3.9

(7)

Call Tagging

3.3

(6)

Call Monitoring

4.5

(45)

Budgeting/Forecasting

3.0

(1)

Quality Management

4.0

(3)

Reporting & Statistics

4.0

(1)

Activity Tracking

5.0

(2)

Performance Management

4.9

(7)

Archiving & Retention

3.8

(6)

Auto-Dialer

4.3

(8)

On-Demand Recording

3.8

(6)

Queue Management

4.2

(20)

Computer Telephony Integration

4.5

(35)

VoIP Connection

4.7

(11)

Interaction Tracking

4.4

(87)

Performance Metrics

3.9

(9)

Reporting/Analytics

4.3

(121)

Contact Management

4.4

(89)

Automatic Call Distribution

4.6

(32)

Support Ticket Management

4.2

(13)

Workflow Management

4.3

(32)

Call Logging

4.5

(40)

Alerts/Escalation

4.2

(66)

Multi-Channel Communication

4.1

(45)

Customer Database

4.6

(10)

Self Service Portal

4.2

(45)

Service Level Agreement (SLA) Management

3.8

(36)

Call Transfer

4.6

(7)

For Call Centers

5.0

(4)

Call Scripting

4.4

(9)

Employee Scheduling

4.7

(3)

Email Management

4.0

(46)

Macros/Templated Responses

3.9

(35)

Surveys & Feedback

4.5

(6)

Virtual Assistant

4.1

(7)

Knowledge Base Management

4.1

(78)

Labor Forecasting

4.0

(1)

CRM

5.0

(3)

Live Chat

4.1

(7)

Campaign Management

4.7

(9)

Timesheet Management

4.5

(2)

Event Triggered Actions

3.0

(4)

Automated Scheduling

3.5

(2)

Social Media Integration

3.6

(29)

Real-Time Chat

4.3

(8)

Predictive Dialer

4.3

(7)

IVR

4.5

(12)

Progressive Dialer

4.3

(4)

Workforce Management

(0)

Preview Dialer

5.0

(1)

VoIP

(0)

Voice Mail

5.0

(1)

Process/Workflow Automation

(0)

Voice Customization

(0)

Variable Workforce

(0)

Time Off Management

(0)

Real-Time Analytics

(0)

Third-Party Integrations

(0)

Text to Speech

(0)

Template Management

(0)

Tagging

(0)

Survey/Poll Management

(0)

Support Ticket Tracking

(0)

Speech-to-Text Analysis

(0)

SMS Messaging

(0)

Shift Swapping

(0)

Real-Time Updates

(0)

Scheduled Recording

4.5

(2)

Recruitment Management

(0)

Request Assignment

(0)

Power Dialer

4.5

(2)

Customer Surveys

(0)

Customer Service Analytics

(0)

Customer Journey Mapping

(0)

Customer Experience Management

(0)

Contact Database

(0)

Communication Management

(0)

Chat/Messaging

(0)

Categorization/Grouping

(0)

Callback Scheduling

5.0

(1)

Call Tracking Metrics

(0)

Call Scheduling

5.0

(1)

Call Disposition

(0)

Blended Call Center

(0)

Autoresponders

(0)

Automatic Outbound Dialer

(0)

API

(0)

Alerts/Notifications

(0)

AI/Machine Learning

(0)

Activity Dashboard

5.0

(1)

Access Controls/Permissions

5.0

(2)

Phone Key Input

(0)

Outbound Call Center

(0)

Multiple Scripts

(0)

Multi-Language

(0)

Multi-Channel Management

(0)

Multi-Channel Data Collection

(0)

List Management

(0)

Leaderboards

(0)

Inbox Management

(0)

Inbound Call Center

(0)

FTC Compliance

(0)

File Transfer

3.5

(2)

Feedback Management

(0)

FCC Compliance

(0)

Employee Database

(0)

Employee Coaching Tools

(0)

Email Alerts

(0)

Drag & Drop

(0)

Customizable Templates

(0)

Customizable Forms

(0)

CXone Mpower awards

Auto Dialer

88/100

CXone Mpower alternatives

CXone Mpower

4.2

(587)

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.1

Value for Money

4.0

Customer Support

4.0

Convoso

4.5

(358)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.5

Value for Money

4.5

Customer Support

4.5

Zoho Desk

4.5

(2.1K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

CallTrackingMetrics

4.6

(130)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.6

Value for Money

4.5

Customer Support

4.5

CXone Mpower pricing

Starting from

/user

Per month

Pricing details

Subscription

Free trial

Free plan

Pricing range

view pricing plans

User opinions about CXone Mpower price and value

Value for money rating:

4.0

Of 21 reviews that provide robust commentary on CXone Mpower's price and value, 14% mention it in a positive light.

Some users report that CXone Mpower offers flexibility and adjustments to business practices, leading to cost savings and improved customer relations. Some reviewers find it to be an all-in-one solution that transitions traditional capital expenditures into operational expenses. They say it is easy to use, priced right, and user-friendly. However, many users indicate that the pricing can be very high, especially for smaller companies or those needing advanced modules. They mention additional costs for features and services, lack of transparency in pricing, and unexpected expenses. Some users feel that the pricing structure is complicated and not always justified by the service provided.

Check .

To see what individual users think of CXone Mpower's cost and value, check out the review excerpts below.

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

Al Niemuth

“We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. ”

Eric Nye

IT Analyst

“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.”

David Martin

Customer Service Manager

CXone Mpower integrations (44)

Integrations rated by users

We looked through 587 user reviews, to identify which products are mentioned as CXone Mpower integrations, and what is the users perception.

Salesforce Platform

Integration rating: 5.0 (4)

“We use Salesforce as our case management system. It keeps track of all our open/closed cases and employee profile information. ”

“While CXone offers dispositioning and tags, having a CRM gives more detail on customer behavior.”

Amanda Dauria

Benefits Assistance Center Team Lead

1/2

LogMeIn Central

Integration rating: 5.0 (1)

Microsoft Teams

Integration rating: 5.0 (1)

CXone Mpower support options

Typical customers

Freelancers

Small businesses

Mid size businesses

Large enterprises

Platforms supported

Web

Android

iPhone/iPad

Support options

Phone Support

Chat

Knowledge Base

24/7 (Live rep)

Email/Help Desk

FAQs/Forum

Training options

Videos

Webinars

Live Online

In Person

Documentation

CXone Mpower reviews

Overall rating

4.2

587

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend8.05/10

Rating distribution

272

212

Pros

“This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.”

rakesh m.

Sr. Enterprise Architect

“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.”

Alejandra B.

Lead Sales Ex Coordinator, SALES EXCELLENCE

“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.”

Armie M.

Product Support

Cons

“The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.”

Justin W.

Tire Group Staff Assistant

“I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.”

Drevon W.

Bonobos Customer Service

“There is a lag and sometimes calls will randomly drop. Sometimes the calls get sent to the wrong dept.”

SARA S.

SUPPORT

Read all reviews

CXone Mpower FAQs

Q. What type of pricing plans does CXone Mpower offer?

CXone Mpower has the following pricing plans:
Starting from: $71.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)

These products have better value for money

Q. Who are the typical users of CXone Mpower?

CXone Mpower has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does CXone Mpower support?

CXone Mpower supports the following languages:
Japanese, Portuguese, Russian, Italian, Korean, Chinese (Traditional), English, Chinese (Simplified), Spanish, French, German, Arabic, Bulgarian, Croatian, Czech, Danish, Dutch, Greek, Norwegian (Bokmal), Polish, Romanian, Swedish, Thai

Q. Does CXone Mpower offer an API?

Yes, CXone Mpower has an API available for use.

Q. What other apps does CXone Mpower integrate with?

CXone Mpower integrates with the following applications:
Textel, Inbenta, Bullhorn ATS & CRM, SAP Customer Experience, Lightico, Oracle Service, Dynamics 365, Zoom Workplace, Microsoft Teams, CallVU, LogMeIn Pro, SugarCRM, Cyara, SpiceCSM, Fuze , LogMeIn Central, ServiceNow, Streem, livepro, Salesforce Platform, Firefly, Haptik, ProcedureFlow, Dizzion, Zendesk Suite

Q. What level of support does CXone Mpower offer?

CXone Mpower offers the following support options:
Phone Support, Chat, Knowledge Base, 24/7 (Live rep), Email/Help Desk, FAQs/Forum