CXone Mpower vs DialedIn CCaaS

Five9

Convoso

8x8 Work

Genesys Cloud CX

VICIdial

Ricochet360

Compare CXone Mpower and DialedIn CCaaS based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Ringover

Ringover is a 100% Cloud voice - video - chat - text and call center solution focused on team productivity and directly configurable by managers. The key: end-to-end technological control, a user-friendly interface, and support at each step.

LiveAgent

Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial.

Amazon Connect

Amazon Connect is an omnichannel contact center solution that utilizes built-in AI and ML to deliver high-quality voice and interactive chat experiences. With Amazon Connect, teams can easily automate interactions using intuitive interactive voice response (IVR) systems and chatbots.

For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Archiving & Retention

Auto-Dialer

Automated Routing

Automated Scheduling

Automatic Call Distribution

Automatic Outbound Dialer

Autoresponders

Blended Call Center

Budgeting/Forecasting

Callback Scheduling

Call Center Management

Call Disposition

Call Logging

Call Monitoring

Call Recording

Call Routing

Call Scheduling

Call Scripting

Call Tagging

Call Tracking

Call Tracking Metrics

Call Transfer

Campaign Management

Campaign Specific Caller ID

Categorization/Grouping

Chatbot

Chat/Messaging

Communication Management

Computer Telephony Integration

Contact Database

Contact Management

Customer Database

Customer Experience Management

Customer History

Customer Journey Mapping

Customer Service Analytics

Customer Surveys

Customizable Branding

Customizable Forms

Customizable Templates

Dashboard

Drag & Drop

Email Alerts

Email Management

Employee Coaching Tools

Employee Database

Employee Management

Employee Scheduling

Event Triggered Actions

FCC Compliance

Feedback Management

File Transfer

For Call Centers

FTC Compliance

Inbound Call Center

Inbox Management

Interaction Tracking

Intraday Management

Knowledge Base Management

Knowledge Management

Labor Forecasting

Leaderboards

List Management

Live Chat

Macros/Templated Responses

Manual Dialer

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple Scripts

On-Demand Recording

Outbound Call Center

Performance Management

Performance Metrics

Phone Key Input

Power Dialer

Predictive Dialer

Preview Dialer

Process/Workflow Automation

Progressive Dialer

Quality Management

Queue Management

Real-Time Analytics

Real-Time Chat

Real-Time Reporting

Real-Time Updates

Recording

Recruitment Management

CXone Mpower

Web-based

Windows

Linux

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

CXone Mpower Core Suite

CXone Mpower Complete Suite

Access to Services Section Manager

They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.

Technical specialist

I especially appreciate the flexibility in configuring call flows and IVRs using Studio.

Digital Contact Center Solutions

The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!

The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive.

Scheduler

I never have issues with the phone system and replaying my calls

Workforce Management Analyst

There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state.

Senior Call Center Administrator

Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.

We had a secondary RTA system that would show the agents in the correct state.

Benefits Assistance Center Team Lead

The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary.

Automation Consultant

It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected.

Maybe how I am unable to pre record a voicemail.

Workforce Manager

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone.

The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it).

Sales Agent

It's annoying when it crashes, but if it does- their support team helps you get back up and running.

The Admin interface is user-friendly once you get past the initial learning curve.

Social Media Specialist

The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Accountant

I have asked numerous times to automatically send us invoices monthly.  

Payment Solutions Advisor

sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail.

Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

Director, Community Impact

CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Workforce Management

Real-time monitoring, BI Reporting, and easy phone skill changes.

IT Admin

RIng Central Support team was inept, some of the reporting is clunky

Client Care Specialist

There can be some minor connection issues every now and then, but nothing too intense.

Lack of support and training and downtime due to issues.

Quality

QMA - is used daily and very user friendly, record keeping, reporting.

Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help.

Senior Director Sales Marketing

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming.

Supervisor

CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.

Sr. Business Systems Analyst

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

Customer experience

Our TAM's have provided exceptional service and do a great job following up on open items.

WFM Analyst

Time it takes to build things out like teams.

Really like that it's an integrated platform that's easily scalable.  

Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities.

Registered Nurse

Customer Service

Great connection made when on the phone with customers

Backend developer

In order to provide a smooth user experience, this platform provides a broad variety of features, including digital navigation, labour management, analytics, and automation.

So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.

As an admin, my overall experience with CXone has been very positive.

Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center.

EMEA Global Service Desk Lead

Director Q&A Implementation

These attributes are key to me in the development of agents and delivery of quality service.

It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.

Help Desk Manager

The Browser interface does have some issue with the max agent

Director

Tech support can take a little longer to get a case worked when something does come up

I like the capability of studio, WFM and monitoring.

Networks & IT Lead

We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

CXone Mpower vs DialedIn CCaaS Comparison (2026)

CXone Mpower

DialedIn CCaaS

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives