CXone Mpower Features & Capabilities

CXone Mpower

Zendesk Suite

Zoho Desk

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/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

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

Callback Scheduling

Campaign Management

Categorization/Grouping

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

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

Knowledge Base Management

Labor Forecasting

Leaderboards

List Management

Live Chat

Macros/Templated Responses

Manual Dialer

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

Reporting & Statistics

Reporting/Analytics

Request Assignment

Scheduled Recording

Self Service Portal

Service Level Agreement (SLA) Management

Shift Swapping

Genesys Cloud CX

Five9

LiveAgent

RingCentral Contact Center

JustCall

Freshdesk

Talkdesk

Aircall

Convoso

Our current Account Manager with NICE has been a breath of fresh air.  He's extremely responsive and provides options to our questions.  Shout out to [sensitive content hidden]!

NICE CXone is Super Flexible

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver. 

I can't use this

The pros and cons of Nice CXone

Great Platform

Excellent Product 

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Have been using NICE inContact since 2009

It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

It's so nice we got this tool Nice inContact

InContact has allowed us to increase flexibility in handling contacts across multiple sites.  We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact.  Like any tool, there is pros and cons.  We have had to adapt some of our business practices to the tool.  It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).


Omnichannel, Multi-site, International Contact Center

Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.

It was much better several years ago but with every recent "upgrade" it has gotten worse.  Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks.  As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc.  The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency.  These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis.

CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine.  

I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the  Agent. 

NICE inContact might be a great for you, but it isn't right for me

Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company. 

InContact Cloud Software

After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer.
What I like most about Nice is knowing that I can work from anywhere.

telephony revolution

Overall experience is very good and very efficient product.

Very efficient and smooth communicator

NICE CXone Product Review

Good experience, everyone we've worked with has been helpful. It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected.

Great Business Partner

Worth trying if you are looking for a contact center solution to manage your all needs.

One Stop Solution

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

You CAN'T Go Wrong with NICE CXOne!!!

Thank you so much for taking the time to share your feedback! We are so glad to hear how happy you are with the features and ROI you are realizing with NICE CXone.

Good. The web-based experience gives us the flexibility to switch browsers if we experience issues.

Nick's Review

RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work. 

Avaya CMS is better

Great Product

Overall, our experience with NICE CXone has been above and beyond what we were hoping for. 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. 

NICE CXone is a significant upgrade from our previous system!

It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Excellent Resource; Future Versions Will Be Even Better

It's better than the previous tool we used.

CX One review

implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Great client's and customer experience

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

NICE CXone, the complete solution

CXone Mpower screenshot: Experience a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower dashboard provides seamless aggregation of both real-time and historical cross-domain data.  

CXone Mpower screenshot: CXone Mpower Performance Management aligns employee performance, contact center goals, and customer expectations with continuous improvement. 

CXone Mpower screenshot: CXone Mpower Studio is an intuitive, visual yet powerful  tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels. 

CXone Mpower screenshot: Use CXone Mpower Interaction Analytics to get actionable insights from every voice, digital, and self-service customer interaction.

CXone Mpower screenshot: Anticipate business demands and optimize your workforce with CXone Mpower Workforce Management, the industry’s most intelligent and accurate omnichannel forecasting and scheduling engine.

CXone Mpower Features

Features Summary

Screenshots

Contenders comparison

Common CXone Mpower comparisons

Reviewers who mentioned features said: