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CXone Mpower

Cloud-based contact center software

Table of Contents

Is this product right for your business?

Find out with a

CXone Mpower - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

CXone Mpower overview

What is CXone Mpower?

CXone Mpower is a cloud-based 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 customizable platform with industry-leading CRM integrations, multiple RESTful APIs, SDKs, a development center, DEVone partner program, and the CXexchange marketplace.

Who uses CXone Mpower?

Reviews for CXone Mpower come from a wide variety of industries, including insurance (11% of reviewers), telecommunications (8%), and consumer services (7%). The most frequent use case for CXone Mpower cited by reviewers is call center operations (60% of reviewers).

What do users say about CXone Mpower pricing?

Some users report that CXone Mpower offers flexibility and cost savings, and some reviewers find it priced right for their needs. However, many users indicate high pricing, additional costs, and a complicated, sometimes unjustified pricing structure.

Starting price

71per user /
per month

Alternatives

with better value for money

Pros & Cons

Navigation

Operations

Customization

Connectivity

Analytics

Stability

CXone Mpower’s user interface

Ease of use rating:

4.2

(581)

CXone Mpower pros, cons and reviews insights

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

Overall rating

Reviews sentiment

1-2(33)

3-4(276)

5(272)

What do users say about CXone Mpower?

Users report CXone Mpower offers a flexible, web-based platform that streamlines call center operations, enables remote work, and provides robust reporting and customization options. They appreciate its ease of use, ability to manage agents and employees efficiently, and integration with popular CRMs, which helps improve productivity and customer service. Most find the dashboards and analytics useful for monitoring performance and optimizing workflows.

Reviewers indicate recurring issues with system glitches, crashes, and inconsistent customer support, which can impact reliability. They feel customization is sometimes limited and navigating complex features or reporting can be confusing, requiring additional training or technical assistance.

Select to learn more

Who uses CXone Mpower?

Based on 581 verified user reviews.

Company size

Enterprises

Small Businesses

Midsize Businesses

Top industries

Insurance

Telecommunications

Consumer Services

Financial Services

Others

Use cases

Call Center

Customer Service

Contact Center

Call Recording

Call Center Workforce Management

CXone Mpower's key features

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

Call center management

4.5

(84)

Call recording

4.7

(61)

Automated routing

4.3

(46)

Call routing

4.7

(23)

Quality management

4.4

(5)

All CXone Mpower features

Features rating:

4.1

(581)

Manual dialer

4.4

(12)

Call monitoring

4.5

(46)

Budgeting/Forecasting

3.0

(1)

Customer history

(0)

Skills tracking

4.0

(2)

On-Demand recording

3.8

(6)

Monitoring

4.0

(2)

Dashboard

5.0

(1)

Auto-Dialer

4.3

(9)

Archiving & retention

3.8

(6)

Employee management

4.0

(1)

Performance management

4.9

(8)

Reporting & statistics

4.0

(1)

Call tracking

4.0

(8)

Recording

4.2

(5)

Activity tracking

5.0

(2)

Real-Time reporting

5.0

(3)

Call tagging

3.3

(6)

Queue management

4.2

(21)

Computer telephony integration

4.5

(36)

VoIP connection

4.7

(11)

Interaction tracking

4.4

(87)

Performance metrics

3.9

(9)

Reporting/Analytics

4.3

(124)

Automatic call distribution

4.6

(33)

Contact management

4.4

(89)

Support ticket management

4.2

(13)

Call logging

4.5

(40)

Workflow management

4.3

(32)

Alerts/Escalation

4.2

(66)

Chatbot

4.2

(6)

Multi-Channel communication

4.1

(46)

Customer database

4.5

(11)

Service level agreement (sla) management

3.8

(37)

Self service portal

4.2

(45)

Employee scheduling

4.7

(3)

For call centers

5.0

(4)

Customizable branding

3.9

(29)

Call transfer

4.6

(7)

Call scripting

4.4

(9)

Email management

4.0

(46)

Macros/Templated responses

3.9

(35)

Surveys & feedback

4.5

(6)

AI copilot

4.1

(7)

Knowledge base management

4.1

(79)

Live chat

4.1

(7)

Timesheet management

4.5

(2)

CRM

5.0

(3)

Automated scheduling

3.5

(2)

Campaign management

4.7

(9)

Labor forecasting

4.0

(1)

Event triggered actions

3.0

(4)

Social media integration

3.6

(29)

Real-Time chat

4.3

(8)

Predictive dialer

4.3

(7)

Progressive dialer

4.3

(4)

IVR

4.5

(12)

Phone Key Input

(0)

Real-Time analytics

(0)

Power dialer

4.5

(2)

Preview dialer

5.0

(1)

Process/Workflow automation

(0)

Workforce management

(0)

VoIP

(0)

Voice mail

5.0

(1)

Voice Customization

(0)

Variable workforce

(0)

Time off management

(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)

Scheduled recording

4.5

(2)

Request Assignment

(0)

Recruitment management

(0)

Real-Time updates

(0)

Outbound call center

(0)

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)

Multiple Scripts

(0)

Multi-Language

(0)

Multi-Channel management

(0)

Multi-Channel data collection

(0)

List management

(0)

Leaderboards

(0)

Knowledge management

(0)

Intraday management

(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

Complaint Management

87/100

CXone Mpower alternatives

CXone Mpower

4.2

(581)

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.1

Value for Money

4.1

Customer Support

4.0

LiveAgent

4.7

(1.7K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.7

Customer Support

4.7

CTM

4.6

(150)

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

4.6

Ricochet360

4.8

(82)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.7

Value for Money

4.8

Customer Support

4.8

CXone Mpower pricing

Pricing plans

Pricing details:

Free plan

Free trial

Subscription

CXone Mpower Digital Agent

/user

Per month

Features included:

Common data sets and models
Unified administration and user interface
Digital Agent routing for 30+ channels
Dedicated agent and supervisor workspace
Prebuilt data visualization dashboard and reports
Digital recording and storage

CXone Mpower Voice Agent

/user

Per month

Features included:

CXone multi-tenant cloud, open platform, common data sets and models
Unified administration and user interface
Universal queue with concurrent interaction handling
Dedicated agent and supervisor workspace
Self-Service via voice IVR with no-code configuration
Prebuilt and customizable cross-domain dashboards and reports
Voice recording and storage

CXone Mpower Omnichannel Agent

110

/user

Per month

Features included:

Omnichannel blended routing for digital and voice
Universal queue with concurrent interaction handling
Voice and digital capture, storage, search and playback
Dedicated agent and supervisor workspace
Voice and digital prebuilt data visualization dashboards and reports

CXone Mpower Essential Suite

135

/user

Per month

Features included:

Screen recording for agent desktop for both voice and digital interactions
Quality Management workflows, including rich evaluation options, automated interactions distribution, coaching, calibrations, appeals and self-assessment.
Dedicated supervisor workspace enabling omnichannel real-time monitoring and streamlined workflows for managing agents
Prebuilt and customizable cross-domain dashboards and reports

CXone Mpower Core Suite

169

/user

Per month

Features included:

Omnichannel AI forecasting and scheduling
Agent mobile scheduling app with auto approvals
Adherence and time utilization insights
Enhanced performance visualization and insights
360 view of the agent KPIs, metrics and trends

CXone Mpower Complete Suite

209

/user

Per month

Features included:

Identify trends and root causes using AI-driven omnichannel analytics across 100% of voice, text, and digital interactions
Analyze, measure and quickly uncover insights with prebuilt categories, entities, and sentiment analytics
Take immediate action and drive improvements in CX with out-of-the-box dashboards and in-depth reporting
Contextual and conversational customer feedback
Capture Voice of the Customer as part of IVR and quality workflows

User opinions about CXone Mpower price and value

Value for money rating:

4.1

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.

, and

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 N.

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

Eric N.

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 M.

Customer Service Manager

CXone Mpower integrations (49)

Integrations rated by users

We looked at 581 user reviews to identify which products are mentioned as CXone Mpower integrations and how users feel about them.

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 D.

Benefits Assistance Center Team Lead

1/2

LogMeIn Central

Integration rating: 5.0 (1)

Microsoft Teams

Integration rating: 5.0 (1)

CXone Mpower customer support

What do users say about CXone Mpower customer support?

Customer support rating:

4.1

We analyzed 67 verified user reviews to identify positive and negative aspects of CXone Mpower customer support.

A portion of users highlight responsive, knowledgeable support staff and dedicated account managers who resolve issues efficiently.

Multiple users appreciate the helpful support site, quick call responses, and transparent communication on issue status.

A number of users report slow response times, unresolved tickets, and difficulty getting consistent help from support.

Certain users mention lack of follow-through, confusing instructions, and needing to escalate or pay extra for effective assistance.

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

To see what individual users say about CXone Mpower's customer support, check out the review snippets below.

“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.”

Amanda D.

Benefits Assistance Center Team Lead

“The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call.”

Dana S.

Director of Client Services

“Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. ”

Steven S.

Workforce Manager

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. What are the benefits of using CXone Mpower?

It helps manage all interactions on a unified platform. Users can optimize customer experience for every type of conversation—from voice to digital messaging to chatbots and social. CXone Mpower is an interaction-centric platform built to master and orchestrate multiple interactions.

CXone Mpower consolidates all communication channels, applications, data, and knowledge onto a single open cloud platform. This includes CX solutions such as routing, workforce engagement management, analytics, and digital—all natively available, streamlining operations and eliminating the need for complex integrations. Users can run third-party applications natively with CXone Mpower integration hubs and common administration and reporting frameworks.

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:
Arabic, Bulgarian, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Romanian, Russian, Spanish, 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, HubSpot CMS Hub, Pega CRM, Dynamics 365, Zoom Workplace, Microsoft Teams, CallVU, LogMeIn Pro, SugarCRM, Cyara, SpiceX, Fuze , LogMeIn Central, ServiceNow, Streem, livepro, Kustomer, Salesforce Platform, Firefly, Haptik, ProcedureFlow, DaaS, 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