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NICE CXone Mpower

NICE CXone Mpower

Starting at $71 per month per user
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Overview

What is NICE CXone Mpower?

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

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Learn from top reviewers

Awards

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Pricing

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CXone Mpower Digital Agent

$71

Cloud
per month per user

CXone Mpower Voice Agent

$94

Cloud
per month per user

CXone Mpower Omnichannel Agent

$110

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.nice.com/websites/pricing/

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $71 per month per user
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Product Demos

NICE | Show Me the Demo

www.nice.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

9.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.8
Avg 8.2
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Product Details

What is NICE CXone Mpower?

NICE 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.

Key Features
Omnichannel Routing
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Digital Interaction Channels
Predictive Dialer
Analytics
Interaction Analytics
Knowledge Management
Reporting
Customer Surveys
Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management
Proactive Engagement
Recording
Automation & AI
Workforce Intelligence
Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
RESTful APIs
Voice as a Service
FedRAMP Authorized

NICE CXone Mpower Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

NICE CXone Mpower Screenshots

Screenshot of a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower Dashboard aggregates both real-time and historical cross-domain data.Screenshot of CXone Mpower Copilot, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Mpower Workforce Management, used to anticipate business demands and optimize workforces, is an omnichannel forecasting and scheduling engine.Screenshot of CXone Mpower Studio, a 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.Screenshot of CXone Mpower Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Mpower Performance Management, which aligns employee performance, contact center goals, and customer expectations with continuous improvement.

NICE CXone Mpower Videos

Discover NICE CXone Mpower

Watch NICE CXone Mpower Demo

NICE CXone Mpower Competitors

NICE CXone Mpower Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesNorth America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa
Supported LanguagesBulgarian, Chinese Simplified, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Egyptian Arabic, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Saudi Arabic, Spanish, Swedish, Thai

Frequently Asked Questions

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

NICE CXone Mpower starts at $71.

Five9, Talkdesk, and Genesys Cloud CX are common alternatives for NICE CXone Mpower.

Reviewers rate Interactive voice response highest, with a score of 9.7.

The most common users of NICE CXone Mpower are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews From Top Reviewers

Companies can't remove reviews or game the system. Here's why
(1-5 of 238)

Thumbs up

Rating: 5 out of 10
May 19, 2020
Vetted Review
Verified User
NICE CXone Mpower
6 years of experience
NICE inContact CXone is used by our support team. It is the telephony for our member interactions. We support multiple media types. This addresses our need for cross-training and real-time updates to queue and call control. There are a lot of business needs that NICE inContact CXone helps with. We use different platforms of the CXone product as workarounds too.
  • Ability to work anywhere
  • Flexibility regarding how you connect
  • Runs seamlessly
Cons
  • Not understanding if it is a platform or integration issue
  • Troubleshooting
  • Pop out descriptions on icons
Depending on their wants and needs, I would suggest NICE inContact CXone for certain companies. It is well suited for office and home office interactions. I have trouble thinking of a time or a scenario where it would be less appropriate.

A review from the bottom up

Rating: 1 out of 10
November 01, 2021
Vetted Review
Verified User
NICE CXone Mpower
1 year of experience
We use it to direct calls for scheduling.
  • Plays voice-overs
  • The hold button
  • Ability to search through contacts
Cons
  • Freezes
  • Disconnects calls
  • Doesn't load
It works nicely when there are not a lot of calls in queue but when there are more, it seems to slow down and disconnects

Why NICE lives up to my expectations!

Rating: 10 out of 10
June 04, 2021
AH
Vetted Review
Verified User
NICE CXone Mpower
2 years of experience
The company I work for uses NICE CXone (formerly NICE inContact) to receive calls from the general public. We can not just receive calls, we can transfer calls, do a different college to make sure our customers get the right satisfaction and leave the call happy.
  • Able to receive calls
  • Able to transfer calls
  • Able to put customers on hold
Cons
  • If the customer is on hold for a little while, the time [should] be extended so the call doesn't cancel due to inactivity, so this doesn't drop the call.
  • Add more colors for people with visual impairments(Background)
  • A keypad system to not just do inbound, but outbound
NICE CXone (formerly NICE inContact) allows the call handler some time before a call from the customer is accepted, you are warned with a ringtone and the name of the calling line so you know where the call has been directed from. This is good that this is available, so your customer can then be greeted straight after being on hold.

Start small and scale up? Flexibility beyond measure awaits you.

Rating: 9 out of 10
March 27, 2020
Vetted Review
NICE CXone Mpower
5 years of experience
As a call center company, we use InContact as our main platform for our assignments to communicate with our customer's customers, helping them with support across all communication channels. InContact is the base for all our transactions, reporting, and measuring our advisor's performances. We're also implementing gamification which makes us do more in a more fun way.
  • Very flexible, an advisor can be almost anywhere a mobile phone has coverage. Very easy to do out locations.
  • Very good routing possibilities.
  • Everything is measured. The reporting is a bit basic for us but using the API we have done miracles for some of our customers.
  • Fairly easy to debug/troubleshoot the integrations.
  • Multiple users? No problem.
Cons
  • The reporting could be more flexible.
  • Sometimes the European clusters perform badly and the support response could be quicker/better.
Good for setting up a call center where 1000+ advisors handle support using mail, calls, chat (using external integration in our case). Very easy to start with 50 advisors and continually stepping up the assignment.

NICE CXone has definitely stepped up my game her at Zelis

Rating: 10 out of 10
June 18, 2021
TS
Vetted Review
Verified User
We are now able to see who is available to take or transfer calls to. Tracking of calls is very efficient as well as QA scoring.
  • Routing calls
  • Receiving messages
  • Easily identifies where the call is coming.
  • Employee visibility is easily read.
  • Easy to know what status you are in.
Our client sometimes calls our customer service line instead of return a call directly. Our Client Service Team can now route those calls directly to the person who left a message with the client.
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