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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How NICE CXone Mpower Differs From Its Competitors
Awards
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Pricing
CXone Mpower Digital Agent
$71
CXone Mpower Voice Agent
$94
CXone Mpower Omnichannel Agent
$110
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $71 per month per user
Product Demos
NICE | Show Me the Demo
Features
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is NICE CXone Mpower?
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.
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
NICE CXone Mpower Videos
Watch NICE CXone Mpower Demo
NICE CXone Mpower Integrations
NICE CXone Mpower Competitors
NICE CXone Mpower Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Mac |
Mobile Application | Apple iOS, Android |
Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
Supported Languages | Bulgarian, 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 |
NICE CXone Mpower Downloadables
Frequently Asked Questions
Comparisons
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Reviews From Top Reviewers
Thumbs up
- 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
A review from the bottom up
- Plays voice-overs
- The hold button
- Ability to search through contacts
Cons
- Freezes
- Disconnects calls
- Doesn't load
Why NICE lives up to my expectations!
- 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
Start small and scale up? Flexibility beyond measure awaits you.
- 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.
NICE CXone has definitely stepped up my game her at Zelis
- Routing calls
- Receiving messages
- Easily identifies where the call is coming.
- Employee visibility is easily read.
- Easy to know what status you are in.