CXone Mpower

4.2 (584)
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Cloud Contact Center Software

About CXone Mpower

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.
CXone Mpower is a highly composable and customizable platform with industry-leading CRM integrations, over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace.

As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.


Key benefits of CXone Mpower

100% of Interactions on One Platform:
Ensure a seamless customer experience for every type of conversation—from voice to digital messaging to chatbots and social. NICE CXone Mpower is an interaction-centric platform built to master and orchestrate 100% of interactions. Unlike a customer relationship management platform or ticketing system, only an interaction-centric platform can orchestrate sophisticated, AI-driven customer journeys.

All the Advanced Capabilities to Master Interactions:
CXone Mpower consolidates all communication channels, applications, data, and knowledge onto a single open cloud platform. This includes the best-of-breed CX solutions from NICE— routing, workforce engagement management, analytics, and digital—all natively available, streamlining operations and eliminating the need for complex integrations. Run third-party applications natively with CXone Mpower integration hubs and common administration and reporting frameworks.

AI Purpose-Built for CX, Driving Value From Day One:
Developed by NICE, Enlighten is the world’s first and only AI built specifically for customer experience. Enlighten leverages the power and capacity of generative AI and machine learning, coupled with the world’s most extensive CX data set and security guardrails, to produce truly remarkable customer experiences. Fully embedded across CXone Mpower, Enlighten AI is operationalized with pre-built models and ready to drive value from Day One.


Images

CXone Mpower Software - 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 Software - CXone Mpower Performance Management aligns employee performance, contact center goals, and customer expectations with continuous improvement.
CXone Mpower Software - 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 Software - Use CXone Mpower Interaction Analytics to get actionable insights from every voice, digital, and self-service customer interaction.
CXone Mpower Software - Anticipate business demands and optimize your workforce with CXone Mpower Workforce Management, the industry’s most intelligent and accurate omnichannel forecasting and scheduling engine.
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CXone Mpower video
CXone Mpower Software - 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 Software - CXone Mpower Performance Management aligns employee performance, contact center goals, and customer expectations with continuous improvement.
CXone Mpower Software - 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 Software - Use CXone Mpower Interaction Analytics to get actionable insights from every voice, digital, and self-service customer interaction.
CXone Mpower Software - Anticipate business demands and optimize your workforce with CXone Mpower Workforce Management, the industry’s most intelligent and accurate omnichannel forecasting and scheduling engine.

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CXone Mpower

4.2 (584)
VS.
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Starting Price

US$71.00
month
£20.00
month

Pricing Options

Free version
Free trial
Free version
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Features

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Integrations

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Ease of Use

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Value for Money

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Customer Service

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Reviews

Overall rating

4.2 /5
(584)
Value for Money
4.0/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support
4.0/5

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Showing 5 reviews of 584
Ryan
Ryan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent VOIP Service

Reviewed on 19/05/2020

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Pros

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Cons

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Alternatives Considered

Five9

Reasons for Choosing CXone Mpower

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Response from NICE

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Travis
Travis
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Swiss Army Knife

Reviewed on 27/10/2020

They are a fair and firm company that says what they will do, and they do what they say.

They are a fair and firm company that says what they will do, and they do what they say.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Alternatives Considered

Twilio

Reasons for Choosing CXone Mpower

I needed HIPAA compliance and a 99.99% SLA.

Switched From

Twilio

Reasons for Switching to CXone Mpower

It had all of the products ready to go for omnichannel.
Adam
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

I can't use this

Reviewed on 31/08/2023

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...

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.

Pros

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons

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). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. 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. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. 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.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

James
Overall rating
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

NICE CXone is Super Flexible

Reviewed on 08/02/2024

Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive...

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]!

Pros

Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.

Cons

It's on the expensive side. However, you get what you pay for, so the value is certainly there.

Kenneth
Overall rating
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

NICE for Me

Reviewed on 24/08/2023

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.

Pros

I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.

Cons

Not much, but I would like to see additional training on areas like Studio.

Showing 5 reviews of 584 Read all reviews

CXone Mpower FAQs

Below are some frequently asked questions for CXone Mpower.

CXone Mpower offers the following pricing plans:

  • Starting from: US$71.00/month
  • Pricing model: Subscription
  • Free Trial: Available

CXone Mpower has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

CXone Mpower supports the following languages:

Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Traditional Chinese

CXone Mpower supports the following devices:

CXone Mpower integrates with the following applications:

AnswerDash, Applango, Atos Suite, Bullhorn ATS & CRM, CallVU, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, LogMeIn Central, LogMeIn Pro, Microsoft Teams, NGNCloudComm, Oracle Service, ProcedureFlow, RemoteDesk, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Workplace, livepro

CXone Mpower offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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