CXone Mpower 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

CXone Mpower

4.2

(581)

Pricing

Starting at $71.00 per month

About CXone Mpower

CXone Mpower is a tool that enables organizations to 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, robust SDKs, a development center, DEVone partner program and the CXexchange marketplace.

CXone Mpower Screenshots

CXone Mpower Pricing and Plans

Starting price: $71.00 per month

Free Trial

Free Version

CXone Mpower Digital Agent

$71.00

per user, per month

Plan includes:

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

$94.00

per user, per month

Plan includes:

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

$110.00

per user, per month

Plan includes:

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

$135.00

per user, per month

Plan includes:

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

$169.00

per user, per month

Plan includes:

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

$209.00

per user, per month

Plan includes:

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

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CXone Mpower Features

Popular features found in Call Center
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Contact Management
CRM
Dashboard
IVR
Queue Management
Reporting/Analytics
More features of CXone Mpower
Access Controls/Permissions
Activity Dashboard
Activity Tracking
AI Copilot
AI/Machine Learning
Alerts/Escalation
Alerts/Notifications
API
Archiving & Retention
Auto-Dialer
Automated Routing
Automated Scheduling
Automatic Call Distribution
Automatic Outbound Dialer
Autoresponders
Blended Call Center
Budgeting/Forecasting
Callback Scheduling
Call Center Management
Call Disposition
Call Scheduling
Call Tagging
Call Tracking
Call Tracking Metrics
Call Transfer
Campaign Management
Campaign Specific Caller ID
Categorization/Grouping
Chatbot
Chat/Messaging
Communication Management
Computer Telephony Integration
Contact Database
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
Intraday Management
Knowledge Base Management
Knowledge Management
Labor Forecasting
Leaderboards
List Management
Live Chat
Macros/Templated Responses
Manual Dialer
Monitoring
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
Real-Time Analytics
Real-Time Chat
Real-Time Reporting
Real-Time Updates
Recording
Recruitment Management
Reporting & Statistics
Request Assignment
Scheduled Recording
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Skills Tracking
SMS Messaging
Social Media Integration
Speech-to-Text Analysis
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Template Management
Text to Speech
Third-Party Integrations
Ticket Management
Time & Attendance
Time Off Management
Timesheet Management
Variable Workforce
Voice Customization
Voice Mail
VoIP
VoIP Connection
Workflow Management
Workforce Management

CXone Mpower Integrations

SAP Customer Experience

LogMeIn Pro

LogMeIn Central

Fuze

Zoom Workplace

Microsoft Teams

See all 29 integrations

CXone Mpower User Reviews

Overall Rating

4.2

Ratings Breakdown

47%

36%

12%

Secondary Ratings

Ease of Use

4.2

Value for money

4.1

Customer support

4.0

Functionality

4.1

DeSean T.

Verified reviewer

Design

51-200 employees

Used daily for less than 2 years

Review source

Reviewed June 2025

Still a fan

I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use, makes daily task easier. The ability to navigate systems, decreases work time. Ability to finish task in a timely manner

Cons:

Some times it seems complex. Would prefer multiple screen acces. Give the ability to work on several projects at once

Sergio M.

Verified reviewer

Telecommunications

201-500 employees

Used daily for more than 2 years

Reviewed October 2024

NICE CXone Product Review

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items.

Cons:

The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.

Reasons for switching to CXone Mpower

I wasn't around at that time with the company; however, they were seeking more options in the product suite.

Warren J.

Verified reviewer

Non-Profit Organization Management

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed June 2020

Have been using NICE inContact since 2009

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.

Ratings Breakdown

Ease of use

Value for money

Previously 4

Customer support

Functionality

Pros:

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons:

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Reasons for choosing CXone Mpower

It was hands down a better solution than Siebel. Back then UCN then inContact and now NICE inContact was willing to help out in any way they could. When we first started we needed more languages than what they initially offered and they went out of their way to add those languages to their platform.

Reasons for switching to CXone Mpower

Siebel was problematic and not user friendly. As an end user I hated it.

Sarah P.

Verified reviewer

Financial Services

1001-5000 employees

Used daily for more than 2 years

Reviewed October 2024

Great Business Partner

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Leading edge of contact center technology

Cons:

Lack of support and training and downtime due to issues.

Reasons for choosing CXone Mpower

I'm not sure, I wasn't a part of that discussion.

Reasons for switching to CXone Mpower

Technology was no longer supported by Cisco

vignesh k.

Verified reviewer

Outsourcing/ Offshoring

5001-10000 employees

Used daily for less than 2 years

Review source

Reviewed April 2025

Efficient, Scalable, and Easy to Manage

As an admin, my overall experience with CXone has been very positive. The platform offers a robust set of tools for managing users, skills, routing, and reporting. The Admin interface is user-friendly once you get past the initial learning curve. I especially appreciate the flexibility in configuring call flows and IVRs using Studio. CXone also provides solid documentation and responsive support when needed. It’s a reliable platform for managing large-scale contact center operations

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Unified agent interface. It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently. It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction.

Cons:

Honestly zero Dislike for this product, I love this product, Adding More AI Capabilities in reporting using AI will be more helpful

Vendor Response

Thank you for your review. We are happy to hear that you love CXone Mpower and find it a reliable platform for managing large-scale contact center operations!

Replied May 2025

Cara P.

Verified reviewer

Civic & Social Organization

51-200 employees

Used daily for less than 2 years

Reviewed March 2025

Great customer service!

It's been great. The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive. The customer service has been great.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.

Cons:

Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great.

Vendor Response

We appreciate the 10/10 review! We also appreciate the feedback on the training needed for reporting, and we will share this with our customer support team. Thank you for taking the time to recommend NICE CXone Mpower!

Replied May 2025

Ahmed A.

Verified reviewer

Computer Software

10000+ employees

Used daily for more than 2 years

Review source

Reviewed March 2025

3 years daily review

Reliable for daily use Reliable reporting system Feature to create/generate your own reports

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Reliable for IT Service Desk Supervisor monitoring and actioning features Setting proficiency for analysts

Cons:

Forbidden error must clear cache to be able to reach the site Rare glitches that you have to refresh the page

Vipul J.

Verified reviewer

Financial Services

10000+ employees

Used daily for more than 2 years

Reviewed October 2024

One Stop Solution

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

User friendly with advance features including planning, managing real times queues, quality management etc.

Cons:

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

Verified

Reviewer

Consumer Goods

201-500 employees

Used daily for less than 12 months

Review source

Reviewed August 2025

Efficient and functional software

My overall experience has been awesome and will continue to let my higher ups know about how useful this product had been for us.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ease and functionality of it. I never have issues with the phone system and replaying my calls

Cons:

I cannot think of anything so far that be a downside. Maybe how I am unable to pre record a voicemail.

Nila K.

Verified reviewer

Health, Wellness and Fitness

201-500 employees

Used daily for less than 6 months

Review source

Reviewed June 2025

NICE is nice!

My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great

Cons:

Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls

Showing 1 - 10 of 581 Reviews

See All Reviews

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CXone Mpower 2026: Benefits, Features & Pricing

Overview

About CXone Mpower

CXone Mpower Screenshots

CXone Mpower Pricing and Plans

CXone Mpower Features

CXone Mpower Integrations

CXone Mpower User Reviews

CXone Mpower Popular Comparisons

Other Top Recommended Call Center Software

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