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CXone Mpower vs PhoneBurner
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.2 / 5
4.8 / 5
Value for Money
4 / 5
4.6 / 5
Customer Support
4 / 5
4.8 / 5
Functionality
4.1 / 5
4.6 / 5
Last Review Written
March 18, 2025
October 14, 2024
Pros/Cons
Pros
- Overall, the experience has been great. Especially on the analytics part, it helps me with identifying key areas I should be concentrating on so my team can be effective in their role.
- The Product itself is quiet robust. Ease of use and ease of access is wonderful and adds a lot of flexibility to the workforce.
- Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.
Cons
- Sometimes it would show "Call refused" when no alert came through, which was frustrating for someone in a call center.
- There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not.
- NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. There are times that customer could not hear agent on the other line yet or vv.
Pros
- Very pleased with the service and have had amazing customer service and assistance with every part of the implementation.
- Phone Burner Inc. is Fabulous. It is well thought out, user friendly, easy to manage all of my users, generates valuable reports each day, awesome customer service, and more.
- But easily the biggest clincher for their superior performance is the PhoneBurner organization itself. Jeff Osness was an extremely responsive and accountable stakeholder in our success.
Cons
- You pay for problems NOT happening. You pay for not having to fix issues.
- The only issue I have is I always get a no contacts selected error. All I have to do is log back in to sales-force and continue from there.
- I accidentally deleted a long list of contacts. Unfortunately, there was no warning pop up.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2024
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
