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NiCE CXone Mpower

Score8.9 out of 10

948 Reviews and Ratings

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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

Categories & Use Cases

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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 for Agent, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.
Screenshot of the CXone Mpower Agent
Screenshot of CXone Mpower Orchestrator, 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.

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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.

Product Demos

Technical Details

Technical Details
Deployment TypesOn-Premise, SaaS
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

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FAQs

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.
How much does NiCE CXone Mpower cost?
NiCE CXone Mpower starts at $71.
What are NiCE CXone Mpower's top competitors?
Five9, Genesys Cloud CX, and Talkdesk are common alternatives for NiCE CXone Mpower.
What is NiCE CXone Mpower's best feature?
Reviewers rate Warm transfer highest, with a score of 9.8.