Audience

NiCE CXone Mpower is ideal for large enterprises, contact centers, and CX leaders seeking an AI-first platform to automate, scale, and optimize customer experience across voice and digital channels

About NiCE CXone Mpower

NiCE CXone Mpower is an AI-first customer experience platform designed to improve CX at scale. It unifies experience automation, AI agents, knowledge management, and analytics into a single, secure platform. The platform uses purpose-built CX AI models to resolve customer needs instantly and proactively. NiCE enables businesses to automate customer intent from initial interaction through fulfillment. With real-time dashboards and reporting, organizations gain visibility into AI-driven CX performance and outcomes. The platform integrates seamlessly with existing enterprise technologies through hundreds of prebuilt integrations. Trusted by global brands, NiCE powers billions of customer interactions each year with measurable business impact.

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Integrations

API:
Yes, NiCE CXone Mpower offers API access
See Integrations

Ratings/Reviews - 2 User Reviews

Overall 4.5 / 5
ease 5.0 / 5
features 5.0 / 5
design 4.5 / 5
support 4.5 / 5
More Reviews Write a Review

Company Information

NiCE
Founded: 1986
United States
www.nice.com

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Product Details

Platforms Supported
Cloud
Training
Documentation
Live Online
Webinars
In Person
Support
Phone Support
24/7 Live Support
Online

NiCE CXone Mpower Frequently Asked Questions

Q: What kinds of users and organization types does NiCE CXone Mpower work with?
Q: What languages does NiCE CXone Mpower support in their product?
Q: What kind of support options does NiCE CXone Mpower offer?
Q: What other applications or services does NiCE CXone Mpower integrate with?
Q: Does NiCE CXone Mpower have an API?
Q: What type of training does NiCE CXone Mpower provide?

NiCE CXone Mpower Product Features

Auto Dialer

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Database

Call Recording

Archiving
Call Sharing
Distributed Call Recording
Event Triggered Recording
File Transfer
Instant Retrieval
On-Demand Recording
Recording Bookmarking
Scheduled Recording
Screen Activity Recording
Video Call Recording

Customer Service

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Help Desk

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Email Integration
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Document Storage
IT Asset Management

IVR

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Knowledge Management

Self Service Portal
Collaboration
Discussion Boards
Cataloging / Categorization
Full Text Search
Content Management
Knowledge Base Management
Decision Tree
Artificial Intelligence (AI)

Predictive Dialer

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management

Telephony

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Workforce Management
Performance Management
Quality Management
Interaction Analytics
Real-time Guidance
Liability Recording
Surveying
Speech Analytics
eLearning
Reporting

NiCE CXone Mpower Additional Categories

NiCE CXone Mpower Verified User Reviews

Write a Review
  • Max S.
    Contact Center enigeer
    Used the software for: 1-2 Years
    Frequency of Use: Monthly
    User Role: User, Administrator
    Company Size: 26 - 99
    Design
    Ease
    Features
    Pricing
    Support
    Probability You Would Recommend?
    1 2 3 4 5 6 7 8 9 10

    "CX one and Salesforce go hand and hand!"

    Posted 2021-02-19

    Pros: Reporting has been very easy to use and always accurate. The reports also offer really nice graphical interfaces to make it easy for the user. The dashboards are really easy to configure.

    Cons: The auto reports it generates are really not so easy to digest. I think the auto-generated reports can use some work to look like their other data charts. Spreadsheets are boring and some color and graphs will add some excitement.

    Overall: Overall, Nice is a great product but can be expensive for most companies. I would recommend this platform to the enterprise level.

    Read More...
  • A NICE inContact CXone User
    SMM Manager
    Used the software for: Free Trial
    Frequency of Use: Weekly
    User Role: User
    Company Size: 100 - 499
    Design
    Ease
    Features
    Pricing
    Support
    Probability You Would Recommend?
    1 2 3 4 5 6 7 8 9 10

    "Call centre tool"

    Posted 2020-08-25

    Pros: NICE inContact helps in optimising workforce, routing, automation and analytics. Very fast responder and act smarter. Scalable and Secure tool. Our team performance has been improved. Easily integrate with CRM. Distribute calls automatically.

    Cons: Very easy to use and navigate. No cons till now found.

    Overall: Very much reliable, secure, flexible and affordable software. Easy to setup. AI based software. Customer support teams are very responsive. Good software for small company. Increases productivity. Very easy to understand and use. User friendly interface.

    Read More...
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