Sold by: NICE
Deployed on AWS
NICE CXone Mpower is the customer service AI platform helping organizations of all sizes automate customer service from start to finish.
Move beyond traditional inbound service and into proactive AI-driven experiences to boost revenue, increase efficiency, and cut costs at scale. CXone Mpower seamlessly orchestrates customer service workflows, agents, and knowledge across every touchpoint.
What sets CXone Mpower apart? It's trained on the industry's largest , most trusted CX dataset, offers an open framework with endless integration possibilities, and offers a complete suite of advanced AI applications connected on a single platform designed to unlock smoother operations, eliminate inefficiency, and deliver results.
4.3
Overview
NICE CXone Mpower, the world's no.1 cloud customer experience platform, transforms your call center software empowering exceptional agent and customer experiences: every channel, every time. CXone Mpower is the first and only platform unifying best in class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence all built on an Open Cloud Foundation. CXone Mpower helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone MPower delivers one unified experience, on one cloud native platform, with fast onboarding of new employees and capabilities, and embedded AI to keep your team one step ahead.
Now you can take the next leap in customer experience with CXi Customer Experience interactions a unique approach only available with NICE CXone. With one cloud platform, you can intelligently meet your customers wherever their journey begins, enable resolution through data driven self service, and prepare your agents to successfully resolve any needs event. Why? Because CXone is the first and only cloud customer experience platform with everything you need to deliver extraordinary experiences across the entire customer journey.
CXone Mpower combines every digital entry point for customers to reach you, best in class journey orchestration, and smart self service. You will also get real time guidance to create well prepared agents, and a closed loop system to drive complete performance. Finally, only CXone Mpower includes purpose built AI with everything built on an enterprise grade open cloud platform.
Digital Entry Points giving your customers a smart start to every journey with knowledge management and rich experiences in search, websites, mobile apps.
Journey Orchestration which seamlessly guide customers through their personalized journey with AI powered routing across self service and agent assisted experiences.
Smart Self Service that deliver self service that works every time with AI conversational bots and proactive outreach.
Empowered Agents allowing you to prepare agents with real time information and guidance for fast, personalized interactions.
Complete Performance which empowers your agents for continuous self improvement and unlock your full CX potential with full visibility across operations.
Enlighten AI which helps build the right self service & agent assisted journeys and foster with CX focused, purpose built AI engine.
Open Cloud Foundation which champions innovation through an extensible, enterprise grade platform that scales securely, deploys quickly, and services customers globally.
Highlights
- Our easy to use application suite provides a smarter, more meaningful experience for contact center employees and customers by providing a seamless transition between self-service and agent assisted interactions including cross-channel elevation.
- Accelerate innovation, empower agents, and simplify administration with a single, modern cloud native architecture. Grow and operate with confidence while enjoying greater scalability, reliability, and security. All on a single platform.
- Get AI powered actionable insights to predict needs, delight customers, and engage employees like never before.
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
NICE CXone | Cloud Native CXi Platform | $150,000.00 |
Dimension | Cost/unit |
|---|---|
Overage over Contractual Amount | $0.01 |
Vendor refund policy
As set forth in the terms or as required by law.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
We offer convenient global 24/7/365 technical support with enhanced cross-functional collaboration. https://www.nice.com/services/customer-support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
25
In Healthcare & Life Sciences, Contact Center, Financial Services
Top
10
In Contact Center, CRM
Top
10
In Contact Center
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
AI-Powered Customer Service
Advanced AI engine trained on large customer experience dataset for intelligent service automation
Omnichannel Routing
Seamless cross-channel routing and journey orchestration with AI-powered guidance across self-service and agent interactions
Cloud Native Platform
Enterprise-grade open cloud foundation supporting global scalability, rapid deployment, and secure service delivery
Intelligent Self-Service
AI conversational bots and proactive outreach capabilities for automated customer interaction resolution
Performance Analytics
Real-time guidance and comprehensive operational visibility for continuous customer experience improvement
Microservices Architecture
Cloud-native platform built with microservices-based architecture enabling modular and scalable design
Omnichannel Communication
Supports unified customer interactions across multiple channels including voice, chat, email, and social platforms
AI-Powered Analytics
Integrated artificial intelligence capabilities for customer journey analytics and sentiment analysis
API-First Development
Open API development approach allowing flexible integration and customization of communication systems
Experience Orchestration
Advanced platform for connecting contextual interactions and delivering proactive, predictive customer engagement across marketing, sales, and service touchpoints
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI-Powered Agent Assistance
Includes virtual agents, agent assist capabilities, AI trainer, and generative AI solutions for enhanced customer service interactions
Omnichannel Engagement
Supports multiple communication channels with streamlined workflows and comprehensive customer context for agents
Integration Capabilities
Provides over 70 out-of-the-box integrations with a shared data model, reporting, dashboards, and workflow automation
Vertical-Specific Solutions
Offers purpose-built industry solutions with specialized workflows and core system integrations for Financial Services, Healthcare, and Retail sectors
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
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No security profile
Standard contract
No
No
No
Customer reviews
Morvin Arun Pinto
Omnichannel features have unified journeys and AI now speeds up responses for our agents
Reviewed on Jan 09, 2026
Review from a verified AWS customer
What is our primary use case?
We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this platform with our services and sells it to our customers.
We utilize all the features of NICE CXone because, based on customer requirements, it meets all aspects of features and functionality that are required. We work with multiple customers and position contact center solutions based on their needs, including inbound, outbound, all other digital channels, analytics, and AI features. We position solutions based on requirements, which can be NICE CXone or Genesis based on regional availability and customer budget appetite.
Regarding the analytics aspect of NICE CXone, we have not deployed it for any customers. We have reviewed the product capability through a product demo, but it has yet to be deployed for any customers.
We have worked with the omnichannel capabilities in NICE CXone.
Regarding workforce optimization with NICE CXone features, we have worked standalone with only the QM that has been initiated. Workforce has yet to be deployed as part of the bundle, and only QM has been utilized so far.
I work with the AI-driven tools in NICE CXone, specifically AI CoPilot and Enlight, which we are currently deploying in our system.
What is most valuable?
I assess the ease of using NICE CXone interface for new agents as excellent.
I assess the impact of the omnichannel capabilities on customer journey consistency as excellent. It is a single pane of glass solution where all channels and omnichannel features are available. It is very supportive and increases customer productivity overall.
The AI-driven tools in NICE CXone have improved customer interaction by providing auto responses from connecting to the system of records. Multiple features are available, such as Agent CoPilot, which assists agents with knowledge base access. These individual features complement the overall solution and reduce the average speed of transfer for agents and callers, enabling faster response times to customer queries. The AI widget helps achieve faster answer resolution to customer queries instead of requiring only manual intervention with agents toggling between multiple screens.
What needs improvement?
NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE.
Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.
For how long have I used the solution?
I have been working with NICE CXone for almost a year.
How are customer service and support?
On a scale of one to ten, where ten is the best, I would rate NICE CXone technical support team a ten.
How would you rate customer service and support?
Positive
How was the initial setup?
When it comes to the initial setup of NICE CXone, I find it entirely people-dependent. The process is not very straightforward because my team and I already know how CCaaS works. However, my interaction with the NICE team involves very basic information. Instead of providing comprehensive information all at once, they appear to be dragging things out. They should respect our time and enable us completely instead of providing small piecemeal information. They have complete information available and should have shared it with us rather than sharing only fragments. Providing the entire picture would speed up the whole process of onboarding.
What other advice do I have?
My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulatory requirements. As a result, I can only recommend it for international customers at this time. For India, it is not yet ready, and comparing it to other OEMs, it has yet to scale up. Once India has a node ready, we can promote this in India as well. As of now, we are proceeding very slowly and steadily with this product.
One important point is that working with NICE CXone is not just about the product platform; the people matter significantly. The product platform is fine, but the regional team's responsiveness and the speed at which they respond affects the overall experience. The perception of the product is ultimately shaped by how efficiently people support the onboarding process. This perception could have been avoided if people responded faster to support onboarding. I would rate this review a ten overall.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Dahlia R.
Comprehensive Performance Tracking with Great Features
Reviewed on Dec 16, 2025
Review provided by G2
What do you like best about the product?
I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the day to reach out to our customers.
What do you dislike about the product?
It can be it bit difficult to use when the system is experiencing glitching.
What problems is the product solving and how is that benefiting you?
It is allowing us to contact our customers and connected with another platform it auto populates our customers information.
Insurance
Efficient Call Reporting and Sorting with NICE CXone Mpower
Reviewed on Dec 09, 2025
Review provided by G2
What do you like best about the product?
NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner. There are several options for sorting and pulling applicable calls for situational awareness.
What do you dislike about the product?
NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time.
What problems is the product solving and how is that benefiting you?
Quality Assurance is the main task this application solves and benefits me. I am able to retrieve calls and save audio data to send during 1:1 and coaching sessions.
Alexander B.
Support and Community Need Improvement
Reviewed on Oct 29, 2025
Review provided by G2
What do you like best about the product?
Good technical documentation with clearly defined API
What do you dislike about the product?
Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces
What problems is the product solving and how is that benefiting you?
Simplify call agents interactions with customer
Carmen A.
Great tool to Manage call flow and Team
Reviewed on Oct 24, 2025
Review provided by G2
What do you like best about the product?
Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL.
What do you dislike about the product?
I would like to see additional options for dashboard customization. I like the feature of being able to highlight certain metrics to stand out, but I would like to see more features to manage SVL and agents overall.
What problems is the product solving and how is that benefiting you?
Nice InContacts helps manage the team, Calls, their hours, and reporting all in one, as well as all the metrics of the calls.
Recommendations to others considering the product:
Its an easy all in one system that can effectively manage your team and call center.