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    NICE CXone Mpower

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    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.

    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.

    Details

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    Delivery method

    Deployed on AWS

    Unlock automation with AI agent solutions

    Fast-track AI initiatives with agents, tools, and solutions from AWS Partners.
    AI Agents

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    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
    Financing for AWS Marketplace purchases

    Pricing

    NICE CXone Mpower

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    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.

    12-month contract (1)

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    Dimension
    Description
    Cost/12 months
    NICE CXone
    Cloud Native CXi Platform
    $150,000.00

    Additional usage costs (1)

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    The following dimensions are not included in the contract terms, which will be charged based on your usage.

    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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    Usage information

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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.

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    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.

    Product comparison

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    Updated weekly
    By Genesys
    By Talkdesk

    Accolades

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    Top
    25
    In Healthcare & Life Sciences, Contact Center, Financial Services
    Top
    10
    In Contact Center, CRM
    Top
    10
    In Contact Center

    Customer reviews

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    Sentiment is AI generated from actual customer reviews on AWS and G2
    Reviews
    Functionality
    Ease of use
    Customer service
    Cost effectiveness
    6 reviews
    Insufficient data
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    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

    Security credentials

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    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    No security profile
    -
    -
    No security profile

    Contract

     Info
    Standard contract
    No
    No

    Customer reviews

    Ratings and reviews

     Info
    4
    1 ratings
    5 star
    4 star
    3 star
    2 star
    1 star
    0%
    100%
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    1 AWS reviews
    |
    1705 external reviews
    Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
    Senapus G.

    Its simplicity, integrations and flexibility make it an effective solution

    Reviewed on May 23, 2025
    Review provided by G2
    What do you like best about the product?
    I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs.
    What do you dislike about the product?
    Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur.
    What problems is the product solving and how is that benefiting you?
    Its history feature allows me to better track my equipment and be more efficient in my daily work. It allows us to serve our clients professionally. I'm very satisfied with the way the platform delivers its services.
    Roland K.

    Helpful product with incredible new features

    Reviewed on May 22, 2025
    Review provided by G2
    What do you like best about the product?
    NICE CXone Mpower is always clear and reliable, which is crucial for maintaining professional communication with our customers. It also offers a seamless, cloud-based calling experience with an intuitive interface and useful features such as all routing and analytics.
    What do you dislike about the product?
    Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service department directly.
    What problems is the product solving and how is that benefiting you?
    Its intuitive interface, automation features, real-time analytics, ease of implementation, responsive customer service, and many other frequently used features make it the best choice for our business communications.
    Cindy B.

    Flexibility of remote work and automation

    Reviewed on May 16, 2025
    Review provided by G2
    What do you like best about the product?
    I like that its intuitive interface makes it easy for new employees to understand, offering different features tailored to their needs. The app makes call management simple and has very useful features. It has all the necessary features to provide excellent customer service.
    What do you dislike about the product?
    At first, it's a bit complex compared to other solutions and ca be a bit overwhelming. There are sometimes delays in the information, I think the native reports could be improved.
    What problems is the product solving and how is that benefiting you?
    It helps our contact center optimize its workload, customer service is very responsive and helpful. It adapts to our company's needs and stands out as a truly comprehensive solution.
    Argha Ghosh

    Improved efficiency with browser-based call handling and efficient scripting tools

    Reviewed on Apr 18, 2025
    Review from a verified AWS customer

    What is our primary use case?

    I use NICE CXone  for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to NICE CXone , I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.

    What is most valuable?

    The features of NICE CXone that I find most valuable include the CXone Studio, which is an impactful scripting tool that makes it easy to build call flows. Additionally, the switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency. The high availability of WebRTC applications, whether with NICE or Genesys , is an essential improvement.

    What needs improvement?

    The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.

    For how long have I used the solution?

    I have been working with NICE CXone for approximately six years.

    What was my experience with deployment of the solution?

    The initial installation of NICE CXone was easy, but the challenging part was the implementation, especially building call flows that require a lot of coding. People without a coding background may find this difficult. However, by working single-handedly, with some information from the business side, I managed to handle deployment tasks like creating user profiles.

    What do I think about the stability of the solution?

    I rate NICE CXone's stability as a seven. While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems. These challenges suggest that stability could be enhanced.

    What do I think about the scalability of the solution?

    I rate the scalability of NICE CXone as a nine. I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.

    How are customer service and support?

    The technical support for NICE CXone is outstanding. I rate them a nine. For example, when I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.

    How would you rate customer service and support?

    Positive

    Which solution did I use previously and why did I switch?

    I previously used Avaya, which is a telephone-based program not designed specifically for contact centers. With NICE CXone, I transitioned from an on-premises PBX technology to a cloud technology, addressing both contact center needs and potential cost savings.

    How was the initial setup?

    The initial setup of NICE CXone was straightforward. While the installation itself was easy, the actual implementation, particularly when building call flows that demand coding, proved more complex.

    What about the implementation team?

    I managed the deployment of NICE CXone single-handedly. Although I required some information from the business—such as user names and required skills—I carried out the implementation myself.

    What was our ROI?

    NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS , reducing the need for me to manage it. This ease applies to all cloud technologies, including Genesys .

    Which other solutions did I evaluate?

    Before choosing NICE CXone, I evaluated solutions like Five9  and Genesys, but ultimately, the business opted for NICE CXone.

    What other advice do I have?

    Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancement of communication from NICE CXone about new features. Despite some room for improvement, it's a robust tool.

    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?

    Elliott P.

    great product and support

    Reviewed on Apr 01, 2025
    Review provided by G2
    What do you like best about the product?
    the phone system is easy to use and navigate
    What do you dislike about the product?
    I am old school and would like to be able to pick up the phone and receive support when I need it
    What problems is the product solving and how is that benefiting you?
    the only problems we have are connectivity issues or finding solutions to other issues that may occur.
    View all reviews