Cloud contact centre
NiCE CXone Mpower
NiCE's cloud contact-centre platform: omnichannel routing, IVR, digital messaging, workforce management and AI, from a company founded in Israel in 1986.
A Leader in Gartner's 2025 Magic Quadrant for CCaaS, with a long list of native digital channels.
CXone Mpower routes voice and a long list of digital channels, including WhatsApp, Apple Messages for Business, Instagram and LINE, through one digital media type, and lets you add other messaging platforms through Bring Your Own Channel. It publishes REST APIs for real-time data, reporting and digital engagement, and runs agent applications inside Salesforce and Microsoft Teams. Worth a look for large service operations that want routing, IVR and workforce management from one vendor.
Where it shines
- Wide native channel coverage, plus a bring-your-own-channel option
- Routing, IVR and workforce management in one platform
Check before signing
- Some channels must be set up by NiCE's team rather than your admin; ask about lead times
- Channel support differs between agent apps (standalone, Salesforce, Teams); check the one you will use
What it offers
- Solves
- Voice contact centreCustomer support & serviceAnswering with a bot or AI agent
- Channels
- VoiceEmailWeb chat & booking pageSMSWhatsAppMessengerInstagramApple Messages for BusinessLINE
- Industries
- Any industry
- Markets
- Global
- Languages
- English
- Security and privacy attestations
- ISO/IEC 27001SOC 2 reportPCI DSSHIPAA (BAA offered)GDPR (DPA offered)CSA STAREach one cites its source below.
Technical details
- Type of solution
- Cloud contact centreVoice & telephonyConversational AI & chatbots
- Deployment
- Ready-to-use cloud serviceProgrammable API
- Connects to
- SalesforceMicrosoft Teams
- Company size
- Mid-sized companyEnterprise
Something is listed only when it can be checked. A connection we could not confirm is left off, and Find providers then credits the API at half weight.
Our six checks
- Operational transparencyNot assessed
Not yet worked through.
- Documented interfacesMet
Public REST API documentation on the CXone developer portal.
- Delivery accountabilityNot assessed
Not yet worked through.
- Consent and complianceNot assessed
Not yet worked through.
- Data handlingNot assessed
Not yet worked through.
- Commercial clarityNot assessed
Not yet worked through.
Not assessed is not a failure — it means we have not checked yet. Methodology
Evidence
Independent recognition
Sources
- Digital channels — NiCE CXone Help Center
- NICE CXone REST APIs — NiCE
- Agent Workspace — NiCE CXone Help Center
- NiCE named a Leader in the 2025 Gartner Magic Quadrant for CCaaS — NiCE
- NiCE — Wikipedia
- NiCE Trust Center - Compliance and Certifications — NiCE, 2026-10To re-check
- Security & Reliability Datasheet — NiCE, 2024-03To re-check
Every attribute
The same attributes, measured by the same rules, for every listing. "Not recorded" means we have not checked yet — never a "no". Spot something missing or wrong? Suggest an edit.
What it does
Where, and for whom
Setup and connections
The company
- Same owner as cpaas.co
- No
Our checks
The community
- "Looks right" confirmations
- 0
- Community reviews
- 0
- Community rating
- Not applicable
Experiences and ratings
Share your experienceNo experiences with NiCE CXone Mpower yet. Used it? Yours could be the first.
Reviews are read by a moderator before they appear, are shown beside the facts, and never feed a score or a ranking. You may not review a product you work for, sell, compete with or are paid to promote.
Profile shape
- Channels
- 100
- Reach
- 100
- Connectors
- 50
- Deployment
- 67
- Price clarity
- 0
- Criteria shown
- 17
Breadth measures from recorded facts — not a quality score.
Alternatives