NiCE CXone Mpower
6.5/10NiCE CXone Mpower is a cloud contact center platform for mid-size and large enterprise customer service operations. It combines omnichannel routing, workforce management, AI agents and copilots.
Data last updated November 2026 · Our methodology
Overview
CXone Mpower is NiCE's cloud contact center platform. It brings the older CXone CCaaS suite and the Enlighten AI engine into one product. It covers voice, chat, email and social routing, outbound dialing, workforce and quality management, and interaction analytics. On top of that sit AI layers: Autopilot handles customer self-service, Copilot for Agents writes live summaries, drafts emails and pulls answers from the knowledge base, and Copilot for Supervisors gives coaching insight. NiCE announced in July 2025 that it would buy Cognigy for 955 million dollars and is building Cognigy's agentic AI into CXone. Mpower Orchestrator recommends where AI agents or human agents could improve workflows. The platform suits mid-size and large contact centers, including regulated ones. NiCE reports holding FedRAMP Moderate authorization since 2018, and it publishes PCI DSS and HIPAA support. Pricing is published per agent per month and billed monthly in arrears. Suites run from Omnichannel at 110 dollars to Ultimate at 249 dollars, and Ultimate can also be bought at 0.25 dollars per session. The platform connects to existing CRMs and has a developer toolkit that third-party coverage puts at more than 250 APIs. The main drawback is that most of the advanced AI sits in the top tier, and per-session charges make costs hard to predict. Reviewers also say integrations are hard to set up, documentation has gaps, and support is slow on complex problems.
Our Rating
Who NiCE CXone Mpower is best for
Good fit
It is built as a full contact center platform with routing, workforce management, quality management and agent copilots.
Its broad suite, FedRAMP authorization and large API toolkit target big contact center operations.
It has banking and insurance packages, PCI DSS compliance and a voice biometrics add-on.
It has FedRAMP Moderate authorization and government packages priced per consumer.
It offers a healthcare package, HIPAA support with a BAA, and an optional EHR integration add-on.
Less suited
Per-agent prices of 110 dollars and up, plus a complex setup, make it a poor fit for small teams.
Pros & Cons
Pros
- NiCE publishes per-agent prices for every suite, which is uncommon among enterprise contact center vendors.
- A single vendor covers routing, workforce management, quality management, analytics and AI agents.
- NiCE reports FedRAMP Moderate authorization since 2018, along with PCI DSS and HIPAA support, which suits regulated buyers.
- Copilot for Agents writes live summaries and email drafts and pulls answers from the knowledge base during interactions.
- NiCE is building Cognigy's agentic AI into CXone, following its 955-million-dollar acquisition of the company, announced in July 2025.
Cons
- Most of the advanced AI is only in the 249-dollar Ultimate tier.
- Per-session charges are easy to underestimate when budgeting.
- Reviewers on Capterra and PeerSpot say integrations with internal and third-party systems are hard to set up.
- Users report gaps in documentation, a dated interface and slow support on complex issues.
- Some users report delays in syncing real-time dashboards.
Key Features
NiCE CXone Mpower Pricing
Industry packages (Banking, Insurance, Healthcare, Retail)
- Industry-specific packaging
- Also offered at 0.25 dollars per session
- Some features, such as voice biometrics and EHR integration, are add-ons
Ultimate Suite
- Copilots and AI agents
- Combines CXone and Enlighten AI
- Also offered at 0.25 dollars per session
Frequently Asked Questions
NiCE lists suites at 110, 135, 169, 209 and 249 dollars per agent per month. The Ultimate Suite can also be bought at 0.25 dollars per session.
NiCE says it bills monthly in arrears with no prepayment, and its usage-based tiers lower unit costs as volume grows.
NiCE says CXone has held FedRAMP Moderate authorization since 2018. It also supports PCI DSS and offers a HIPAA business associate agreement.
Yes. It connects to existing CRMs and contact center tools, and third-party coverage cites a developer toolkit of more than 250 APIs.
The AI layer includes Autopilot for self-service, copilots for agents and supervisors, Enlighten analytics, Cognigy-powered AI agents and the Mpower Orchestrator. Most of these sit in the top tier.
NiCE introduced CXone Mpower in late 2024 and added the Orchestrator at Enterprise Connect in 2025.
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