NICE CXone Mpower review

NICE CXone Mpower is built for large contact centers, and its pricing page reflects that with five suites from the $110 Omnichannel Suite to the Ultimate Suite at $249 per agent plus $0.25 per session. Across the suites the platform covers interactive voice response, omnichannel routing, proactive web engagement, outbound engagement, recording and compliance, and a full workforce engagement set with screen recording, quality management, workforce management, performance management, interaction analytics and gamification. Copilot assistants for agents, supervisors and leaders and AI agents for self-service and process automation sit on top. NICE also sells industry packages for banking, insurance, healthcare and retail, plus its own UCaaS. The depth is the main reason to choose it, but it also makes the product heavier to configure, and each suite step adds a meaningful per-agent cost. For centers with hundreds of agents and compliance requirements, it is one of the most complete options available.

Who it is for

Large and regulated contact centers that want routing, workforce engagement and AI automation from one enterprise vendor.

Price

Omnichannel Suite from $110 per agent per month; Essential $135, Core $169, Complete $209, Ultimate $249.

Omnichannel Suite $110 Per agent per month
Quoted from the vendor pricing page on November 5, 2026.

Key features

• Interactive voice response and omnichannel routing
• Outbound engagement and proactive web engagement
• Recording, quality management and workforce management
• Copilot for agents, supervisors and leaders
• AI agents for self-service, sales and process automation

Strengths and weaknesses

• Strength: The broadest feature catalog on this list
• Strength: Published suite prices from $110 to $249 per agent
• Strength: Industry packages for banking, insurance, healthcare and retail
• Weakness: The suite structure takes time to compare against your requirements
• Weakness: Industry packages add a $0.25 per session charge
• Weakness: Better suited to large centers with dedicated admins

Key facts

• Suites: Omnichannel $110, Essential $135, Core $169, Complete $209, Ultimate $249 per agent per month
• Industry packages: $249 per agent per month plus $0.25 per session
• UCaaS: NiCE 1CX

Where it ranks

NICE CXone Mpower is No. 6 in our Best Call Center Software verdict.