Avaya Experience Platform vs. NICE CXone Mpower

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Experience Platform
Score 8.5 out of 10
N/A
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
NICE CXone Mpower
Score 8.4 out of 10
N/A
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
$71
per month per user
Pricing
Avaya Experience PlatformNICE CXone Mpower
Editions & Modules
No answers on this topic
CXone Mpower Digital Agent
$71
per month per user
CXone Mpower Voice Agent
$94
per month per user
CXone Mpower Omnichannel Agent
$110
per month per user
CXone Mpower Essential Suite
$135
per month per user
Cxone Mpower Core Suite
$169
per month per user
CXone Mpower Complete Suite
$209
per month per user
CXone Mpower Ultimate Suite
$249
per month per user
Offerings
Pricing Offerings
Avaya Experience PlatformNICE CXone Mpower
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsDigital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)
More Pricing Information
Community Pulse
Avaya Experience PlatformNICE CXone Mpower
Considered Both Products
Avaya Experience Platform
Chose Avaya Experience Platform
AI is the new game this 2023 and a mobile app works for efficiency especially for this who work from home. The call recording and transcription sre intelligent. The platform was really good and IP telephony system. It has strong customer focus and expertise. Decision making has …
Chose Avaya Experience Platform
I selected Avaya Experience Platform because it seemed to be a good software and easy-to-use; I just thought that. I never expected this software to be so cheap and so good for a company to grow as we have grown with it, It's super recommended in my opinion, I'll keep using …
NICE CXone Mpower

No answer on this topic

Top Pros
Top Cons
Features
Avaya Experience PlatformNICE CXone Mpower
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
8.3
37 Ratings
0% below category average
NICE CXone Mpower
9.1
583 Ratings
9% above category average
Agent dashboard8.035 Ratings9.5561 Ratings
Validate callers8.532 Ratings9.3472 Ratings
Outbound response6.831 Ratings9.5492 Ratings
Call forwarding9.135 Ratings9.1444 Ratings
Click-to-call (CTC)8.828 Ratings8.9404 Ratings
Warm transfer8.735 Ratings9.5533 Ratings
Predictive dialing6.627 Ratings9.1318 Ratings
Interactive voice response9.031 Ratings9.6378 Ratings
REST APIs8.226 Ratings8.2303 Ratings
Call scripts7.629 Ratings8.2323 Ratings
Call tracking8.934 Ratings9.2512 Ratings
Multichannel integration9.232 Ratings9.2365 Ratings
CRM software integration8.531 Ratings9.1366 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
8.1
37 Ratings
1% below category average
NICE CXone Mpower
8.9
558 Ratings
8% above category average
Inbound call routing8.636 Ratings8.8513 Ratings
Omnichannel inbound routing8.632 Ratings8.6375 Ratings
Recording8.335 Ratings9.3497 Ratings
Quality management7.933 Ratings8.7482 Ratings
Call analytics7.933 Ratings8.5488 Ratings
Historical reporting8.334 Ratings9.2481 Ratings
Live reporting7.333 Ratings9.1467 Ratings
Customer surveys7.930 Ratings8.3300 Ratings
Customer interaction analytics7.729 Ratings9.4320 Ratings
Best Alternatives
Avaya Experience PlatformNICE CXone Mpower
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformNICE CXone Mpower
Likelihood to Recommend
8.6
(53 ratings)
9.4
(615 ratings)
Likelihood to Renew
7.3
(11 ratings)
10.0
(28 ratings)
Usability
8.2
(7 ratings)
8.9
(589 ratings)
Availability
7.0
(1 ratings)
8.3
(10 ratings)
Performance
10.0
(1 ratings)
7.9
(10 ratings)
Support Rating
9.1
(4 ratings)
8.7
(7 ratings)
In-Person Training
-
(0 ratings)
7.8
(6 ratings)
Online Training
-
(0 ratings)
8.3
(8 ratings)
Implementation Rating
8.2
(2 ratings)
8.0
(12 ratings)
Configurability
-
(0 ratings)
8.3
(7 ratings)
Ease of integration
-
(0 ratings)
7.2
(7 ratings)
Product Scalability
-
(0 ratings)
7.5
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(9 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(9 ratings)
User Testimonials
Avaya Experience PlatformNICE CXone Mpower
Likelihood to Recommend
Avaya
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
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NICE Systems
NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.
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Pros
Avaya
  • The app and the ability to use the "office" phone while on the road.
  • There's an easy implementation and training process to get everyone on board quickly.
  • Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
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NICE Systems
  • Organizes everyone's interactions within the platform
  • Shows interactions real time with productivity stats
  • Makes Chat/Call quality a breeze with customizable quality forms
  • Easy to share an interaction within the company for others to review
  • Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!
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Cons
Avaya
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
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NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Likelihood to Renew
Avaya
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
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NICE Systems
1. NICE provides responsive, knowledgeable support, ensuring any issues are quickly resolved and minimizing downtime. 2. NICE continuously updates and expands capabilities, ensuring we stay ahead of the curve in customer experience and contact center technology. 3. CXone's cloud-based architecture (Script) and modular design allow us to easily scale and adapt to changing business needs.
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Usability
Avaya
Very Easy to use and Intuitive. Reporting and Graphical user inferface suport the latest browsers and that fact it integrated and complements existing customer experience platform make it easy to bring over into the environment. Finally, the fact it is all in the cloud, no issues running updates, upgrades, or things of that nature that would slow the service.
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NICE Systems
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
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Reliability and Availability
Avaya
No answers on this topic
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Performance
Avaya
No answers on this topic
NICE Systems
I never had any problems with performance at nice. None of my systems or computer are heavy with nice, I can work perfectly with it open and I never worried about it making my desktop heavy. The pages are changed very quickly, a single point that presents an error is when I make a call and the page doesn't move, showing the options that appear when I'm in contact. As a result, I can't disconnect the connection and I often need to close the application and reopen it.
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Support Rating
Avaya
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
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NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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In-Person Training
Avaya
No answers on this topic
NICE Systems
I'd rate the in-person training a 9 out of 10! The trainers were fantastic, conveying complex ideas in an engaging and easy-to-understand way. The hands-on exercises and real-world examples were incredibly helpful. We left feeling empowered and confident in our ability to use NICE CXone Mpower to its full potential.
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Online Training
Avaya
No answers on this topic
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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NICE Systems
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
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Alternatives Considered
Avaya
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
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NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Scalability
Avaya
No answers on this topic
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Return on Investment
Avaya
  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
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NICE Systems
  • NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
  • NICE CXone has provided us insight into data metrics that we did not have before.
  • NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
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ScreenShots

NICE CXone Mpower Screenshots

Screenshot of a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower Dashboard aggregates both real-time and historical cross-domain data.Screenshot of CXone Mpower Copilot, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Mpower Workforce Management, used to anticipate business demands and optimize workforces, is an omnichannel forecasting and scheduling engine.Screenshot of CXone Mpower Studio, a tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Mpower Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Mpower Performance Management, which aligns employee performance, contact center goals, and customer expectations with continuous improvement.