Medallia Agent Connect vs. NICE CXone Mpower

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Medallia Agent Connect
Score 5.2 out of 10
N/A
Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.N/A
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
Medallia Agent ConnectNICE 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
Medallia Agent ConnectNICE CXone Mpower
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Medallia Agent ConnectNICE CXone Mpower
Top Pros
Top Cons
Features
Medallia Agent ConnectNICE CXone Mpower
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Medallia Agent Connect
-
Ratings
NICE CXone Mpower
9.1
583 Ratings
9% above category average
Agent dashboard00 Ratings9.5561 Ratings
Validate callers00 Ratings9.3472 Ratings
Outbound response00 Ratings9.5492 Ratings
Call forwarding00 Ratings9.1444 Ratings
Click-to-call (CTC)00 Ratings8.9404 Ratings
Warm transfer00 Ratings9.5533 Ratings
Predictive dialing00 Ratings9.1318 Ratings
Interactive voice response00 Ratings9.6378 Ratings
REST APIs00 Ratings8.2303 Ratings
Call scripts00 Ratings8.2323 Ratings
Call tracking00 Ratings9.2512 Ratings
Multichannel integration00 Ratings9.2365 Ratings
CRM software integration00 Ratings9.1366 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Medallia Agent Connect
-
Ratings
NICE CXone Mpower
8.9
558 Ratings
8% above category average
Inbound call routing00 Ratings8.8513 Ratings
Omnichannel inbound routing00 Ratings8.6375 Ratings
Recording00 Ratings9.3497 Ratings
Quality management00 Ratings8.7482 Ratings
Call analytics00 Ratings8.5488 Ratings
Historical reporting00 Ratings9.2481 Ratings
Live reporting00 Ratings9.1467 Ratings
Customer surveys00 Ratings8.2300 Ratings
Customer interaction analytics00 Ratings9.4320 Ratings
Best Alternatives
Medallia Agent ConnectNICE CXone Mpower
Small Businesses
Sogolytics
Sogolytics
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Verint Voice of the Customer
Verint Voice of the Customer
Score 9.5 out of 10
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Bright Pattern Contact Center
Score 9.6 out of 10
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User Ratings
Medallia Agent ConnectNICE CXone Mpower
Likelihood to Recommend
9.0
(2 ratings)
9.3
(615 ratings)
Likelihood to Renew
-
(0 ratings)
9.9
(28 ratings)
Usability
-
(0 ratings)
8.9
(589 ratings)
Availability
-
(0 ratings)
8.3
(10 ratings)
Performance
-
(0 ratings)
7.9
(10 ratings)
Support Rating
10.0
(1 ratings)
8.7
(7 ratings)
In-Person Training
-
(0 ratings)
7.7
(6 ratings)
Online Training
-
(0 ratings)
8.3
(8 ratings)
Implementation Rating
-
(0 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
Medallia Agent ConnectNICE CXone Mpower
Likelihood to Recommend
Medallia
The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
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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
Medallia
  • The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
  • Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
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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
Medallia
  • Ability to create and send out different surveys triggered by different customer touchpoints
  • Ability to create surveys that aren't focused solely on agent performance
  • Ability to break down and search the data based on different customer attributes, such as profession or state
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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
Medallia
No answers on this topic
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
Medallia
No answers on this topic
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
Medallia
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
Medallia
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
Medallia
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
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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
Medallia
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
Medallia
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
Medallia
No answers on this topic
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
Medallia
We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
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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
Medallia
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
Medallia
  • Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
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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.