NICE CXone Mpower vs. Qualtrics XM for Customer Frontlines

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Qualtrics XM for Customer Frontlines
Score 7.6 out of 10
N/A
Software to surface customer friction and guide frontline teams in the moment to better serve clients. Designed to improve processes, products, and digital properties, as well as increase customer lifetime value. The flagship Qualtrics Frontline Digital CX is a customer journey management solution, used to design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to a business.N/A
Pricing
NICE CXone MpowerQualtrics XM for Customer Frontlines
Editions & Modules
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
No answers on this topic
Offerings
Pricing Offerings
NICE CXone MpowerQualtrics XM for Customer Frontlines
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXone MpowerQualtrics XM for Customer Frontlines
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
NICE CXone MpowerQualtrics XM for Customer Frontlines
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone Mpower
9.1
580 Ratings
9% above category average
Qualtrics XM for Customer Frontlines
-
Ratings
Agent dashboard9.5558 Ratings00 Ratings
Validate callers9.3470 Ratings00 Ratings
Outbound response9.6490 Ratings00 Ratings
Call forwarding9.1443 Ratings00 Ratings
Click-to-call (CTC)8.9402 Ratings00 Ratings
Warm transfer9.5531 Ratings00 Ratings
Predictive dialing9.1318 Ratings00 Ratings
Interactive voice response9.6378 Ratings00 Ratings
REST APIs8.2303 Ratings00 Ratings
Call scripts8.2322 Ratings00 Ratings
Call tracking9.2510 Ratings00 Ratings
Multichannel integration9.2364 Ratings00 Ratings
CRM software integration9.1364 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone Mpower
8.9
556 Ratings
8% above category average
Qualtrics XM for Customer Frontlines
-
Ratings
Inbound call routing8.8512 Ratings00 Ratings
Omnichannel inbound routing8.6374 Ratings00 Ratings
Recording9.3495 Ratings00 Ratings
Quality management8.7480 Ratings00 Ratings
Call analytics8.5486 Ratings00 Ratings
Historical reporting9.2479 Ratings00 Ratings
Live reporting9.1465 Ratings00 Ratings
Customer surveys8.2298 Ratings00 Ratings
Customer interaction analytics9.4318 Ratings00 Ratings
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NICE CXone MpowerQualtrics XM for Customer Frontlines
Small Businesses
CloudTalk
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Score 8.5 out of 10
Sogolytics
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Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
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Score 9.5 out of 10
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User Ratings
NICE CXone MpowerQualtrics XM for Customer Frontlines
Likelihood to Recommend
9.3
(612 ratings)
8.2
(1 ratings)
Likelihood to Renew
9.9
(28 ratings)
-
(0 ratings)
Usability
8.9
(586 ratings)
-
(0 ratings)
Availability
8.3
(10 ratings)
-
(0 ratings)
Performance
7.9
(10 ratings)
-
(0 ratings)
Support Rating
8.7
(7 ratings)
-
(0 ratings)
In-Person Training
7.7
(6 ratings)
-
(0 ratings)
Online Training
8.3
(8 ratings)
-
(0 ratings)
Implementation Rating
8.0
(12 ratings)
-
(0 ratings)
Configurability
8.3
(7 ratings)
-
(0 ratings)
Ease of integration
7.2
(7 ratings)
-
(0 ratings)
Product Scalability
7.5
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(9 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(9 ratings)
-
(0 ratings)
User Testimonials
NICE CXone MpowerQualtrics XM for Customer Frontlines
Likelihood to Recommend
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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Qualtrics
I give CX Social a 9 out of 10 because while it has its cons as any software or solution does. It is an overall unique and efficient Marketing and Social Media Management solution. They have a very fast improving rate so are practically receiving new features and is a very good tool for large companies with lots of social accounts to manage.
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Pros
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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Qualtrics
  • CX Social is great for small scale social media management. The reporting and analytics platform is really impressive tapping it to some key metrics and making it relatable to specific campaigns.
  • The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
  • They also have an extremely good vendor for service support.
  • It has a unique ability to combine customer engagement, social media monioring and analytics features for customer service and marketing.
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Cons
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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Qualtrics
  • While customer support is good, I have seen better. But no big issue, as the analytics is excellent and it gets the job done.
  • CX Social is a great tool but is also an expensive tool, so unless you are a huge agency with lots of accounts, I believe the fee will not be justified.
  • Needs more detailed Response Time per user in Engagor and The interface could use more personalized settings: certain people and groups usually use the same filters and tags.
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Likelihood to Renew
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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Qualtrics
No answers on this topic
Usability
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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Qualtrics
No answers on this topic
Reliability and Availability
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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Qualtrics
No answers on this topic
Performance
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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Qualtrics
No answers on this topic
Support Rating
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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Qualtrics
No answers on this topic
In-Person Training
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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Qualtrics
No answers on this topic
Online Training
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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Qualtrics
No answers on this topic
Implementation Rating
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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Qualtrics
No answers on this topic
Alternatives Considered
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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Qualtrics
While Sprout Social is a very good tool. CX Social is a bit more advanced and equipt to manage a large number of accounts and delivers far better data. CX Social has a far better dashboard and interface that is simple to access and use. It is more efficient than Sprout Social and their statistic module is better as well.
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Scalability
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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Qualtrics
No answers on this topic
Return on Investment
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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Qualtrics
  • CX Social has enabled me to increase my client list by 5 percent as opposed to last year. My existing clients are so satisfied with their social accounts and monthly reports that they are eager to send consistently profitable referrals which my company has turned in to a 5 percent margin increase in profits.
  • I have no bad reports about this Marketing tool. While it does has its cons as stated earlier. It is yet a very dependable and effective solution that delivers as aspected.
  • It has been the most dependable Marketing and Social Media Management tools I have ever used.
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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.