NICE CXone Mpower vs. Salesforce Sales Cloud

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
Salesforce Sales Cloud
Score 8.7 out of 10
N/A
Salesforce Sales Cloud is a platform for sales with a community of Sellers, Sales Leaders, and Sales Operations, who use the solution to grow sales and increase productivity. The AI CRM for Sales features data built right in, so that companies can sell faster, sell smarter and sell efficiently. Salesforce Sales Cloud is used for, and supports: Buyer Engagement Sales Engagement Enablement Sales AI Sales Analytics Team…
$25
per month
Pricing
NICE CXone MpowerSalesforce Sales Cloud
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
Starter
$25.00
Per User/Per Month
Professional
$80.00
Per User/Per Month
Enterprise
$165.00
Per User/Per Month
Unlimited
$330.00
Per user/Per month
Offerings
Pricing Offerings
NICE CXone MpowerSalesforce Sales Cloud
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
NICE CXone MpowerSalesforce Sales Cloud
Considered Both Products
NICE CXone Mpower
Chose NICE CXone Mpower
inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.
Salesforce Sales Cloud

No answer on this topic

Top Pros
Top Cons
Features
NICE CXone MpowerSalesforce Sales Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone Mpower
9.1
583 Ratings
9% above category average
Salesforce Sales Cloud
-
Ratings
Agent dashboard9.5561 Ratings00 Ratings
Validate callers9.3472 Ratings00 Ratings
Outbound response9.5492 Ratings00 Ratings
Call forwarding9.1444 Ratings00 Ratings
Click-to-call (CTC)8.9404 Ratings00 Ratings
Warm transfer9.5533 Ratings00 Ratings
Predictive dialing9.1318 Ratings00 Ratings
Interactive voice response9.6378 Ratings00 Ratings
REST APIs8.2303 Ratings00 Ratings
Call scripts8.2323 Ratings00 Ratings
Call tracking9.2512 Ratings00 Ratings
Multichannel integration9.2365 Ratings00 Ratings
CRM software integration9.1366 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone Mpower
8.9
558 Ratings
8% above category average
Salesforce Sales Cloud
-
Ratings
Inbound call routing8.8513 Ratings00 Ratings
Omnichannel inbound routing8.6375 Ratings00 Ratings
Recording9.3497 Ratings00 Ratings
Quality management8.7482 Ratings00 Ratings
Call analytics8.5488 Ratings00 Ratings
Historical reporting9.2481 Ratings00 Ratings
Live reporting9.1467 Ratings00 Ratings
Customer surveys8.3300 Ratings00 Ratings
Customer interaction analytics9.4320 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.1
261 Ratings
5% above category average
Customer data management / contact management00 Ratings9.0261 Ratings
Workflow management00 Ratings8.2252 Ratings
Territory management00 Ratings7.6204 Ratings
Opportunity management00 Ratings8.7253 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings8.0238 Ratings
Contract management00 Ratings7.6209 Ratings
Quote & order management00 Ratings7.8192 Ratings
Interaction tracking00 Ratings8.1223 Ratings
Channel / partner relationship management00 Ratings7.9184 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
7.7
99 Ratings
2% above category average
Case management00 Ratings8.097 Ratings
Call center management00 Ratings7.678 Ratings
Help desk management00 Ratings7.582 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.2
239 Ratings
8% above category average
Lead management00 Ratings8.4234 Ratings
Email marketing00 Ratings7.9201 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
7.9
242 Ratings
4% above category average
Task management00 Ratings8.0231 Ratings
Billing and invoicing management00 Ratings7.474 Ratings
Reporting00 Ratings8.2195 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.1
255 Ratings
7% above category average
Forecasting00 Ratings7.8223 Ratings
Pipeline visualization00 Ratings8.0242 Ratings
Customizable reports00 Ratings8.4252 Ratings
Customization
Comparison of Customization features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.6
246 Ratings
13% above category average
Custom fields00 Ratings8.7244 Ratings
Custom objects00 Ratings8.6233 Ratings
Scripting environment00 Ratings8.5173 Ratings
API for custom integration00 Ratings8.5203 Ratings
Security
Comparison of Security features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.9
247 Ratings
7% above category average
Single sign-on capability00 Ratings9.0215 Ratings
Role-based user permissions00 Ratings8.9219 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.2
156 Ratings
11% above category average
Social data00 Ratings8.3154 Ratings
Social engagement00 Ratings8.1152 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
8.1
212 Ratings
11% above category average
Marketing automation00 Ratings8.2208 Ratings
Compensation management00 Ratings8.0142 Ratings
Platform
Comparison of Platform features of Product A and Product B
NICE CXone Mpower
-
Ratings
Salesforce Sales Cloud
7.4
227 Ratings
0% above category average
Mobile access00 Ratings7.4227 Ratings
Best Alternatives
NICE CXone MpowerSalesforce Sales Cloud
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
Creatio
Creatio
Score 9.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Creatio
Creatio
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXone MpowerSalesforce Sales Cloud
Likelihood to Recommend
9.4
(615 ratings)
8.7
(392 ratings)
Likelihood to Renew
10.0
(28 ratings)
9.7
(58 ratings)
Usability
8.9
(589 ratings)
8.0
(121 ratings)
Availability
8.3
(10 ratings)
9.8
(27 ratings)
Performance
7.9
(10 ratings)
9.0
(18 ratings)
Support Rating
8.7
(7 ratings)
7.8
(92 ratings)
In-Person Training
7.8
(6 ratings)
7.9
(11 ratings)
Online Training
8.3
(8 ratings)
9.1
(15 ratings)
Implementation Rating
8.0
(12 ratings)
1.2
(18 ratings)
Configurability
8.3
(7 ratings)
10.0
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.8
(9 ratings)
Ease of integration
7.2
(7 ratings)
-
(0 ratings)
Product Scalability
7.5
(10 ratings)
8.7
(52 ratings)
Professional Services
-
(0 ratings)
9.3
(8 ratings)
Vendor post-sale
8.0
(9 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(9 ratings)
-
(0 ratings)
User Testimonials
NICE CXone MpowerSalesforce Sales Cloud
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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Salesforce
Salesforce Sales Cloud is an intuitive and easy-to-use platform. It is easy to customize this platform to meet the ever-changing business needs and requirements. It is easy to integrate with other platforms and offers incredible features that help businesses generate leads, automate their marketing processes, and collaborate effectively.
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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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Salesforce
  • Logging notes: SF makes it easy to log notes in the timeline or static notes that live in an easy-to-see spot for longevity.
  • Logging activities: It's easy to post a call, text, email, etc.
  • API data: Once connected, SF is critical to automation, such as website activity, login activity, pages visited, etc., which saves the Customer Success side time in understanding account activity.
  • Custom fields: you can add custom fields to really personalize your experience. We use quite a few and it's brilliant.
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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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Salesforce
  • Sometimes setting up the interface can be overly complex.
  • Depending on what level of salesforce you are paying for, the SLA for their service team to respond can take a decent amount of time.
  • Wish there was more connection between the salesforce apps like service and sales.
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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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Salesforce
There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.
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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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Salesforce
Salesforce has been designed on the basis of "Clicks, not code". So anyone willing to learn the Salesforce user interface (which is quite good as far as management software platforms go) is able to become a Salesforce user or even a Salesforce administrator. You don't have to know coding language to work in the Salesforce environment. Also, Salesforce has one of the best software training resources (Trailhead) that I have ever encountered. It is free to all, easy to use, and most importantly it is interactive. No scrolling through endless text in a user manual. There are hands-on modules and related videos interlaced and through it all you earn points and badges to display your level of learning.
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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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Salesforce
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
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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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Salesforce
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
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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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Salesforce
The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.
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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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Salesforce
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
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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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Salesforce
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
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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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Salesforce
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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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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Salesforce
At our company, we use Salesforce and HubSpot. I personally like both for different reasons. Salesforce makes it easy to generate reports, keep track of dealer and customer information, tie customers to dealers, and is easy to use. However, I like HubSpot for the marketing features. I think HubSpot has easier-to-use workflows and email creations.
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Contract Terms and Pricing Model
NICE Systems
No answers on this topic
Salesforce
Salesforce is the most widely used CRM system. Professionalism tends to increase when things go wrong for market leaders. Salesforce considers us as users because they own the market. Having all of our data in one place and all of our teams working within Salesforce. Anyone who uses Salesforce is impacted by it, even if they don't.
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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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Salesforce
Salesforce Sales Cloud is highly scalable and designed to accommodate the needs of businesses of all sizes, from small startups to large enterprises. It offers flexible subscription models and can easily scale up or down based on the organization's requirements. Whether a company is expanding its sales team, increasing its customer base, or adding new features and functionalities, Sales Cloud can adapt to support growth without sacrificing performance or reliability. Additionally, Salesforce's cloud-based architecture ensures that users have access to resources and capabilities as needed, making it a highly scalable solution for organizations looking to automate customer relationship management at scale.
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Professional Services
NICE Systems
No answers on this topic
Salesforce
Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
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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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Salesforce
  • The inbox feature allows me to see when the customer opens my email, and hence a timely follow-up could result in a higher response rate.
  • The mobile app allows users to gain access to leads and customer contacts on the go, which increases sales team productivity and enhances customer conversations.
  • The reports of the notes on the account level are not working, which is causing manual work in the weekly report to leadership.
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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.

Salesforce Sales Cloud Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of