NiCE CXone Mpower vs. SAP SuccessFactors HCM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NiCE CXone Mpower
Score 8.6 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
SAP SuccessFactors HCM
Score 8.4 out of 10
N/A
SAP SuccessFactors is a suite of HR/HCM products covering these capability areas: core HR and payroll, recruiting and onboarding, learning and development, performance and compensation management, workforce analytics and planning, and employee experience management.
$75.60
per year per user (Up to 100 Employees)
Pricing
NiCE CXone MpowerSAP SuccessFactors HCM
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 MpowerSAP SuccessFactors HCM
Free Trial
YesYes
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 MpowerSAP SuccessFactors HCM
Features
NiCE CXone MpowerSAP SuccessFactors HCM
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NiCE CXone Mpower
9.4
581 Ratings
12% above category average
SAP SuccessFactors HCM
-
Ratings
Agent dashboard9.4559 Ratings00 Ratings
Validate callers9.6471 Ratings00 Ratings
Outbound response9.5490 Ratings00 Ratings
Call forwarding9.5443 Ratings00 Ratings
Click-to-call (CTC)8.9403 Ratings00 Ratings
Warm transfer9.8531 Ratings00 Ratings
Predictive dialing9.6317 Ratings00 Ratings
Interactive voice response9.6376 Ratings00 Ratings
REST APIs9.2301 Ratings00 Ratings
Call scripts9.1322 Ratings00 Ratings
Call tracking9.5510 Ratings00 Ratings
Multichannel integration9.5364 Ratings00 Ratings
CRM software integration9.0365 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NiCE CXone Mpower
9.4
556 Ratings
13% above category average
SAP SuccessFactors HCM
-
Ratings
Inbound call routing9.4511 Ratings00 Ratings
Omnichannel inbound routing9.2373 Ratings00 Ratings
Recording9.6495 Ratings00 Ratings
Quality management9.2480 Ratings00 Ratings
Call analytics8.9486 Ratings00 Ratings
Historical reporting9.4479 Ratings00 Ratings
Live reporting9.4465 Ratings00 Ratings
Customer surveys9.5299 Ratings00 Ratings
Customer interaction analytics9.8319 Ratings00 Ratings
Human Resource Management
Comparison of Human Resource Management features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.0
774 Ratings
1% below category average
Employee demographic data00 Ratings8.3684 Ratings
Employment history00 Ratings8.1697 Ratings
Job profiles and administration00 Ratings7.8671 Ratings
Workflow for transfers, promotions, pay raises, etc.00 Ratings8.0634 Ratings
Organizational charting00 Ratings8.1708 Ratings
Organization and location management00 Ratings8.0637 Ratings
Compliance data (COBRA, OSHA, etc.)00 Ratings7.7398 Ratings
Payroll Management
Comparison of Payroll Management features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
7.8
442 Ratings
4% below category average
Pay calculation00 Ratings8.1334 Ratings
Support for external payroll vendors00 Ratings7.4297 Ratings
Off-cycle/On-Demand payment00 Ratings7.7298 Ratings
Benefit plan administration00 Ratings7.6284 Ratings
Direct deposit files00 Ratings7.8282 Ratings
Salary revision and increment management00 Ratings8.0360 Ratings
Reimbursement management00 Ratings7.8256 Ratings
Leave and Attendance Management
Comparison of Leave and Attendance Management features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.2
440 Ratings
0% above category average
Approval workflow00 Ratings8.4436 Ratings
Balance details00 Ratings8.1371 Ratings
Annual carry-forward and encashment00 Ratings8.0329 Ratings
Employee Self Service
Comparison of Employee Self Service features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.3
621 Ratings
1% above category average
View and generate pay and benefit information00 Ratings8.4468 Ratings
Update personal information00 Ratings8.7604 Ratings
View company policy documentation00 Ratings8.0404 Ratings
Employee recognition00 Ratings7.8374 Ratings
View job history00 Ratings8.4580 Ratings
Asset Management
Comparison of Asset Management features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.4
3 Ratings
5% above category average
Tracking of all physical assets00 Ratings8.43 Ratings
HR Reporting
Comparison of HR Reporting features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
7.0
606 Ratings
8% below category average
Report builder00 Ratings7.2580 Ratings
Pre-built reports00 Ratings7.0550 Ratings
Ability to combine HR data with external data00 Ratings6.7455 Ratings
Onboarding
Comparison of Onboarding features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.0
491 Ratings
0% above category average
New hire portal00 Ratings7.7477 Ratings
Manager tracking tools00 Ratings7.6447 Ratings
Performance and Goals
Comparison of Performance and Goals features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.4
605 Ratings
4% above category average
Corporate goal setting00 Ratings8.2542 Ratings
Individual goal setting00 Ratings8.3598 Ratings
Line-of sight-visibility00 Ratings8.0486 Ratings
Performance tracking00 Ratings8.0563 Ratings
Performance Management
Comparison of Performance Management features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.2
638 Ratings
4% above category average
Performance plans00 Ratings8.1612 Ratings
Performance improvement plans00 Ratings8.0524 Ratings
Review status tracking00 Ratings8.0578 Ratings
Review reminders00 Ratings7.9574 Ratings
Multiple review frequency00 Ratings8.1472 Ratings
Succession Planning
Comparison of Succession Planning features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
8.0
437 Ratings
3% above category average
Create succession plans/pools00 Ratings8.1403 Ratings
Candidate ranking00 Ratings8.0382 Ratings
Candidate search00 Ratings8.0390 Ratings
Candidate development00 Ratings8.0368 Ratings
Recruiting / ATS
Comparison of Recruiting / ATS features of Product A and Product B
NiCE CXone Mpower
-
Ratings
SAP SuccessFactors HCM
4.2
514 Ratings
59% below category average
Job Requisition Management00 Ratings7.9489 Ratings
Company Website Posting00 Ratings7.8467 Ratings
Publish to Social Media00 Ratings7.8406 Ratings
Job Search Site Posting00 Ratings7.7448 Ratings
Duplicate Candidate Prevention00 Ratings7.5417 Ratings
Applicant Tracking00 Ratings7.9471 Ratings
Notifications and Alerts00 Ratings7.9474 Ratings
Best Alternatives
NiCE CXone MpowerSAP SuccessFactors HCM
Small Businesses
CloudTalk
CloudTalk
Score 7.6 out of 10
Dayforce Powerpay
Dayforce Powerpay
Score 9.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.6 out of 10
Paypro Workforce Management
Paypro Workforce Management
Score 9.7 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.8 out of 10
PeopleStrong
PeopleStrong
Score 9.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NiCE CXone MpowerSAP SuccessFactors HCM
Likelihood to Recommend
9.6
(613 ratings)
8.4
(789 ratings)
Likelihood to Renew
10.0
(28 ratings)
8.7
(53 ratings)
Usability
9.3
(587 ratings)
8.0
(311 ratings)
Availability
8.2
(9 ratings)
8.7
(7 ratings)
Performance
7.7
(9 ratings)
7.7
(7 ratings)
Support Rating
9.0
(6 ratings)
5.3
(30 ratings)
In-Person Training
8.1
(5 ratings)
9.1
(2 ratings)
Online Training
8.1
(7 ratings)
4.6
(5 ratings)
Implementation Rating
7.6
(11 ratings)
6.5
(15 ratings)
Configurability
8.2
(6 ratings)
5.0
(7 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
3.0
(4 ratings)
Ease of integration
6.8
(6 ratings)
6.9
(420 ratings)
Product Scalability
7.3
(9 ratings)
7.8
(7 ratings)
Professional Services
-
(0 ratings)
6.0
(5 ratings)
Vendor post-sale
7.6
(8 ratings)
5.4
(6 ratings)
Vendor pre-sale
7.6
(8 ratings)
4.5
(6 ratings)
User Testimonials
NiCE CXone MpowerSAP SuccessFactors HCM
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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SAP
It is a strong system that pays off once it's fully tailored to your organization. If your company has well-defined HR processes, SuccessFactors will likely integrate seamlessly. We've automated processes that previously required departments to spend weeks on back-and-forth emails. We've partnered with Capgemini to fully suck out the most out of its technical customization.
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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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SAP
  • The product is straightforward to use. The product allows instant edits if a mistake is made and is very helpful in keeping track of individual employee working hours.
  • Use of the platform ensures that your business is connected to a global workforce experience powered by modern HR technologies and AI.
  • Implementation of the software ensures an excellent workforce experience and accelerates overall business performance.
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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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SAP
  • I think just overall the configuration can be a little bit hard on the backend user, like myself, knowing which screens to go to. Better documentation on how we configure things would be a great resource for employees in the HR field that are making those backend changes.
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Likelihood to Renew
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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SAP
It is the product that the Business is fully committed to for co-ordinately HR processes. Employee and Manage Self-Service has allow our business to reduce the overheads in our HR operating mode. The integration with 3rd party products is now in place and further developments will only increase its importance. SuccessFactors provide regular enhancements and has a support model in line with our business requirements.
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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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SAP
Generally works as it needs to but there is room for improvement. Notifications are an example where they come from different places whereas they should be centralised and standardised. We would love to have time management and award interpretation in SAP SuccessFactors HCM instead of a third party system however the lack of rostering functionality makes this unusable
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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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SAP
Until now we have not had serious availability problems with SuccessFactors, we had Microsoft Active Directory and SSO with ADFS and we had availability problems but because of problems with ADFS, we migrated to Azure AD and with that the availability problems of SuccessFactors because of ADFS went away. The only windows of unavailability that we have had are those that we are communicated to do maintenance and upgrades.
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Performance
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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SAP
The performance is very good, the truth is that we have not had serious performance problems, some complex reports may take a little longer, but considering the complexity and the amount of records it is an acceptable time. We have never received a complaint from users regarding page loading speed.
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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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SAP
SAP SuccessFactors has been a easy to implement tool with low risks for a sensitive thing like employee feedback. It provides powerful performance in the backend functionalities, and at the same time a great look and feel for the employees. Totally recommended.
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In-Person Training
NICE Systems
The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.
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SAP
The in-person training was with a consultancy, we have taken several courses, all very specific. They have been reports in ecp, general configuration of ec, reports and IAS
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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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SAP
We use SAP Learning, and we like it very much, the topics are updated along with the products, we have access to the SFX customer certifications and we have done them all, in general the SAP learning platform is very good and complete.
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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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SAP
As we were new with all this, we would greatly appreciate if we had assitance directly from SAP so we can implement the modules with all of its features and best practices. Unfortunately, we notice that the partner left some thing incomplete.
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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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SAP
SAP SuccessFactors is a very user-friendly application, it stacks up very well against competition, such as Oracle PeopleSoft HCM. We selected SAP SuccessFactors because we are already using a lot of other SAP solutions, such as SAP S/4 HANA and SAP Business Technology Platform. It allows us to have single-sign on and one vendor with multiple solutions.
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Contract Terms and Pricing Model
NICE Systems
No answers on this topic
SAP
Not applicable.
Read full review
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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SAP
The scalability and flexibility of SuccessFactors is unbeatable. It is very easy to scale the product to new countries and areas, and with the help of CPI it can be easily integrated.
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Professional Services
NICE Systems
No answers on this topic
SAP
Once time we need to change the datacenter and we made this with the professional services from SAP... everything goes just fine. excelent service.
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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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SAP
  • It helps better in the tedious task of job posting, it's automated to social handles.
  • Better performance in speed, UI, performance management, skill management, talent onboarding, and finding candidates in the talent pool.
  • Reduces most of the cost in HR operations and future-proof technology with continuous improvement.
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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 for Agent, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.Screenshot of the CXone Mpower AgentScreenshot of CXone Mpower Orchestrator, 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.

SAP SuccessFactors HCM Screenshots

Screenshot of how to navigate to all SAP SuccessFactors solution modules and complete tasks using natural language—thanks to Joule, the AI copilot with generative AI.Screenshot of where to acquire future-ready skills by sourcing, engaging, and hiring top talent, as well as save time evaluating candidates and match skills to roles more efficiently with AI-powered applicant screening.Screenshot of some of the metrics that empower HR professionals, analysts, and business partners to answer questions about a workforce, or that influence business decisions with data-driven insights and an evidence-based approach to HR.Screenshot of the mobile interface, which also helps automate processes to improve employee and manager self-service, and strengthen compliance.Screenshot of