NICE CXone Mpower vs. Sprinklr Social

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
Sprinklr Social
Score 8.8 out of 10
N/A
Sprinklr Social’s platform empowers enterprise teams of all sizes to deliver a consistent brand experience across 35+ digital and social channels to drive engagement and revenue, with capabilities across publishing, engagement, listening, analytics, employee advocacy, influencer marketing and commerce. Content planning and scheduling using an editorial calendar, with a digital asset manager and the ability to publish across channels at AI…
$249
per month per seat
Pricing
NICE CXone MpowerSprinklr Social
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
Self-Serve Social Media Management Solution
$249
per month per seat
Self-Serve SMM and Customer Service Solution
$359
per month per seat
Enterprise Custom Social Media Management Solution
Contact Sales
Offerings
Pricing Offerings
NICE CXone MpowerSprinklr Social
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsDiscount available for annual pricing.
More Pricing Information
Community Pulse
NICE CXone MpowerSprinklr Social
Top Pros
Top Cons
Features
NICE CXone MpowerSprinklr Social
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
Sprinklr Social
-
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
Sprinklr Social
-
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 surveys8.2300 Ratings00 Ratings
Customer interaction analytics9.4320 Ratings00 Ratings
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.0
52 Ratings
15% above category average
Boolean keyword searches00 Ratings9.745 Ratings
Filtering out noise/spam00 Ratings8.548 Ratings
Sentiment analysis00 Ratings8.449 Ratings
Broad channel coverage00 Ratings9.648 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.7
52 Ratings
18% above category average
Content planning and scheduling00 Ratings9.749 Ratings
Audience targeting00 Ratings9.744 Ratings
Content optimization00 Ratings9.742 Ratings
Workflow management00 Ratings9.746 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.2
51 Ratings
14% above category average
Automated routing and prioritization00 Ratings8.644 Ratings
Customer interaction histories00 Ratings9.250 Ratings
Bulk actions00 Ratings9.747 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.6
44 Ratings
21% above category average
Lead generation00 Ratings9.531 Ratings
Content marketing00 Ratings9.437 Ratings
Paid media management00 Ratings9.632 Ratings
Campaigns and promotions00 Ratings9.738 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.7
55 Ratings
14% above category average
Twitter00 Ratings9.853 Ratings
Facebook00 Ratings9.753 Ratings
LinkedIn00 Ratings9.740 Ratings
Google+00 Ratings9.827 Ratings
Instagram00 Ratings9.752 Ratings
Pinterest00 Ratings9.828 Ratings
YouTube00 Ratings9.838 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
9.6
54 Ratings
19% above category average
Campaign success analytics00 Ratings9.650 Ratings
Real-time tracking00 Ratings9.453 Ratings
Competitor analysis00 Ratings9.636 Ratings
Account management
Comparison of Account management features of Product A and Product B
NICE CXone Mpower
-
Ratings
Sprinklr Social
8.6
52 Ratings
7% above category average
Role-based user permissions & privileges00 Ratings9.751 Ratings
Mobile access00 Ratings7.545 Ratings
Best Alternatives
NICE CXone MpowerSprinklr Social
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CoSchedule Marketing Suite
CoSchedule Marketing Suite
Score 9.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CoSchedule Marketing Suite
CoSchedule Marketing Suite
Score 9.8 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXone MpowerSprinklr Social
Likelihood to Recommend
9.3
(615 ratings)
9.5
(80 ratings)
Likelihood to Renew
9.9
(28 ratings)
7.0
(29 ratings)
Usability
8.9
(589 ratings)
10.0
(8 ratings)
Availability
8.3
(10 ratings)
9.1
(5 ratings)
Performance
7.9
(10 ratings)
8.2
(4 ratings)
Support Rating
8.7
(7 ratings)
10.0
(34 ratings)
In-Person Training
7.7
(6 ratings)
7.0
(2 ratings)
Online Training
8.3
(8 ratings)
8.4
(3 ratings)
Implementation Rating
8.0
(12 ratings)
9.0
(5 ratings)
Configurability
8.3
(7 ratings)
-
(0 ratings)
Ease of integration
7.2
(7 ratings)
-
(0 ratings)
Product Scalability
7.5
(10 ratings)
8.2
(1 ratings)
Vendor post-sale
8.0
(9 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(9 ratings)
-
(0 ratings)
User Testimonials
NICE CXone MpowerSprinklr Social
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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Sprinklr
In my perspective, I would say Sprinklr Modern Sales &
Engagement is best suited for teams and organizations who are more involved in
automating social media activities, getting a great analytical report on
activity engagement, and generating lists and bolds that helps determine the
trends and events, etc. One of the best tools that one could use for clients
with every information they would need.
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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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Sprinklr
  • Customization - Through Sprinklr's rules and robust custom field creation, you really can create a lot of customization for every facet of your business.
  • Listening - Their Listening Engine and Explorer are fantastic ways to proactively find engagement-friendly conversations, in addition competitively research your brand.
  • Care - Using their case formatting, messages and customer contacts can be routed and assigned easily to available reps, and their bot builder can help to automate your contacts without sacrificing a personal touch.
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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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Sprinklr
  • Overall, Sprinklr rewards users to do a lot of digging on their own to get to the more in-depth functionalities. For instance, the asset manager feature leads you to a dashboard with all the content you ever published but doesn't tell you what to do next or how to organize it
  • Sprinklr offers basic social listening features, but it is much more limited than other pure social listening players like Crimson Hexagon or Brandwatch. It is perfectly usable for a quick search but I wouldn't recommend it as your sole social listening platform
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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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Sprinklr
I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need
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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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Sprinklr
It's simple to learn and easy to use. Compared to other social media monitoring tools like it, it has less of a learning curve than most. Between the filters, macros, tagging, and ability to like or reply to posts, it seems pretty comprehensive. At the very least, it accomplishes everything that my organization uses it for
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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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Sprinklr
Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.
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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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Sprinklr
Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.
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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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Sprinklr
Support is amazing. We have had to reach out [to] them only a few times in the past few years. Each time, they were back in touch with us within the hour or two, no matter the time. We've always had our issues addressed quickly and promptly corrected. They are a great team to work with.
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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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Sprinklr
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
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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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Sprinklr
Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.
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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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Sprinklr
The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs
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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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Sprinklr
As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.
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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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Sprinklr
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
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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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Sprinklr
  • Reports can be customized and exported easily in many different formats. I especially like the PowerPoint version of reports. It quickly and professionally creates a custom slideshow to show the metrics of the platforms and time periods you choose. This is a great way to keep your company's C-level executives informed on your team's progress and investing in your efforts. This is especially true for executives that do not personally use or understand the value of social media.
  • Brand reputation management is always a great investment. The dashboard alerts you in real-time when your brand or product is mentioned across any of the platforms and offers a quick and efficient way to respond. The Sprinklr customer experience cloud can be implemented across your entire organization, including CRM and email systems.
  • If you're not growing you're dying. That alone helps me with the ROI of using Sprinklr for my client's business objectives.
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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.