NICE CXone Mpower vs. Zoom Contact Center

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
Zoom Contact Center
Score 8.9 out of 10
N/A
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
$69
per month per user
Pricing
NICE CXone MpowerZoom Contact Center
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 MpowerZoom Contact Center
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 MpowerZoom Contact Center
Considered Both Products
NICE CXone Mpower

No answer on this topic

Zoom Contact Center
Chose Zoom Contact Center
Ease of use and willingness to partner with us in gaining the most efficiency.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
NICE CXone MpowerZoom Contact Center
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
Zoom Contact Center
7.6
11 Ratings
9% below category average
Agent dashboard9.5561 Ratings7.711 Ratings
Validate callers9.3472 Ratings7.28 Ratings
Outbound response9.5492 Ratings7.98 Ratings
Call forwarding9.1444 Ratings7.07 Ratings
Click-to-call (CTC)8.9404 Ratings7.96 Ratings
Warm transfer9.5533 Ratings8.411 Ratings
Predictive dialing9.1318 Ratings7.46 Ratings
Interactive voice response9.6378 Ratings8.39 Ratings
REST APIs8.2303 Ratings7.17 Ratings
Call scripts8.2323 Ratings7.38 Ratings
Call tracking9.2512 Ratings7.411 Ratings
Multichannel integration9.2365 Ratings8.310 Ratings
CRM software integration9.1366 Ratings6.86 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
Zoom Contact Center
7.9
10 Ratings
4% below category average
Inbound call routing8.8513 Ratings8.510 Ratings
Omnichannel inbound routing8.6375 Ratings8.08 Ratings
Recording9.3497 Ratings8.69 Ratings
Quality management8.7482 Ratings8.09 Ratings
Call analytics8.5488 Ratings7.610 Ratings
Historical reporting9.2481 Ratings7.410 Ratings
Live reporting9.1467 Ratings7.410 Ratings
Customer surveys8.3300 Ratings8.26 Ratings
Customer interaction analytics9.4320 Ratings7.17 Ratings
Best Alternatives
NICE CXone MpowerZoom Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXone MpowerZoom Contact Center
Likelihood to Recommend
9.3
(615 ratings)
8.6
(19 ratings)
Likelihood to Renew
9.9
(28 ratings)
-
(0 ratings)
Usability
8.9
(589 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 MpowerZoom Contact Center
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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Zoom
Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
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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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Zoom
  • Fairly simple GUI designer tool to define the Contact Flows. There are only a few elements, but they aren't many Design Widgets types, but just enough to get you started to the majority to the use cases you might encounter. There are plenty of opportunities to improve and enhance, but considering how "young" the product is, I think Zoom did a good job to provide a good Contact Center solution for the entry-to-medium level customers/users without needing to have a dedicated Contact Center resident expert to take care of the solution.
  • The way the Queues are define, embeds in a fairly simple matter many of Call Handlings Contact Flows design like Timers, Overflow handling, Callback keeping the position in the Queue handling, etc. These things are defined directly into the queue so you don't have to build the logic for it into the Contact Flow design itself. That includes in many cases prompt handling and timers.
  • Their Low-Code/No-Code motto comes handy when it comes to embed Chat Engagement Channels into Web Pages, where embedding a simple "iframe little piece of XML definition to call a JavaScript Applet" into a Web Page is all that is needed.
  • Having the "Contact Center App" just embedded into the Existing Zoom Client App is another plus I see: Agents that are force to wear "multiple hats" handling regular phone calls and Contact Center calls, don't have to waste time switching apps, other than the productivity ones so it is one less App the Agents and Supervisor need to worry about.
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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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Zoom
  • The Teams dashboard for monitoring agents needs some customization options.
  • Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
  • Point flows at flows would be nice, instead of flows to queues only.
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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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Zoom
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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Zoom
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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Zoom
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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Zoom
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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Zoom
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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Zoom
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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Zoom
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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Zoom
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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Zoom
There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons
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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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Zoom
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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Zoom
  • We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us!
  • We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc.
  • We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software.
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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.

Zoom Contact Center Screenshots

Screenshot of the video-optimized CCaaSScreenshot of the Zoom Workspace video room experienceScreenshot of the analytics used to optimize contact center performance