NICE CXone Mpower vs. Zoom Phone

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 Phone
Score 8.8 out of 10
N/A
Built on Zoom's platform, Zoom's cloud phone consolidates business communication and collaboration into a single system. Available in 40+ countries, with expandable coverage through a bring-your-own-carrier offering, Zoom Phone supports inbound and outbound calling through the public switched telephone network (PSTN). Features: Post call summary & next steps A post-call summary from Zoom’s AI Companion keeps the focus on the conversation instead of…
$10
per month per user
Pricing
NICE CXone MpowerZoom Phone
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
US & Canada Metered
$10
per month per user
US & Canada Unlimited
$15
per month per user
Global Select
$20
per month per user
Offerings
Pricing Offerings
NICE CXone MpowerZoom Phone
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsNo fees for emergency 911 Service No fees for compliance and administrative cost recovery Fee No 10DLC SMS fees
More Pricing Information
Community Pulse
NICE CXone MpowerZoom Phone
Top Pros
Top Cons
Features
NICE CXone MpowerZoom Phone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone Mpower
9.1
579 Ratings
9% above category average
Zoom Phone
-
Ratings
Agent dashboard9.5557 Ratings00 Ratings
Validate callers9.3470 Ratings00 Ratings
Outbound response9.6489 Ratings00 Ratings
Call forwarding9.1443 Ratings00 Ratings
Click-to-call (CTC)8.9402 Ratings00 Ratings
Warm transfer9.5530 Ratings00 Ratings
Predictive dialing9.1318 Ratings00 Ratings
Interactive voice response9.6377 Ratings00 Ratings
REST APIs8.2302 Ratings00 Ratings
Call scripts8.2322 Ratings00 Ratings
Call tracking9.2509 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
555 Ratings
8% above category average
Zoom Phone
-
Ratings
Inbound call routing8.8511 Ratings00 Ratings
Omnichannel inbound routing8.6373 Ratings00 Ratings
Recording9.3494 Ratings00 Ratings
Quality management8.7479 Ratings00 Ratings
Call analytics8.5485 Ratings00 Ratings
Historical reporting9.2478 Ratings00 Ratings
Live reporting9.1464 Ratings00 Ratings
Customer surveys8.2298 Ratings00 Ratings
Customer interaction analytics9.4318 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
NICE CXone Mpower
-
Ratings
Zoom Phone
9.5
32 Ratings
17% above category average
Hosted PBX00 Ratings10.014 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.719 Ratings
User templates00 Ratings9.216 Ratings
Call reports00 Ratings9.420 Ratings
Directory of employee names00 Ratings9.228 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
NICE CXone Mpower
-
Ratings
Zoom Phone
9.2
33 Ratings
9% above category average
Answering rules00 Ratings9.930 Ratings
Call recording00 Ratings9.931 Ratings
Call park00 Ratings9.924 Ratings
Call screening00 Ratings9.923 Ratings
Message alerts00 Ratings9.728 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
NICE CXone Mpower
-
Ratings
Zoom Phone
9.6
21 Ratings
19% above category average
Video conferencing00 Ratings9.520 Ratings
Audio conferencing00 Ratings9.520 Ratings
Video screen sharing00 Ratings9.720 Ratings
Instant messaging00 Ratings9.717 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
NICE CXone Mpower
-
Ratings
Zoom Phone
9.9
32 Ratings
21% above category average
Mobile app for iOS00 Ratings9.928 Ratings
Mobile app for Android00 Ratings10.022 Ratings
Best Alternatives
NICE CXone MpowerZoom Phone
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
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXone MpowerZoom Phone
Likelihood to Recommend
9.3
(611 ratings)
9.4
(35 ratings)
Likelihood to Renew
9.9
(28 ratings)
10.0
(1 ratings)
Usability
8.9
(585 ratings)
8.0
(1 ratings)
Availability
8.3
(10 ratings)
-
(0 ratings)
Performance
7.9
(10 ratings)
-
(0 ratings)
Support Rating
8.7
(7 ratings)
6.6
(4 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 Phone
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
We found out, the hard way, that Zoom Meeting is not the same as Zoom Webinar, and there is a significant cost difference. The Zoom Workplace is a great tool, and I am learning that there a many ways to customize it for our company.
Read full review
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
  • Transcribes voicemails. Great for those verbose folks that leave long voicemails.
  • Loud and clear volume quality! Great in a busy office with lots of people talking.
  • Easy to keep track of who has called me. Has Caller ID which is helpful.
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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
  • We needed to link each of our team members' personal emails to the Zoom account so we have to filter VM notifications out of our personal accounts.
  • It'd be nice if you could set business hours through the webpage to include a lunch break so that you don't have to manually go in to edit.
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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
Integrated into our network. System wide access. Staff are comfortable with the product
Read full review
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
Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
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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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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
Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
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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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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
The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
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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
  • Easier to establish and connect with new users, especially since we do not need to obtain a desktop phone for new employees and existing modern technology can support Zoom Workplace functionality
  • The ability to send gifs, funny messages, or responses within the day to day business truly lifts up our spirits, adds some humor to the day. I see that as a very positive thing with our team!
  • If some of our more seasoned and traditional employees are reluctant to Zoom Workplace, we are at a loss. This is not Zoom Workplace's fault necessarily, but when an employee refuses to download the app or maintain their account, its a challenge to add "External" employees and keep them in the loop in the same capacity
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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 Phone Screenshots

Screenshot of the Zoom AI for business phone communications, available at no additional costScreenshot of Zoom's integrated workflowsScreenshot of the Call Handling Panel