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- Five9 Intelligent Cloud Contact Center Platform
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- Five9 Intelligent Cloud Contact Center Platform-vs-NiCE CXone Mpower
Compare Five9 Intelligent Cloud Contact Center Platform and NiCE CXone Mpower 
At a Glance
Market Segments
Mid-Market (57.1% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(526)4.1 out of 5
Market Segments
Mid-Market (57.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformNiCE CXone Mpower
Star Rating
(1,718)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Five9 excels in its Preview Dialing feature, scoring 9.0, which allows agents to review customer information before making a call, enhancing personalization. In contrast, NICE CXone Mpower's Preview Dialing score of 8.9 indicates a solid but slightly less effective offering.
- Reviewers mention that NICE CXone Mpower shines in Performance Analysis with a score of 9.2, providing comprehensive insights into agent performance and operational efficiency. Five9, while respectable at 8.2, does not offer the same depth of analytics, which some users find limiting.
- Users on G2 highlight NICE CXone Mpower's superior Call Monitoring capabilities, scoring 9.4 compared to Five9's 9.0. This feature allows for real-time oversight of calls, which is crucial for maintaining quality assurance and training opportunities.
- Reviewers say that NICE CXone Mpower's Agent Availability feature, scoring 9.3, is particularly beneficial for managing workforce efficiency, while Five9's score of 8.5 suggests it may not provide the same level of insight into agent readiness and availability.
- G2 users report that NICE CXone Mpower's IVR functionality, with a score of 9.4, offers more advanced options for customer interaction compared to Five9's 8.6, making it a better choice for businesses that rely heavily on automated customer service solutions.
- Users report that Five9's strong performance in Call Routing, scoring 8.8, is praised for its efficiency in directing calls to the right agents. However, NICE CXone Mpower's score of 9.2 indicates a more robust and flexible routing system, which can adapt better to varying call volumes and agent skills.
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Pricing
Entry-Level Pricing
Five9 Intelligent Cloud Contact Center Platform
No pricing availableNiCE CXone Mpower
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Five9 Intelligent Cloud Contact Center Platform
No trial information availableNiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.3
437
8.8
1,183
Ease of Use
8.4
445
8.7
1,199
Ease of Setup
8.0
305
8.0
441
Ease of Admin
8.0
267
8.3
436
Quality of Support
8.2
419
8.4
1,103
Has the product been a good partner in doing business?
8.6
266
8.3
433
Product Direction (% positive)
7.3
433
8.2
1,100
Features by Category
Ticket and Case Management
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.4
6
Not enough data
9.5
7
Not enough data
9.0
7
Not enough data
7.8
6
Not enough data
8.8
7
Platform
Not enough data
8.3
7
8.4
42
9.1
11
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Dialing Options
9.0
134
|
Verified
8.9
310
|
Verified
8.9
128
|
Verified
9.0
286
|
Verified
8.7
128
|
Verified
8.9
277
|
Verified
Agent Tools
8.8
102
|
Verified
8.9
258
|
Verified
8.9
112
|
Verified
9.0
262
|
Verified
8.8
125
|
Verified
8.9
275
|
Verified
9.0
135
|
Verified
9.2
312
|
Verified
Automation
8.5
118
|
Verified
8.8
229
|
Verified
8.7
103
|
Verified
9.0
223
|
Verified
8.8
115
|
Verified
9.0
246
|
Verified
8.5
110
|
Verified
8.9
209
|
Verified
8.7
118
|
Verified
9.0
241
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
8.7
45
9.0
252
8.6
44
9.0
236
8.6
46
8.8
261
Engagement
8.6
44
9.0
237
8.5
49
9.0
249
8.5
45
8.8
237
Performance
8.9
47
8.9
236
9.1
46
9.2
255
Generative AI
7.6
7
5.2
17
7.4
7
5.4
17
Channels
9.0
185
|
Verified
9.1
619
|
Verified
7.8
137
|
Verified
8.5
321
|
Verified
8.0
131
|
Verified
8.5
347
|
Verified
7.4
128
|
Verified
8.3
291
|
Verified
7.7
137
|
Verified
8.5
345
|
Verified
Generative AI
6.9
26
7.0
42
Functions
8.8
218
|
Verified
8.8
647
|
Verified
8.9
221
|
Verified
9.0
685
|
Verified
8.7
195
|
Verified
8.9
541
|
Verified
8.2
131
|
Verified
8.7
380
|
Verified
8.8
158
|
Verified
8.8
451
|
Verified
8.8
178
|
Verified
9.0
547
|
Verified
8.8
176
|
Verified
8.8
549
|
Verified
8.7
158
|
Verified
8.7
491
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.3
200
|
Verified
8.6
510
|
Verified
8.8
212
|
Verified
8.9
540
|
Verified
8.4
224
|
Verified
8.6
636
|
Verified
8.7
168
|
Verified
9.0
507
|
Verified
8.6
141
|
Verified
8.9
424
|
Verified
Compliance
8.9
53
Not enough data
8.9
56
Not enough data
8.5
51
Not enough data
Management
8.6
50
Not enough data
8.5
53
Not enough data
8.6
54
Not enough data
8.5
54
Not enough data
Integration
8.8
55
Not enough data
8.4
54
Not enough data
8.5
51
Not enough data
ServiceNow Apps
9.0
7
Not enough data
9.8
7
Not enough data
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
8.4
43
|
Verified
9.3
288
|
Verified
8.6
45
|
Verified
9.2
279
|
Verified
8.2
44
|
Verified
8.9
225
|
Verified
8.1
43
|
Verified
9.0
226
|
Verified
6.8
40
8.6
176
|
Verified
Administration
8.1
43
|
Verified
8.9
229
|
Verified
8.2
47
|
Verified
9.2
270
|
Verified
8.2
47
|
Verified
9.0
294
|
Verified
8.3
41
|
Verified
8.7
219
|
Verified
8.4
39
|
Verified
9.0
226
|
Verified
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
7.9
84
8.6
32
6.9
79
7.5
27
8.3
88
8.8
34
8.7
91
9.2
38
8.7
91
8.6
35
8.5
88
9.4
31
8.9
91
9.3
37
Generative AI
6.8
19
Feature Not Available
Workforce Management
9.0
86
9.4
36
8.9
85
9.0
33
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.0
88
9.4
38
8.8
91
8.8
39
Customer Support
8.2
22
Not enough data
8.3
22
Not enough data
8.0
22
Not enough data
Automation
7.4
21
Not enough data
8.3
21
Not enough data
7.8
20
Not enough data
Artificial Intelligence
7.8
20
Not enough data
7.8
20
Not enough data
7.5
20
Not enough data
Generative AI
5.2
8
Not enough data
6.1
9
Not enough data
4.8
8
Not enough data
Communication
8.9
47
Not enough data
8.9
47
Not enough data
8.4
41
Not enough data
8.8
43
Not enough data
8.5
34
Not enough data
Internal Use
8.4
42
9.1
11
8.2
37
Not enough data
8.4
36
Not enough data
8.5
39
Not enough data
8.4
40
Not enough data
8.8
41
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.1
7
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.3
8
Self-Service Platform
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform
8.7
49
Not enough data
8.2
46
Not enough data
8.4
42
Not enough data
8.9
48
Not enough data
8.7
47
Not enough data
6.8
39
Not enough data
8.4
44
Not enough data
7.7
47
Not enough data
Workforce Management Platform Features
8.4
37
Not enough data
8.7
40
Not enough data
8.4
42
Not enough data
8.2
39
Not enough data
8.5
40
Not enough data
8.2
36
Not enough data
8.2
38
Not enough data
8.3
38
Not enough data
7.2
36
Not enough data
8.3
39
Not enough data
Categories
Categories
Shared Categories
Five9 Intelligent Cloud Contact Center Platform and NiCE CXone Mpower are categorized as Auto Dialer, Contact Center Workforce, Contact Center, Call Center Infrastructure (CCI), Speech Analytics, Contact Center Quality Assurance, and Customer Service Automation
Unique Categories
Five9 Intelligent Cloud Contact Center Platform is categorized as Call Compliance, Live Chat, Workforce Management, and ServiceNow Store Apps
NiCE CXone Mpower is categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Help Desk, Customer Self-Service, and Proactive Notification
Reviews
Reviewers' Company Size
Five9 Intelligent Cloud Contact Center Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
8.2%
Financial Services
7.8%
Insurance
7.3%
Information Technology and Services
6.7%
Telecommunications
5.3%
Other
64.7%
Consumer Services
10.3%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.6%
Most Helpful Reviews
Five9 Intelligent Cloud Contact Center Platform
Most Helpful Favorable Review
Wendy R.
Verified User in Marketing and Advertising
When we on-boarded with Five9, we received extensive one-on-one training with an account rep that was specifically assigned to us. He walked through every aspect of the system from back-end administrative tasks such as building a custom IVR hierarchy and...
Most Helpful Critical Review
Casey R.
Verified User in Computer Software
Thats about as far as the the conveniences went. When you set times to call back a client, flag a customer as disinterested, or remove someone from call list altogether, the system flat out never worked. Not one time. Can you imagine how angry customers...
NiCE CXone Mpower
Most Helpful Favorable Review
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Most Helpful Critical Review
Verified User in Computer & Network Security
Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.
Wendy R.
Verified User in Marketing and Advertising
When we on-boarded with Five9, we received extensive one-on-one training with an account rep that was specifically assigned to us. He walked through every aspect of the system from back-end administrative tasks such as building a custom IVR hierarchy and...
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Casey R.
Verified User in Computer Software
Thats about as far as the the conveniences went. When you set times to call back a client, flag a customer as disinterested, or remove someone from call list altogether, the system flat out never worked. Not one time. Can you imagine how angry customers...
Verified User in Computer & Network Security
Their communication internally is not good. We have been passed off from contact to contact without much knowledge transfer, and alot of our requests have been lost in the shuffle. We have had many issues over the course of this implementation.
Alternatives
Discussions
Does five9 have a mobile app?
2 comments
SA
No it is a software that helps connect to people outside of your countryRead more
Loyal customer call acceleration
1 comment
KG
I'm not certain - we don't use this functionality in our business, but I'm certain that Five9 would collaborate on a solution regardless.Read more
Does it ever pause or get frozen after a call
2 comments
MG
Yep when we first cut over to CX One our Agents Max Client kept freezing, and dropping the call. OR calls would come in and the Agent Leg would not connect...Read more
Are we working on a feature that would allow for the MyAgent box to remain on top of other windows?
1 comment
OS
Hi Emma. Thanks for your question. Please refer to our Customer Community at http://community.niceincontact.com . Our product team can answer any...Read more
What other features that you can do using inContact?
1 comment
JC
I'm not currently using their survey software but I was able to integrate with a third party that focuses on surveys and NPS. Most third parties have a very...Read more
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