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- NiCE CXone Mpower
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- NiCE CXone Mpower-vs-Zoom Contact Center
Compare NiCE CXone Mpower and Zoom Contact Center 
At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Small-Business (44.7% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Starting at $69.00 1 Agent Per Month
NiCE 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 plansZoom Contact Center
Star Rating
(47)4.3 out of 5
Market Segments
Small-Business (44.7% of reviews)
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NICE CXone Mpower excels in its Ticket Creation User Experience with a score of 8.6, while Zoom Contact Center has not been rated in this area, indicating a potential gap in user satisfaction for ticket management.
- Reviewers mention that NICE CXone Mpower's Quality of Support is rated at 8.4, which is lower than Zoom Contact Center's impressive score of 9.0, suggesting that users may find more reliable assistance with Zoom.
- G2 users highlight the Ease of Setup for Zoom Contact Center, scoring 8.9 compared to NICE CXone Mpower's 8.0, indicating that users may find Zoom easier to implement in their operations.
- Users on G2 report that NICE CXone Mpower offers superior Dialing Options, with both Preview and Progressive Dialing scoring 9.0, while Zoom Contact Center's scores in these areas are not as high, suggesting a more robust dialing feature set in NICE CXone Mpower.
- Reviewers mention that NICE CXone Mpower's Workforce Management features, particularly in Agent Availability and Skills Management, both scoring 9.3, provide a more comprehensive solution compared to Zoom Contact Center's lower ratings in similar areas.
- Users say that NICE CXone Mpower's IVR capabilities are rated at 9.6, significantly higher than Zoom Contact Center's 7.6, indicating that NICE CXone Mpower may offer a more effective interactive voice response system for customer interactions.
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Pricing
Entry-Level Pricing
NiCE 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
Zoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
NiCE CXone Mpower
Free Trial is available
Zoom Contact Center
No trial information availableRatings
Meets Requirements
8.8
1,183
8.3
45
Ease of Use
8.7
1,199
8.7
46
Ease of Setup
8.0
441
7.9
37
Ease of Admin
8.3
436
8.4
35
Quality of Support
8.4
1,103
8.3
45
Has the product been a good partner in doing business?
8.3
433
8.8
35
Product Direction (% positive)
8.2
1,100
9.3
47
Features by Category
Ticket and Case Management
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
Not enough data
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
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
Not enough data
Platform
8.3
7
Not enough data
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
Not enough data
Dialing Options
8.9
310
|
Verified
Not enough data
9.0
286
|
Verified
Not enough data
8.9
277
|
Verified
Not enough data
Agent Tools
8.9
258
|
Verified
Not enough data
9.0
262
|
Verified
Not enough data
8.9
275
|
Verified
Not enough data
9.2
312
|
Verified
Not enough data
Automation
8.8
229
|
Verified
Not enough data
9.0
223
|
Verified
Not enough data
9.0
246
|
Verified
Not enough data
8.9
209
|
Verified
Not enough data
9.0
241
|
Verified
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Administration
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Not enough data
Knowledge Management
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Not enough data
Compliance
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Not enough data
Customer Support
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Not enough data
Data Security
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Not enough data
Administration
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
Generative AI
Not enough data
Not enough data
Quality Assurance
9.0
252
Not enough data
9.0
236
Not enough data
8.8
261
Not enough data
Engagement
9.0
237
Not enough data
9.0
249
Not enough data
8.8
237
Not enough data
Performance
8.9
236
Not enough data
9.2
255
Not enough data
Generative AI
5.2
17
Not enough data
5.4
17
Not enough data
Channels
9.1
619
|
Verified
8.8
38
8.5
321
|
Verified
6.7
29
8.5
347
|
Verified
7.6
32
8.3
291
|
Verified
7.4
32
8.5
345
|
Verified
6.6
31
Generative AI
7.0
42
7.6
30
Functions
8.8
647
|
Verified
8.2
38
9.0
685
|
Verified
8.8
39
8.9
541
|
Verified
8.8
34
8.7
380
|
Verified
7.2
30
8.8
451
|
Verified
7.0
27
9.0
547
|
Verified
8.2
34
8.8
549
|
Verified
7.5
34
8.7
491
|
Verified
7.2
35
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
8.6
510
|
Verified
7.6
32
8.9
540
|
Verified
9.0
34
8.6
636
|
Verified
7.7
38
9.0
507
|
Verified
8.4
37
8.9
424
|
Verified
7.8
31
Workforce Management
9.3
288
|
Verified
8.9
6
9.2
279
|
Verified
8.1
6
8.9
225
|
Verified
7.5
6
9.0
226
|
Verified
7.8
6
8.6
176
|
Verified
4.2
6
Administration
8.9
229
|
Verified
7.2
6
9.2
270
|
Verified
6.7
6
9.0
294
|
Verified
7.2
6
8.7
219
|
Verified
6.7
5
9.0
226
|
Verified
7.3
5
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
8.6
32
7.7
8
7.5
27
7.1
8
8.8
34
8.8
8
9.2
38
9.4
8
8.6
35
9.8
8
9.4
31
9.6
8
9.3
37
9.8
8
Generative AI
Feature Not Available
8.1
8
Workforce Management
9.4
36
8.3
8
9.0
33
7.9
8
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
9.4
38
8.6
7
8.8
39
9.0
8
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
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
Not enough data
Self-Service Platform
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
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
6.7
5
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
NiCE CXone Mpower and Zoom Contact Center are categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
NiCE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Speech Analytics, Auto Dialer, Help Desk, Customer Self-Service, and Proactive Notification
Zoom Contact Center has no unique categories
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom Contact Center
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
10.3%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.6%
Farming
19.1%
Financial Services
10.6%
Legal Services
6.4%
Hospital & Health Care
6.4%
Higher Education
6.4%
Other
51.1%
Most Helpful Reviews
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 Pharmaceuticals
Reporting is not great. Very limited what we can pull manually if need be.
Zoom Contact Center
Most Helpful Favorable Review
Verified User in Farming
Easy to use and navigate. I like how simply it is to find other people adn transfer calls. Also being able to go back and refernce old calls is awesome
Most Helpful Critical Review
Katrina C.
Verified User in Financial Services
Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up
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...
Verified User in Farming
Easy to use and navigate. I like how simply it is to find other people adn transfer calls. Also being able to go back and refernce old calls is awesome
Verified User in Pharmaceuticals
Reporting is not great. Very limited what we can pull manually if need be.
Katrina C.
Verified User in Financial Services
Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up
Alternatives
Discussions
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
Zoom Contact Center has no discussions with answers
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