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Google Cloud Contact Center AI vs. NiCE CXone Mpower

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Google Cloud Contact Center AI

34 Reviews and Ratings

NiCE CXone Mpower

948 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Google Cloud Contact Center AI

    Score7 out of 10
    		N/AGoogle has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A

    NiCE CXone Mpower

    Score8.9 out of 10
    		N/ANICE 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

    Pricing
    Google Cloud Contact Center AINiCE CXone Mpower
    Editions & Modules
    No answers on this topic
    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
    Offerings
    Pricing Offerings
    Google Cloud Contact Center AINiCE CXone Mpower
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Google Cloud Contact Center AINiCE CXone Mpower
    Considered Both Products
    Google
    Genevieve Flannery
    Engagement Coach in Social Media at STARTEK (Automotive, 501-1000 employees)
    Chose Google Cloud Contact Center AI
    Google Cloud Contact Center AI allows more versatility than NICE CXone. CXone also does not offer virtual agents. CXone is a little more robust in terms of handling large call volumes without a hiccup, but since Google is better able to route calls, volume increases are easily …
    Incentivized
    NICE Systems
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Google Cloud Contact Center AINiCE CXone Mpower
    Contact Center Software
    Comparison of Contact Center Software features of Google Cloud Contact Center AI and NiCE CXone Mpower
    Feature
    Google Cloud Contact Center AI
    8.4
    13 Ratings
    NiCE CXone Mpower
    9.4
    582 Ratings
    Agent dashboard8.513 Ratings9.2560 Ratings
    Validate callers7.911 Ratings9.6472 Ratings
    Outbound response8.211 Ratings9.5491 Ratings
    Call forwarding8.611 Ratings9.3444 Ratings
    Click-to-call (CTC)8.911 Ratings9.3404 Ratings
    Warm transfer8.810 Ratings9.8532 Ratings
    Predictive dialing8.39 Ratings9.5318 Ratings
    Interactive voice response8.411 Ratings9.5377 Ratings
    REST APIs7.211 Ratings9.3302 Ratings
    Call scripts8.111 Ratings9.2323 Ratings
    Call tracking8.411 Ratings9.5511 Ratings
    Multichannel integration8.712 Ratings9.2365 Ratings
    CRM software integration8.711 Ratings9.0366 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Google Cloud Contact Center AI and NiCE CXone Mpower
    Feature
    Google Cloud Contact Center AI
    8.5
    13 Ratings
    NiCE CXone Mpower
    9.4
    557 Ratings
    Inbound call routing8.312 Ratings9.5512 Ratings
    Omnichannel inbound routing8.111 Ratings9.1374 Ratings
    Recording8.813 Ratings9.6496 Ratings
    Quality management8.911 Ratings9.0481 Ratings
    Call analytics9.012 Ratings9.3487 Ratings
    Historical reporting9.011 Ratings9.4480 Ratings
    Live reporting8.410 Ratings9.4466 Ratings
    Customer surveys8.18 Ratings9.5300 Ratings
    Customer interaction analytics8.410 Ratings9.6320 Ratings
    User Ratings
    Google Cloud Contact Center AINiCE CXone Mpower
    Likelihood to Recommend
    8.5
    (13 ratings)
    9.7
    (614 ratings)
    Likelihood to Renew
    9.0
    (1 ratings)
    10.0
    (28 ratings)
    Usability
    9.0
    (1 ratings)
    9.3
    (588 ratings)
    Availability
    -
    (0 ratings)
    8.5
    (10 ratings)
    Performance
    -
    (0 ratings)
    7.9
    (10 ratings)
    Support Rating
    -
    (0 ratings)
    9.1
    (7 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (6 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (8 ratings)
    Implementation Rating
    -
    (0 ratings)
    8.1
    (12 ratings)
    Configurability
    -
    (0 ratings)
    8.5
    (7 ratings)
    Ease of integration
    -
    (0 ratings)
    7.3
    (7 ratings)
    Product Scalability
    -
    (0 ratings)
    7.6
    (10 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.9
    (9 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.9
    (9 ratings)