TrustRadius: an HG Insights company

Amazon Connect vs. NiCE CXone Mpower

Save this comparison

Save this comparison

Amazon Connect

45 Reviews and Ratings

NiCE CXone Mpower

948 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.7 out of 10
    		N/ALaunched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

    $0

    per profile/per month

    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
    Amazon ConnectNiCE CXone Mpower
    Editions & Modules
    Customer Profiles
    $0.0025
    per profile/per month
    Chat
    $0
    per message
    Contact Lens (5 million+ monthly minutes)
    $0.0125
    per minute
    Contact Lens (first 5 million monthly minutes)
    $0.015
    per minute
    Voice
    $0.02
    per minute
    Voice ID
    $0.025
    per transaction
    Tasks
    $0.04
    per task
    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
    Amazon ConnectNiCE CXone Mpower
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Amazon ConnectNiCE CXone Mpower
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and NiCE CXone Mpower
    Feature
    Amazon Connect
    7.1
    4 Ratings
    NiCE CXone Mpower
    9.4
    582 Ratings
    Agent dashboard5.04 Ratings9.2560 Ratings
    Validate callers7.04 Ratings9.6472 Ratings
    Outbound response7.04 Ratings9.5491 Ratings
    Call forwarding7.04 Ratings9.3444 Ratings
    Click-to-call (CTC)7.04 Ratings9.2404 Ratings
    Warm transfer9.04 Ratings9.8532 Ratings
    Predictive dialing5.03 Ratings9.6318 Ratings
    Interactive voice response6.04 Ratings9.5377 Ratings
    REST APIs9.03 Ratings9.3302 Ratings
    Call scripts5.04 Ratings9.2323 Ratings
    Call tracking7.04 Ratings9.5511 Ratings
    Multichannel integration9.04 Ratings9.3365 Ratings
    CRM software integration9.04 Ratings9.0366 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and NiCE CXone Mpower
    Feature
    Amazon Connect
    5.7
    4 Ratings
    NiCE CXone Mpower
    9.4
    557 Ratings
    Inbound call routing9.04 Ratings9.5512 Ratings
    Omnichannel inbound routing5.04 Ratings9.1374 Ratings
    Recording7.04 Ratings9.6496 Ratings
    Quality management7.04 Ratings9.1481 Ratings
    Call analytics3.04 Ratings9.2487 Ratings
    Historical reporting5.04 Ratings9.4480 Ratings
    Live reporting5.04 Ratings9.4466 Ratings
    Customer surveys5.04 Ratings9.5300 Ratings
    Customer interaction analytics5.04 Ratings9.6320 Ratings
    User Ratings
    Amazon ConnectNiCE CXone Mpower
    Likelihood to Recommend
    7.0
    (4 ratings)
    9.7
    (614 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    10.0
    (28 ratings)
    Usability
    -
    (0 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)