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NiCE CXone Mpower vs. OpenTouch Customer Service Suite

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NiCE CXone Mpower

948 Reviews and Ratings

OpenTouch Customer Service Suite

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    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

    OpenTouch Customer Service Suite

    		N/AN/AAlcatel-Lucent offers their suite of modular call center management applications under the name of OpenTouch Customer Service (OTCS).N/A
    Pricing
    NiCE CXone MpowerOpenTouch Customer Service Suite
    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
    No answers on this topic
    Offerings
    Pricing Offerings
    NiCE CXone MpowerOpenTouch Customer Service Suite
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    NiCE CXone MpowerOpenTouch Customer Service Suite
    Contact Center Software
    Comparison of Contact Center Software features of NiCE CXone Mpower and OpenTouch Customer Service Suite
    Feature
    NiCE CXone Mpower
    9.4
    582 Ratings
    OpenTouch Customer Service Suite
    -
    Ratings
    Agent dashboard9.2560 Ratings00 Ratings
    Validate callers9.6472 Ratings00 Ratings
    Outbound response9.5491 Ratings00 Ratings
    Call forwarding9.3444 Ratings00 Ratings
    Click-to-call (CTC)9.2404 Ratings00 Ratings
    Warm transfer9.8532 Ratings00 Ratings
    Predictive dialing9.6318 Ratings00 Ratings
    Interactive voice response9.5377 Ratings00 Ratings
    REST APIs9.3302 Ratings00 Ratings
    Call scripts9.2323 Ratings00 Ratings
    Call tracking9.5511 Ratings00 Ratings
    Multichannel integration9.3365 Ratings00 Ratings
    CRM software integration9.0366 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of NiCE CXone Mpower and OpenTouch Customer Service Suite
    Feature
    NiCE CXone Mpower
    9.4
    557 Ratings
    OpenTouch Customer Service Suite
    -
    Ratings
    Inbound call routing9.5512 Ratings00 Ratings
    Omnichannel inbound routing9.1374 Ratings00 Ratings
    Recording9.6496 Ratings00 Ratings
    Quality management9.1481 Ratings00 Ratings
    Call analytics9.2487 Ratings00 Ratings
    Historical reporting9.4480 Ratings00 Ratings
    Live reporting9.4466 Ratings00 Ratings
    Customer surveys9.5300 Ratings00 Ratings
    Customer interaction analytics9.6320 Ratings00 Ratings
    User Ratings
    NiCE CXone MpowerOpenTouch Customer Service Suite
    Likelihood to Recommend
    9.7
    (614 ratings)
    -
    (0 ratings)
    Likelihood to Renew
    10.0
    (28 ratings)
    -
    (0 ratings)
    Usability
    9.3
    (588 ratings)
    -
    (0 ratings)
    Availability
    8.5
    (10 ratings)
    -
    (0 ratings)
    Performance
    7.9
    (10 ratings)
    -
    (0 ratings)
    Support Rating
    9.1
    (7 ratings)
    -
    (0 ratings)
    In-Person Training
    8.7
    (6 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (8 ratings)
    -
    (0 ratings)
    Implementation Rating
    8.1
    (12 ratings)
    -
    (0 ratings)
    Configurability
    8.5
    (7 ratings)
    -
    (0 ratings)
    Ease of integration
    7.3
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    7.6
    (10 ratings)
    -
    (0 ratings)
    Vendor post-sale
    7.9
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.9
    (9 ratings)
    -
    (0 ratings)