NICE 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
Talkdesk
Score 8.5 out of 10
N/A
Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
$85
per month per user
Pricing
NiCE CXone Mpower
Talkdesk
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
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Voice Essentials
$105
per month per user
CX Cloud Elite
$145
per month per user
CX Cloud Elite
$165
per month per user
Industry Experience Clouds
$225
Offerings
Pricing Offerings
NiCE CXone Mpower
Talkdesk
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
—
*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
More Pricing Information
Community Pulse
NiCE CXone Mpower
Talkdesk
Considered Both Products
NiCE CXone Mpower
No answer on this topic
Talkdesk
Verified User
Professional
Chose Talkdesk
Talkdesk meets our needs well and struck the right balance between features and price. It had all the capabilities we are looking for and has been easy to integrate and maintain. Their tech stacks up well against competitors and we did not feel we we were missing out on any …
We selected Talkdesk only because we were getting mixed country data on Zendesk and thus felt the need to move to our own system. Zendesk provides data such as first response time, tracing a call and the transfers and changes in that process is easier, drawing data is far …
The new features that Talkdesk has made it easier for us as a company to make the change, the software is easy for agents/supervisors and managers to work with. They are always trying to improve the features as well as Support is awesome to work with.
Talkdesk doesn't require code writing and/or programing. It's a super easy "off the shelf" solution. Agents also find their interface super easy to understand.
The reporting features and usability is much better than these other two options. 8x8 and Incontact (NICE CXone) were good when we had a smaller team of 10 to 20 agents on phones, but now that our customer service center is 50+, Talkdesk was able to handle the growth, and then …
Talkdesk was a lot cheaper than all of the alternatives and the level of features that they provided combined with the time it would take to go live made it an easy choice to choose Talkdesk over the heavier competitors.
inContact has all the functionality but it's clunky and support is not as great. Five9 is a great price but the UI is not as strong. We chose Talkdesk because we wanted something we could use as we grow. We also thought Talkdesk had the most potential for being a leader in the …
Talkdesk has trouble stacking up against these other major players when it comes to a traditional cloud contact center. The other platforms are more mature and loaded with out of the box features and integrations. However, Talkdesk has something that the others cannot provide …
Incontact was functional, but hard to use and understand, especially for newer employees. While the incontact call routing was expansive, their interface was also a little clunky. Incontact also did not integrate with any of the third party products that use here, which was a …
It has been good to integrate with our CRM, but Nice was more flexible on customization. Granted it took more time and back end knowledge from us to build out the Nice system how we wanted it, but it was well worth it for the customization aspects. The ability to integrate and …
Features
NiCE CXone Mpower
Talkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NiCE CXone Mpower
9.4
582 Ratings
13% above category average
Talkdesk
7.7
470 Ratings
7% below category average
Agent dashboard
9.3560 Ratings
7.6450 Ratings
Validate callers
9.6472 Ratings
8.6397 Ratings
Outbound response
9.5491 Ratings
7.1413 Ratings
Call forwarding
9.4444 Ratings
7.1403 Ratings
Click-to-call (CTC)
9.1404 Ratings
8.5375 Ratings
Warm transfer
9.8532 Ratings
8.8425 Ratings
Predictive dialing
9.7318 Ratings
8.2219 Ratings
Interactive voice response
9.6377 Ratings
8.0300 Ratings
REST APIs
9.3302 Ratings
7.9236 Ratings
Call scripts
9.2323 Ratings
7.0213 Ratings
Call tracking
9.5511 Ratings
8.3418 Ratings
Multichannel integration
9.4365 Ratings
7.4305 Ratings
CRM software integration
9.0366 Ratings
5.9361 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
There can be changes in interface of the app, however it's still very good
I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.
The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
