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NiCE CXone Mpower vs. Zendesk 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

    Zendesk Suite

    Score8.8 out of 10
    N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    NiCE CXone MpowerZendesk 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
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    NiCE CXone MpowerZendesk Suite
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—20% discount available with annual pricing.
    More Pricing Information
    Community Pulse
    NiCE CXone MpowerZendesk Suite
    Considered Both Products
    NICE Systems
    No answer on this topic
    Zendesk
    Chose Zendesk Suite
    Salesforce is far more established but the price tag was too high for our small team. I would be surprised if we didn’t migrate to Salesforce when our team reaches a certain size
    Incentivized
    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
    NiCE CXone MpowerZendesk Suite
    Contact Center Software
    Comparison of Contact Center Software features of NiCE CXone Mpower and Zendesk Suite
    Feature
    NiCE CXone Mpower
    9.4
    582 Ratings
    Zendesk 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 Zendesk Suite
    Feature
    NiCE CXone Mpower
    9.4
    557 Ratings
    Zendesk Suite
    -
    Ratings
    Inbound call routing9.5512 Ratings00 Ratings
    Omnichannel inbound routing9.1374 Ratings00 Ratings
    Recording9.6496 Ratings00 Ratings
    Quality management9.0481 Ratings00 Ratings
    Call analytics9.3487 Ratings00 Ratings
    Historical reporting9.4480 Ratings00 Ratings
    Live reporting9.4466 Ratings00 Ratings
    Customer surveys9.5300 Ratings00 Ratings
    Customer interaction analytics9.6320 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of NiCE CXone Mpower and Zendesk Suite
    Feature
    NiCE CXone Mpower
    -
    Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets00 Ratings9.1153 Ratings
    Expert directory00 Ratings8.3102 Ratings
    Subscription-based notifications00 Ratings8.6106 Ratings
    ITSM collaboration and documentation00 Ratings8.5104 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of NiCE CXone Mpower and Zendesk Suite
    Feature
    NiCE CXone Mpower
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of NiCE CXone Mpower and Zendesk Suite
    Feature
    NiCE CXone Mpower
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    NiCE CXone MpowerZendesk Suite
    Likelihood to Recommend
    9.7
    (614 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    10.0
    (28 ratings)
    10.0
    (43 ratings)
    Usability
    9.3
    (588 ratings)
    8.9
    (65 ratings)
    Availability
    8.5
    (10 ratings)
    8.6
    (13 ratings)
    Performance
    7.9
    (10 ratings)
    8.0
    (10 ratings)
    Support Rating
    9.1
    (7 ratings)
    5.5
    (31 ratings)
    In-Person Training
    8.7
    (6 ratings)
    10.0
    (1 ratings)
    Online Training
    8.4
    (8 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    8.1
    (12 ratings)
    9.0
    (18 ratings)
    Configurability
    8.5
    (7 ratings)
    9.3
    (3 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)