Amazon Connect vs NiCE CXone Mpower
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Amazon Connect offers fewer features (44 vs 54) and more integrations (15 vs 9). Starting price: Amazon Connect at Contact Sales vs NiCE CXone Mpower at $110/mo. Amazon Connect has 42 unique features while NiCE CXone Mpower has 52 unique features, with 2 features in common.
| Amazon Connect | NiCE CXone Mpower | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 44 | 54 |
| AI-Powered Features | 18 | 26 |
| Starting Price | Contact Sales | $110/mo |
| Pricing Tiers | 10 | 10 |
| Integrations | 15 | 9 |
| Shared Features | 2 | |
| Shared Integrations | 0 | |
| Data Quality | 85% | 90% |
Feature Comparison by Category
AI (9 vs 13)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| AI Routing | ||
| AI-Powered Agent Assist | ||
| AI-Powered Case Summarization | ||
| AI-Powered Post-Contact Summaries | ||
| AI-Powered Self-Service | ||
| Agentic AI Agents | ||
| Amazon Bedrock Integration | ||
| Amazon Bedrock Knowledge Bases | ||
| Amazon Lex Integration | ||
| Amazon Polly Integration | ||
| AutoSummary | ||
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors |
Agent Tools (2 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Agent Workspace | ||
| Step-by-Step Agent Guides |
Analytics (5 vs 4)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Conversational Analytics | ||
| Custom Metrics and Dashboards | ||
| Flow Designer Analytics | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Performance Evaluations | ||
| Prebuilt Dashboards and BI Reports | ||
| Real-Time Operational Visibility | ||
| Voice of the Customer |
Automation (3 vs 3)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Customer Self-Service Automation | ||
| Drag-and-Drop Workflow Designer | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Predictive Dialer | ||
| Rules Engine |
Banking (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Banking Engagement Hub |
Campaign Management (1 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Campaigns |
Case Management (1 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Cases Management |
Communication (8 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Chat and Messaging | ||
| Customer First Callbacks | ||
| Email Management | ||
| High-Quality Audio | ||
| In-App and Web Calling | ||
| Omnichannel Communication | ||
| Telephony Management | ||
| Video Calling and Screen Share |
Compliance (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Recording and Compliance |
Customer Data (2 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Customer Profiles | ||
| Unified Customer Profiles |
Engagement (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Government (0 vs 4)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Healthcare (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Healthcare Engagement Hub |
Infrastructure (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Cloud-based Contact Center |
Insurance (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Insurance Engagement and Compliance Hub |
Integration (6 vs 7)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| AWS Lambda Integration | ||
| Apple Messages for Business Integration | ||
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| External Voice Connector | ||
| Prebuilt CRM Integrations | ||
| Seamless Integrations | ||
| Third-Party Application Integration | ||
| Third-Party Speech Integration | ||
| UCaaS (NiCE 1CX) | ||
| WhatsApp Business Integration |
Knowledge (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal |
Monitoring (1 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Screen Recording |
Omnichannel (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Digital Channels | ||
| Voice Channel |
Quality (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Quality Management |
Retail (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Retail E-Commerce Conversion Booster | ||
| Retail Interactions Hub |
Routing (2 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Omnichannel Routing | ||
| Omnichannel Routing and Orchestration | ||
| Skills-Based Routing |
Security (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Trusted Identity & Messaging |
Testing (1 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Test and Simulate Experiences |
Workflow (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Interaction and Workflow Orchestration |
Workforce (0 vs 3)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Performance Management | ||
| Screen Recording | ||
| Workforce Management |
Workforce Management (3 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Forecasting and Agent Scheduling | ||
| Intelligent Agent Scheduling | ||
| Task Management |
Workspace (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Unique Features
Only in Amazon Connect (42)
Step-by-Step Agent Guides
AI-Powered Agent Assist
AI-Powered Case Summarization
AI-Powered Post-Contact Summaries
AI-Powered Self-Service
Amazon Bedrock Integration
Amazon Bedrock Knowledge Bases
Amazon Lex Integration
Amazon Polly Integration
Speech and Voice Capabilities
Conversational Analytics
Custom Metrics and Dashboards
Flow Designer Analytics
Performance Evaluations
Real-Time Operational Visibility
Drag-and-Drop Workflow Designer
Predictive Dialer
Rules Engine
Outbound Campaigns
Cases Management
+ 22 more unique features
Only in NiCE CXone Mpower (52)
Agentic AI Agents
AI Routing
AutoSummary
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Customer-facing Intelligent Virtual Agent
Healthcare Agent Assist
Insurance Agent Assist
Proactive AI Agent
Proactive Patient Engagement AI Agent
Retail Agent Assist
Industry Experience Insights
Interaction Analytics
Prebuilt Dashboards and BI Reports
Voice of the Customer
Customer Self-Service Automation
Patient Self-Service Automation
Policyholder Self-Service Automation
+ 32 more unique features
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