Amazon Connect vs NiCE CXone Mpower
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Amazon Connect offers fewer features (44 vs 55) and more integrations (15 vs 7). 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 53 unique features, with 2 features in common.
| Amazon Connect | NiCE CXone Mpower | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 44 | 55 |
| AI-Powered Features | 18 | 29 |
| Starting Price | Contact Sales | $110/mo |
| Pricing Tiers | 10 | 6 |
| Integrations | 15 | 7 |
| Shared Features | 2 | |
| Shared Integrations | 0 | |
| Data Quality | 85% | 90% |
Feature Comparison by Category
AI (9 vs 7)
| 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 | ||
| CX AI Core | ||
| Customer-facing Intelligent Virtual Agent | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
AI Assistant (0 vs 7)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
Agent Tools (2 vs 1)
| 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 4)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Customer Self-Service Automation | ||
| Drag-and-Drop Workflow Designer | ||
| Interaction and Workflow Orchestration | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Predictive Dialer | ||
| Rules Engine |
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 2)
| 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 | ||
| UCaaS (NiCE 1CX) | ||
| Video Calling and Screen Share | ||
| Voice and Digital Channels |
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 |
E-commerce (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Retail E-commerce Conversion Booster |
Engagement (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Industry-specific (0 vs 8)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems | ||
| Retail Interactions Hub |
Infrastructure (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Cloud Infrastructure |
Integration (6 vs 6)
| 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 | ||
| WhatsApp Business Integration |
Knowledge Management (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 |
Quality Management (0 vs 2)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Quality Management | ||
| Screen Recording |
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 |
Supervisor Tools (0 vs 1)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Supervisor Workspace |
Testing (1 vs 0)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Test and Simulate Experiences |
Workforce Management (3 vs 3)
| Feature | Amazon Connect | NiCE CXone Mpower |
|---|---|---|
| Forecasting and Agent Scheduling | ||
| Intelligent Agent Scheduling | ||
| Performance Management | ||
| Task Management | ||
| Workforce Engagement | ||
| Workforce Management |
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 (53)
Agentic AI Agents
AI Routing
AutoSummary
Customer-facing Intelligent Virtual Agent
CX AI Core
Proactive AI Agent
Proactive Patient Engagement AI Agent
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Industry Experience Insights
Interaction Analytics
Prebuilt Dashboards and BI Reports
Voice of the Customer
Customer Self-Service Automation
Interaction and Workflow Orchestration
+ 33 more unique features
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