Five9 vs NiCE CXone Mpower
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Five9 offers fewer features (53 vs 55) and more integrations (13 vs 7). Starting price: Five9 at $119/mo vs NiCE CXone Mpower at $110/mo. Five9 has 51 unique features while NiCE CXone Mpower has 53 unique features, with 2 features in common.
| Five9 | NiCE CXone Mpower | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 53 | 55 |
| AI-Powered Features | 13 | 29 |
| Starting Price | $119/mo | $110/mo |
| Pricing Tiers | 5 | 6 |
| Integrations | 13 | 7 |
| Shared Features | 2 | |
| Shared Integrations | 0 | |
| Data Quality | 95% | 90% |
Feature Comparison by Category
AI (6 vs 7)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| AI Agents | ||
| AI Knowledge | ||
| AI Routing | ||
| AI Summaries | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| CX AI Core | ||
| Conversational AI | ||
| Customer-facing Intelligent Virtual Agent | ||
| Genius AI | ||
| Intelligent Virtual Agent (IVA) | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
AI Assistant (0 vs 7)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI Development (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Five9 GenAI Studio |
Agent Management (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Gamification |
Agent Tools (2 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Agent Assist | ||
| Agent Workspace | ||
| Omnichannel Agent Desktop |
Analytics (8 vs 4)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| AI Insights | ||
| Aceyus Vue | ||
| Aceyus Vue Dashboards | ||
| Five9 Analytics | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Operational Intelligence | ||
| Performance Management Dashboard | ||
| Prebuilt Dashboards and BI Reports | ||
| Reporting & Analytics | ||
| Voice of the Customer |
Automation (1 vs 4)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Customer Self-Service Automation | ||
| Interaction and Workflow Orchestration | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Workflow Automation |
Campaign Management (0 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Outbound Campaign Management |
Channels (6 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Chat | ||
| Email Management | ||
| Live Video | ||
| SMS/MMS | ||
| Social Messaging | ||
| Voice Channel |
Communication (0 vs 2)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| UCaaS (NiCE 1CX) | ||
| Voice and Digital Channels |
Compliance (1 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Extra Storage | ||
| Recording and Compliance |
Contact Center Operations (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Blended Inbound/Outbound |
Customer Experience (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Customer Journey Mapping |
Development (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| APIs & SDKs |
Digital Engagement (2 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Digital Outreach | ||
| Social Media Automation |
E-commerce (0 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Retail E-commerce Conversion Booster |
Engagement (0 vs 2)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Governance (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| AI Trust & Governance |
Industry-specific (0 vs 8)
| Feature | Five9 | 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 (1 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Cloud Infrastructure | ||
| Geo Redundancy |
Integration (0 vs 6)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations | ||
| Seamless Integrations |
Integrations (2 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| CRM Integrations | ||
| UC & UCaaS Integrations |
Knowledge Management (0 vs 2)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal |
Management (3 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Admin Console | ||
| Agent & Supervisor Consoles | ||
| Supervisor Tools |
Outbound (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Dialer |
Payment Processing (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Secure Pay |
Quality & Compliance (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Quality Management (QM) |
Quality Management (0 vs 2)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Quality Management | ||
| Screen Recording |
Recording & Analysis (2 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Call Recording | ||
| Live Transcription |
Routing (0 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Omnichannel Routing and Orchestration |
Security (0 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Trusted Identity & Messaging |
Security & Compliance (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| WFO Recording Data Protection |
Self-Service (2 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| IVR with Speech Recognition | ||
| Interactive Voice Response (IVR) |
Services (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Five9 Professional Services |
Supervisor Tools (0 vs 1)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Supervisor Workspace |
Support Services (3 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Admin Assist | ||
| Five9 Customer Success Bundles | ||
| Technical Account Manager (TAM) |
Voice (1 vs 0)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Five9 Global Voice |
Workforce Management (2 vs 3)
| Feature | Five9 | NiCE CXone Mpower |
|---|---|---|
| Performance Management | ||
| Workforce Engagement | ||
| Workforce Management | ||
| Workforce Management (WFM) | ||
| Workforce Optimization |
Unique Features
Only in Five9 (51)
Agent Assist
Omnichannel Agent Desktop
AI Agents
AI Knowledge
AI Summaries
Conversational AI
Genius AI
Intelligent Virtual Agent (IVA)
Five9 GenAI Studio
Aceyus Vue
Aceyus Vue Dashboards
AI Insights
Five9 Analytics
Operational Intelligence
Performance Management Dashboard
Reporting & Analytics
Workflow Automation
Chat
Email Management
Live Video
+ 31 more unique features
Only in NiCE CXone Mpower (53)
Agent Workspace
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
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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