Kayako vs NiCE CXone Mpower
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Kayako offers fewer features (42 vs 54) and more integrations (30 vs 9). Starting price: Kayako at $35/mo vs NiCE CXone Mpower at $110/mo. Kayako has 42 unique features while NiCE CXone Mpower has 54 unique features, with 0 features in common.
| Kayako | NiCE CXone Mpower | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 42 | 54 |
| AI-Powered Features | 3 | 26 |
| Starting Price | $35/mo | $110/mo |
| Pricing Tiers | 4 | 10 |
| Integrations | 30 | 9 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 71% | 90% |
Feature Comparison by Category
AI (0 vs 13)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| AI Routing | ||
| Agentic AI Agents | ||
| 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 |
Analytics (4 vs 4)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| CSAT Surveys | ||
| Chat Ratings | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Reports & Analytics | ||
| Sentiment Analysis | ||
| Voice of the Customer |
Automation (4 vs 3)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Customer Self-Service Automation | ||
| Macros | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Workflow Builder |
Banking (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Banking Engagement Hub |
Campaign Management (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Outbound Campaign Management |
Communication (12 vs 0)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Chat Pre-Chat Forms | ||
| Chat Transfer | ||
| Co-browsing | ||
| Live Chat | ||
| Multi-Channel Support | ||
| Offline Messages | ||
| Proactive Invitations | ||
| Social Media Integration | ||
| Typing Indicators | ||
| Video Chat | ||
| Visitor Monitoring | ||
| WhatsApp Integration |
Compliance (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Recording and Compliance |
Customization (1 vs 0)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Custom Branding |
Engagement (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Government (0 vs 4)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Healthcare (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Healthcare Engagement Hub |
Infrastructure (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Cloud-based Contact Center |
Insurance (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Insurance Engagement and Compliance Hub |
Integration (2 vs 7)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| API Access | ||
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations | ||
| Seamless Integrations | ||
| UCaaS (NiCE 1CX) | ||
| Webhooks |
Knowledge (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal |
Omnichannel (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Digital Channels | ||
| Voice Channel |
Productivity (5 vs 0)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Quality (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Quality Management |
Retail (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Retail E-Commerce Conversion Booster | ||
| Retail Interactions Hub |
Routing (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Omnichannel Routing and Orchestration |
Security (3 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Audit Logs | ||
| Role-Based Access Control | ||
| Trusted Identity & Messaging | ||
| Two-Factor Authentication |
Support Management (11 vs 0)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Agent Groups | ||
| Community Forum | ||
| Custom Fields | ||
| Customer Profiles | ||
| Email Forwarding | ||
| Help Desk | ||
| Internal Notes | ||
| Knowledge Base | ||
| SLA Management | ||
| Self-Service Portal | ||
| Ticket Assignment |
Workflow (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Interaction and Workflow Orchestration |
Workforce (0 vs 3)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Performance Management | ||
| Screen Recording | ||
| Workforce Management |
Workspace (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Unique Features
Only in Kayako (42)
Chat Ratings
CSAT Surveys
Reports & Analytics
Sentiment Analysis
AI-Powered Chatbot
Article Recommendations
Macros
Workflow Builder
Chat Pre-Chat Forms
Chat Transfer
Co-browsing
Live Chat
Multi-Channel Support
Offline Messages
Proactive Invitations
Social Media Integration
Typing Indicators
Video Chat
Visitor Monitoring
WhatsApp Integration
+ 22 more unique features
Only in NiCE CXone Mpower (54)
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
+ 34 more unique features
View Kayako details View NiCE CXone Mpower details Kayako alternatives NiCE CXone Mpower alternatives
Want to build your own alternative to Kayako or NiCE CXone Mpower?
Analyze it with Reap