Kayako vs NiCE CXone Mpower
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Kayako offers fewer features (42 vs 55) and more integrations (30 vs 7). Starting price: Kayako at $35/mo vs NiCE CXone Mpower at $110/mo. Kayako has 42 unique features while NiCE CXone Mpower has 55 unique features, with 0 features in common.
| Kayako | NiCE CXone Mpower | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 42 | 55 |
| AI-Powered Features | 3 | 29 |
| Starting Price | $35/mo | $110/mo |
| Pricing Tiers | 4 | 6 |
| Integrations | 30 | 7 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 71% | 90% |
Feature Comparison by Category
AI (0 vs 7)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| AI Routing | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| CX AI Core | ||
| Customer-facing Intelligent Virtual Agent | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
AI Assistant (0 vs 7)
| Feature | Kayako | 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 (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Agent Workspace |
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 4)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Customer Self-Service Automation | ||
| Interaction and Workflow Orchestration | ||
| Macros | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Workflow Builder |
Campaign Management (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Outbound Campaign Management |
Communication (12 vs 2)
| 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 | ||
| UCaaS (NiCE 1CX) | ||
| Video Chat | ||
| Visitor Monitoring | ||
| Voice and Digital Channels | ||
| 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 |
E-commerce (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Retail E-commerce Conversion Booster |
Engagement (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Industry-specific (0 vs 8)
| Feature | Kayako | 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 | Kayako | NiCE CXone Mpower |
|---|---|---|
| Cloud Infrastructure |
Integration (2 vs 6)
| 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 | ||
| Webhooks |
Knowledge Management (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal |
Productivity (5 vs 0)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Quality Management (0 vs 2)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Quality Management | ||
| Screen Recording |
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 |
Supervisor Tools (0 vs 1)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Supervisor Workspace |
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 |
Workforce Management (0 vs 3)
| Feature | Kayako | NiCE CXone Mpower |
|---|---|---|
| Performance Management | ||
| Workforce Engagement | ||
| Workforce Management |
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 (55)
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
Interaction Analytics
Prebuilt Dashboards and BI Reports
Voice of the Customer
Customer Self-Service Automation
+ 35 more unique features
View Kayako details View NiCE CXone Mpower details Kayako alternatives NiCE CXone Mpower alternatives
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