NiCE CXone Mpower vs Zendesk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
NiCE CXone Mpower offers more features (55 vs 20) and more integrations (7 vs 6). Starting price: NiCE CXone Mpower at $110/mo vs Zendesk at Contact Sales. NiCE CXone Mpower has 54 unique features while Zendesk has 19 unique features, with 1 features in common.
| NiCE CXone Mpower | Zendesk | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 55 | 20 |
| AI-Powered Features | 29 | 7 |
| Starting Price | $110/mo | Contact Sales |
| Pricing Tiers | 6 | 8 |
| Integrations | 7 | 6 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 90% | 70% |
Feature Comparison by Category
AI (7 vs 3)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| AI Agents | ||
| AI Routing | ||
| Advanced AI Agents | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| CX AI Core | ||
| Copilot | ||
| Customer-facing Intelligent Virtual Agent | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
AI Assistant (7 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
Agent Tools (1 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Agent Workspace | ||
| Unified Agent Workspace |
Analytics (4 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Visitor Monitoring | ||
| Voice of the Customer |
Automation (4 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Automation | ||
| Customer Self-Service Automation | ||
| Interaction and Workflow Orchestration | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation |
Campaign Management (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Outbound Campaign Management |
Chat (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Chat Widget |
Communication (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| UCaaS (NiCE 1CX) | ||
| Voice and Digital Channels |
Compliance (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Recording and Compliance |
Contact Center (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Contact Center |
E-commerce (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Retail E-commerce Conversion Booster |
Engagement (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Industry-specific (8 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| 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 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Cloud Infrastructure |
Integration (6 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| 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 (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| App and Integration Marketplace |
Knowledge Management (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal |
Localization (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Multilingual Support |
Messaging (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Omnichannel Support |
Quality Management (2 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Quality Assurance | ||
| Quality Management | ||
| Screen Recording |
Reporting (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Real-time Reporting and Analytics |
Routing (1 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Omnichannel Routing | ||
| Omnichannel Routing and Orchestration |
Security (1 vs 2)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Advanced Data Privacy and Protection | ||
| Data Privacy and Protection | ||
| Trusted Identity & Messaging |
Self-Service (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Help Center |
Supervisor Tools (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Supervisor Workspace |
Ticketing (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Ticketing System |
Workforce Management (3 vs 2)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Performance Management | ||
| Workforce Engagement | ||
| Workforce Engagement Bundle | ||
| Workforce Management |
Unique Features
Only in NiCE CXone Mpower (54)
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
+ 34 more unique features
Only in Zendesk (19)
Unified Agent Workspace
Advanced AI Agents
AI Agents
Copilot
Visitor Monitoring
Automation
Chat Widget
Contact Center
App and Integration Marketplace
Multilingual Support
Omnichannel Support
Quality Assurance
Real-time Reporting and Analytics
Omnichannel Routing
Advanced Data Privacy and Protection
Data Privacy and Protection
Help Center
Ticketing System
Workforce Engagement Bundle
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