NiCE CXone Mpower vs Zendesk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
NiCE CXone Mpower offers more features (54 vs 20) and more integrations (9 vs 6). Starting price: NiCE CXone Mpower at $110/mo vs Zendesk at Contact Sales. NiCE CXone Mpower has 53 unique features while Zendesk has 19 unique features, with 1 features in common.
| NiCE CXone Mpower | Zendesk | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 54 | 20 |
| AI-Powered Features | 26 | 7 |
| Starting Price | $110/mo | Contact Sales |
| Pricing Tiers | 10 | 8 |
| Integrations | 9 | 6 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 90% | 70% |
Feature Comparison by Category
AI (13 vs 3)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| AI Agents | ||
| AI Routing | ||
| Advanced AI Agents | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Bank Agent Assist | ||
| Copilot | ||
| 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 |
Agent Tools (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| 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 (3 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Automation | ||
| Customer Self-Service Automation | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation |
Banking (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Banking Engagement Hub |
Campaign Management (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Outbound Campaign Management |
Chat (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Chat Widget |
Compliance (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Recording and Compliance |
Contact Center (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Contact Center |
Engagement (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Gamification | ||
| Proactive Engagement |
Government (4 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Healthcare (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Healthcare Engagement Hub |
Infrastructure (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Cloud-based Contact Center |
Insurance (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Insurance Engagement and Compliance Hub |
Integration (7 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 | ||
| UCaaS (NiCE 1CX) |
Integrations (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| App and Integration Marketplace |
Knowledge (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 |
Omnichannel (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Digital Channels | ||
| Voice Channel |
Quality (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Quality Management |
Quality Management (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Quality Assurance |
Reporting (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Real-time Reporting and Analytics |
Retail (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Retail E-Commerce Conversion Booster | ||
| Retail Interactions Hub |
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 |
Ticketing (0 vs 1)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Ticketing System |
Workflow (1 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Interaction and Workflow Orchestration |
Workforce (3 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Performance Management | ||
| Screen Recording | ||
| Workforce Management |
Workforce Management (0 vs 2)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Workforce Engagement Bundle | ||
| Workforce Management |
Workspace (2 vs 0)
| Feature | NiCE CXone Mpower | Zendesk |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Unique Features
Only in NiCE CXone Mpower (53)
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
+ 33 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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