NiCE CXone Mpower
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How to Replace NiCE CXone MpowerOverview
Features
54 features across 21 categories
AI(13)
Accelerate AI adoption and scale AI-first experiences seamlessly across customer experience
Intelligent AI-powered routing of customer interactions
Automatically generate summaries of customer interactions
AI-driven knowledge and assistance for banking agents
AI-powered assistant providing real-time guidance to customer service agents
AI-powered insights and guidance for business leaders and executives
AI-powered assistant for supervisors to manage teams and interactions
AI-powered virtual agent for automating customer interactions
AI-driven knowledge and assistance for healthcare agents
AI-driven knowledge and assistance for insurance agents
AI agent that proactively engages customers based on their journey
AI agent for proactively engaging patients throughout their care journey
AI-driven knowledge and assistance for retail agents
Analytics(4)
GenAI-powered insights for identifying automation opportunities and benchmarking performance
Analyze customer interactions for insights and improvements
Pre-configured dashboards and business intelligence reporting
Capture and analyze customer feedback and sentiment
Automation(3)
Automate customer interactions with trusted knowledge and conversational flows
Automate healthcare interactions with trained conversational flows
Automate insurance interactions from quote generation to renewals
Banking(1)
Industry-specific hub integrating core financial systems for digital banking
Campaign Management(1)
Manage and orchestrate outbound customer campaigns
Compliance(1)
Record and maintain compliance for customer interactions
Engagement(2)
Gamification features to motivate and engage agents
Proactively engage customers at key moments in their journey
Government(4)
Government solution for helping candidates through journey and staff onboarding
Solution for enhancing student engagement and preventing attrition
Government solution for managing beneficiary communication and enrollment
Solution for proactive communication with pension members
Healthcare(1)
Healthcare-specific hub connecting EHR with patient experience environment
Infrastructure(1)
Run customer service on a smart, secure platform built to scale and simplify as you grow
Insurance(1)
Insurance-specific hub connecting systems for holistic customer view
Integration(7)
Flexibility to integrate your own AI agent assistant
Ability to integrate your own knowledge management system
Flexibility to use your own transcription service
Ability to integrate your own virtual agent solution
Pre-configured integrations with popular CRM systems
Pre-built integrations, open APIs, and simple tools for fast connectivity
Unified Communications as a Service integration
Knowledge(2)
Self-service portal enabling customers to find answers independently
Centralized portal for employees to access knowledge and resources
Omnichannel(2)
Support for multiple digital communication channels
Support for voice-based customer interactions
Quality(1)
Monitor and manage quality of customer interactions
Retail(2)
Leverage web visitor telemetry to decrease friction and increase conversion rates
Retail-specific hub for managing interaction recording and compliance
Routing(1)
Intelligent routing and orchestration across multiple customer channels
Security(1)
Voice biometrics and secure messaging for authenticated interactions and fraud prevention
Workflow(1)
Evolve from interaction management to workflow orchestration across the entire organization
Workforce(3)
Track and manage agent and team performance metrics
Record agent screen activity for quality and training purposes
Manage workforce scheduling, forecasting, and optimization
Workspace(2)
Unified workspace for agents to manage customer interactions
Dedicated workspace for supervisors to monitor and manage teams
Pricing
CXone Mpower Omnichannel Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Screen Recording
- ✓Quality Management
- ✓Workforce Management
- ✓Performance Management
- ✓Voice of the Customer
- ✓Interaction Analytics
- ✓AutoSummary
- ✓Copilot for Agents
- ✓Copilot for Supervisors
- ✓Copilot for Leaders
- ✓Gamification
- ✓Employee knowledge portal
- ✓Customer-facing intelligent virtual agent
- ✓Customer-facing knowledge portal
- ✓Agent workspace
- ✓Supervisor workspace
- ✓Prebuilt dashboards and BI reports
- ✓Bring your own transcription
- ✓Prebuilt CRM integrations
- ✓Bring your own knowledge base
- ✓Bring your own agent assistant
- ✓Bring your own virtual agent
- ✓UCaaS (NiCE 1CX)
CXone Mpower Essential Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Screen Recording
- ✓Quality Management
- ✓Workforce Management
- ✓Performance Management
- ✓Voice of the Customer
- ✓Interaction Analytics
- ✓AutoSummary
- ✓Copilot for Agents
- ✓Copilot for Supervisors
- ✓Copilot for Leaders
- ✓Gamification
- ✓Employee knowledge portal
- ✓Customer-facing intelligent virtual agent
- ✓Customer-facing knowledge portal
- ✓Agent workspace
- ✓Supervisor workspace
- ✓Prebuilt dashboards and BI reports
- ✓Bring your own transcription
- ✓Prebuilt CRM integrations
- ✓Bring your own knowledge base
- ✓Bring your own agent assistant
- ✓Bring your own virtual agent
- ✓UCaaS (NiCE 1CX)
CXone Mpower Core Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Screen Recording
- ✓Quality Management
- ✓Workforce Management
- ✓Performance Management
- ✓Voice of the Customer
- ✓Interaction Analytics
- ✓AutoSummary
- ✓Copilot for Agents
- ✓Copilot for Supervisors
- ✓Copilot for Leaders
- ✓Gamification
- ✓Employee knowledge portal
- ✓Customer-facing intelligent virtual agent
- ✓Customer-facing knowledge portal
- ✓Agent workspace
- ✓Supervisor workspace
- ✓Prebuilt dashboards and BI reports
- ✓Bring your own transcription
- ✓Prebuilt CRM integrations
- ✓Bring your own knowledge base
- ✓Bring your own agent assistant
- ✓Bring your own virtual agent
- ✓UCaaS (NiCE 1CX)
CXone Mpower Complete Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Screen Recording
- ✓Quality Management
- ✓Workforce Management
- ✓Performance Management
- ✓Voice of the Customer
- ✓Interaction Analytics
- ✓AutoSummary
- ✓Copilot for Agents
- ✓Copilot for Supervisors
- ✓Copilot for Leaders
- ✓Gamification
- ✓Employee knowledge portal
- ✓Customer-facing intelligent virtual agent
- ✓Customer-facing knowledge portal
- ✓Agent workspace
- ✓Supervisor workspace
- ✓Prebuilt dashboards and BI reports
- ✓Bring your own transcription
- ✓Prebuilt CRM integrations
- ✓Bring your own knowledge base
- ✓Bring your own agent assistant
- ✓Bring your own virtual agent
- ✓UCaaS (NiCE 1CX)
CXone Mpower Ultimate Suite
Popular- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Screen Recording
- ✓Quality Management
- ✓Workforce Management
- ✓Performance Management
- ✓Voice of the Customer
- ✓Interaction Analytics
- ✓AutoSummary
- ✓Copilot for Agents
- ✓Copilot for Supervisors
- ✓Copilot for Leaders
- ✓Gamification
- ✓Employee knowledge portal
- ✓Customer-facing intelligent virtual agent
- ✓Customer-facing knowledge portal
- ✓Proactive AI Agent
- ✓Agent workspace
- ✓Supervisor workspace
- ✓Prebuilt dashboards and BI reports
- ✓Bring your own transcription
- ✓Prebuilt CRM integrations
- ✓Bring your own knowledge base
- ✓Bring your own agent assistant
- ✓Bring your own virtual agent
- ✓UCaaS (NiCE 1CX)
The Ultimate Banking Experience
- ✓Banking engagement hub
- ✓Customer self-service automation
- ✓Trusted Identity & Messaging
- ✓Bank agent assist
- ✓Industry experience insights
The Ultimate Insurance Experience
- ✓Insurance engagement and compliance hub
- ✓Policyholder self-service automation
- ✓Proactive engagement AI agent
- ✓Insurance agent assist
- ✓Policy holder experience insights
The Ultimate Healthcare Experience
- ✓Healthcare engagement hub
- ✓Patient self-service automation
- ✓Proactive patient engagement AI agent
- ✓Healthcare agent assist
- ✓Patient experience insights
The Ultimate Retail Experience
- ✓Retail interactions hub
- ✓Customer self-service automation
- ✓Retail e-commerce conversion booster
- ✓Retail agent assist
- ✓Customer experience insights
The Ultimate Government Experience
- ✓NiCE for Corrections
- ✓NiCE for Medicaid
- ✓NiCE for Education
- ✓NiCE for Pension Systems
Cost Calculator
Keep Paying NiCE CXone Mpower
Build It Yourself
Total Cost Comparison
DIY hosting estimate based on Vercel + Supabase free/pro tiers (~$20/mo). Build time estimated from 54 features at very easy complexity.
Build vs Buy
Should you build a NiCE CXone Mpower alternative or buy the subscription? Estimate based on 54 features.
Buy NiCE CXone Mpower
Better ValueBuild Your Own
Buying NiCE CXone Mpower saves ~$15,840 over 3 years vs building.
Estimates based on 54 features and a BuildScore of 5/5. Actual costs vary.
Integrations
9 known integrations