NiCE CXone Mpower
nice.comBuild Difficulty: 5/5
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How to Replace NiCE CXone MpowerOverview
Features
55 features across 19 categories
AI(7)
Intelligent AI agents that accelerate adoption and scale seamlessly across customer experience
AI-driven intelligent routing of customer interactions
Automatic summarization of customer interactions
AI-powered virtual agent for direct customer interactions and self-service
Domain-specific AI that understands business context from first ask to final answer
AI agent that proactively engages customers throughout their journey
AI agent for proactively engaging patients throughout care journey
AI Assistant(7)
AI-driven knowledge assistance for bank agents for faster resolution
AI assistant providing real-time guidance and knowledge to agents during interactions
AI assistant providing strategic insights and business intelligence to leadership
AI assistant providing insights and actionable intelligence to supervisors
AI-driven knowledge assistance for healthcare agents
AI-driven knowledge assistance for insurance agents
AI-driven knowledge assistance for retail agents
Agent Tools(1)
Unified workspace for agents to manage all customer interactions
Analytics(4)
GenAI-driven insights identifying automation opportunities and benchmarking performance
Advanced analytics on customer interactions and patterns
Out-of-the-box dashboards and business intelligence reporting
Capture and analyze customer feedback and sentiment
Automation(4)
Automated self-service interactions using trusted company knowledge
Evolve from interaction management to workflow orchestration across the entire organization
Automated interactions for healthcare use cases using trained conversational flows
Automated interactions for insurance use cases like quotes and claims
Campaign Management(1)
Management and orchestration of outbound customer campaigns
Communication(2)
Unified Communications as a Service integration
Multi-channel support for voice and digital communication
Compliance(1)
Interaction recording and compliance management features
E-commerce(1)
Leverages web visitor telemetry to reduce friction and increase conversion
Engagement(2)
Gamification features to boost employee engagement and performance
Proactive customer engagement capabilities across channels
Industry-specific(8)
Integration of core financial systems for seamless digital banking experience
Integration of EHR systems with patient experience environment
Integration connecting insurance systems with customer experience for holistic view
Streamlined communication for candidates and staff onboarding in corrections
Student engagement and retention tool for universities
Communication and engagement management for beneficiaries and enrollment
Proactive two-way communication with pension members
Hub for managing retail interactions and recording compliance
Infrastructure(1)
Smart, secure platform built to scale and simplify as organizations grow
Integration(6)
Support for integrating custom AI agent assistants
Support for integrating custom knowledge management systems
Support for custom transcription services integration
Support for integrating custom virtual agents
Pre-built connectors for major CRM systems
Pre-built integrations, open APIs, and simple tools for fast connectivity
Knowledge Management(2)
Self-service knowledge portal for customers to find answers independently
Centralized portal for employees to access knowledge and resources
Quality Management(2)
Quality assurance and management tools for customer interactions
Recording of agent screen activities for quality and training purposes
Routing(1)
Intelligent routing across multiple channels and customer journey orchestration
Security(1)
Voice biometrics and secure messaging for authenticated, fraud-prevention interactions
Supervisor Tools(1)
Dedicated workspace for supervisors to monitor and manage agent activities
Workforce Management(3)
Tools for tracking and managing employee performance metrics
Tools to enhance employee engagement and performance management
Workforce scheduling and management capabilities
Pricing
CXone Mpower Omnichannel Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Workforce Engagement
- ✓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
- ✓Proactive engagement
- ✓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)
CXone Mpower Essential Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Workforce Engagement
- ✓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
- ✓Proactive engagement
- ✓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)
CXone Mpower Core Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Workforce Engagement
- ✓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
- ✓Proactive engagement
- ✓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)
CXone Mpower Complete Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Workforce Engagement
- ✓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
- ✓Proactive engagement
- ✓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)
CXone Mpower Ultimate Suite
Popular- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓Workforce Engagement
- ✓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
- ✓Proactive engagement
- ✓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)
- ✓Banking Engagement Hub
- ✓Trusted Identity & Messaging
- ✓Bank Agent Assist
- ✓Industry Experience Insights
- ✓Insurance Engagement and Compliance Hub
- ✓Policyholder Self-Service Automation
- ✓Insurance Agent Assist
- ✓Healthcare Engagement Hub
- ✓Proactive Patient Engagement AI Agent
- ✓Healthcare Agent Assist
- ✓Retail Interactions Hub
- ✓Retail E-commerce Conversion Booster
- ✓Retail Agent Assist
NiCE for Government
- ✓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 55 features at very easy complexity.
Build vs Buy
Should you build a NiCE CXone Mpower alternative or buy the subscription? Estimate based on 55 features.
Buy NiCE CXone Mpower
Better ValueBuild Your Own
Buying NiCE CXone Mpower saves ~$15,840 over 3 years vs building.
Estimates based on 55 features and a BuildScore of 5/5. Actual costs vary.
Integrations
7 known integrations