Compare Amazon Connect and NiCE CXone 
At a Glance
Market Segments
Mid-Market (50.8% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Amazon Connect
Star Rating
(74)4.4 out of 5
Market Segments
Mid-Market (50.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectNiCE CXone
Star Rating
(1,729)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that NiCE CXone Mpower offers a robust set of features for performance tracking, with users appreciating its ability to pull calls from reports efficiently. This functionality is particularly beneficial for maintaining situational awareness during customer interactions.
- Users say that Amazon Connect excels in ease of integration with other platforms, making it a favorite for remote work setups. Reviewers highlight its straightforward integration with tools like Zendesk, which enhances overall productivity and user experience.
- According to verified reviews, NiCE CXone Mpower provides a customizable dashboard that helps users monitor incoming calls and agent activity effectively. This feature is praised for its role in improving service levels and overall operational efficiency.
- Reviewers mention that Amazon Connect is particularly cost-effective due to its cloud-based nature, eliminating the need for significant investments in hardware and maintenance. This aspect is a major draw for businesses looking to reduce operational costs.
- G2 reviewers highlight that while NiCE CXone Mpower has a solid user satisfaction score, it faces challenges in areas like customer service automation, where it received lower ratings compared to Amazon Connect. This indicates a potential gap in meeting specific automation needs.
- Users report that Amazon Connect's performance is enhanced by its low latency, which is crucial for customer service operations. This feature, combined with its user-friendly setup, makes it a strong contender for businesses prioritizing seamless communication.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableNiCE CXone
CXone Mpower Digital Agent
Starting at $71.00
1 Agent Per Month
Digital first package supports 30+ digital channels
- Common data sets and models
- Unified administration and user interface
- Digital Agent routing for 30+ channels
Free Trial
Amazon Connect
Free Trial is available
NiCE CXone
Free Trial is available
Ratings
Meets Requirements
9.2
55
8.7
1,192
Ease of Use
9.3
56
8.7
1,210
Ease of Setup
9.2
28
8.0
452
Ease of Admin
9.2
16
8.3
439
Quality of Support
8.9
44
8.3
1,112
Has the product been a good partner in doing business?
9.0
15
8.2
436
Product Direction (% positive)
8.1
50
8.2
1,109
Features by Category
Ticket and Case Management
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.4
6
Not enough data
9.5
7
Not enough data
9.0
7
Not enough data
7.8
6
Not enough data
8.8
7
Platform
Not enough data
8.3
7
Not enough data
9.1
11
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Dialing Options
Not enough data
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Agent Tools
Not enough data
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Automation
Not enough data
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
Not enough data
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Engagement
Not enough data
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Performance
Not enough data
8.9
238
Not enough data
9.2
256
Generative AI
Not enough data
5.2
18
Not enough data
5.4
18
Channels
9.4
26
|
Verified
9.1
627
|
Verified
8.5
19
8.5
326
|
Verified
9.5
19
|
Verified
8.5
352
|
Verified
Feature Not Available
8.3
296
|
Verified
8.8
20
8.5
350
|
Verified
Generative AI
8.3
6
7.0
48
Functions
9.1
38
|
Verified
8.8
653
|
Verified
9.1
38
|
Verified
9.0
692
|
Verified
8.9
34
|
Verified
8.9
547
|
Verified
8.7
21
|
Verified
8.7
386
|
Verified
9.1
22
8.8
458
|
Verified
8.9
19
8.9
553
|
Verified
9.6
19
|
Verified
8.8
556
|
Verified
8.9
20
|
Verified
8.7
497
|
Verified
Agentic AI - Contact Center
Not enough data
8.1
6
9.2
6
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Administrative
9.0
32
8.6
516
|
Verified
9.3
28
|
Verified
8.9
546
|
Verified
9.0
35
|
Verified
8.6
643
|
Verified
9.4
21
9.0
513
|
Verified
9.4
16
8.9
432
|
Verified
Workforce Management
Not enough data
9.3
289
|
Verified
Not enough data
9.2
280
|
Verified
Not enough data
8.9
226
|
Verified
Not enough data
9.0
227
|
Verified
Not enough data
8.6
177
|
Verified
Administration
Not enough data
8.9
230
|
Verified
Not enough data
9.2
271
|
Verified
Not enough data
9.0
295
|
Verified
Not enough data
8.7
220
|
Verified
Not enough data
9.0
227
|
Verified
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.6
32
Not enough data
7.5
27
Not enough data
8.8
34
Not enough data
9.2
38
Not enough data
8.6
35
Not enough data
9.4
31
Not enough data
9.3
37
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
9.4
36
Not enough data
9.0
33
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.4
38
Not enough data
8.8
39
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.1
7
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.5
8
Not enough data
7.3
8
Self-Service Platform
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and NiCE CXone are categorized as Speech Analytics, Contact Center, Customer Service Automation, Contact Center Quality Assurance, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect has no unique categories
NiCE CXone is categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Auto Dialer, Help Desk, Customer Self-Service, Proactive Notification, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
17.5%
Information Technology and Services
12.7%
Financial Services
9.5%
Insurance
7.9%
Banking
6.3%
Other
46.0%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
XL
Call center which stores the data on cloud.Read more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
Does it ever pause or get frozen after a call
2 Comments
AA
In three months of use, 40 hours a week.... Not that often thankfullyRead more
What is NICE CXone used for?
1 Comment
SI
NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good...Read more
Can I use this application for auto dialed jobs?
1 Comment
LH
Yes. This software has a option with chat, email and voice dailRead more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
Your software and services insights are valuable.
Your peers come to G2 to get an inside look at and other business solutions. Adding perspective on will help others pick the right solution based on real user experience.
