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Compare Amazon Connect and NiCE CXone Mpower 
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At a Glance
Market Segments
Mid-Market (49.1% 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
(69)4.4 out of 5
Market Segments
Mid-Market (49.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectNiCE CXone Mpower
Star Rating
(1,726)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.
- Users report that NICE CXone Mpower excels in Database Management with a score of 9.4, indicating a robust system for handling customer data. In contrast, Amazon Connect also performs well but slightly lower at 8.9, suggesting that NICE CXone Mpower may offer more comprehensive features for managing databases.
- Reviewers mention that NICE CXone Mpower's Response Automation feature scores 8.9, which is highly regarded for streamlining ticket responses. However, Amazon Connect shines with a higher score of 9.0, indicating that its automation capabilities may be more effective in enhancing response times.
- G2 users highlight the superior Quality of Support for Amazon Connect, scoring 8.9 compared to NICE CXone Mpower's 8.4. This suggests that users may find Amazon Connect's support team more responsive and helpful when issues arise.
- Users on G2 report that NICE CXone Mpower's Ticket Creation User Experience is rated at 8.6, which is appreciated for its intuitive design. However, Amazon Connect's ticketing system is noted for its ease of use, scoring 9.3, making it a more user-friendly option for managing customer inquiries.
- Reviewers mention that NICE CXone Mpower's Omnichannel capabilities score 8.7, which is effective but not as strong as Amazon Connect's score of 9.0. This indicates that Amazon Connect may provide a more seamless experience across various communication channels.
- Users say that NICE CXone Mpower's Forecasting feature scores 8.8, which is beneficial for planning resources. However, Amazon Connect's performance in this area is slightly better at 9.2, suggesting that it may offer more accurate and reliable forecasting tools for businesses.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableNiCE CXone Mpower
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 Mpower
Free Trial is available
Ratings
Meets Requirements
9.1
49
8.7
1,190
Ease of Use
9.2
50
8.7
1,206
Ease of Setup
9.1
22
8.0
448
Ease of Admin
9.2
16
8.3
438
Quality of Support
8.8
39
8.3
1,110
Has the product been a good partner in doing business?
9.0
15
8.2
435
Product Direction (% positive)
8.4
44
8.2
1,107
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
262
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
237
Not enough data
9.2
256
Generative AI
Not enough data
5.2
18
Not enough data
5.4
18
Channels
9.2
21
|
Verified
9.1
625
|
Verified
8.4
18
8.5
326
|
Verified
9.4
18
|
Verified
8.5
352
|
Verified
Feature Not Available
8.3
296
|
Verified
8.7
19
8.5
350
|
Verified
Generative AI
8.0
5
7.0
48
Functions
9.1
37
|
Verified
8.8
653
|
Verified
9.1
37
|
Verified
9.0
691
|
Verified
8.8
33
|
Verified
8.9
547
|
Verified
8.9
19
|
Verified
8.7
386
|
Verified
9.0
20
8.8
457
|
Verified
8.9
18
8.9
553
|
Verified
9.5
18
|
Verified
8.8
555
|
Verified
8.9
19
|
Verified
8.7
497
|
Verified
Agentic AI - Contact Center
Not enough data
8.1
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Administrative
8.9
30
8.6
516
|
Verified
9.3
27
|
Verified
8.9
546
|
Verified
8.9
33
|
Verified
8.6
642
|
Verified
9.3
19
9.0
513
|
Verified
9.3
15
8.9
430
|
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 Mpower 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 Mpower 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 Mpower
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
15.8%
Information Technology and Services
12.3%
Financial Services
10.5%
Insurance
8.8%
Banking
7.0%
Other
45.6%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.0%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read 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
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
Does it ever pause or get frozen after a call
2 Comments
MG
Yep when we first cut over to CX One our Agents Max Client kept freezing, and dropping the call. OR calls would come in and the Agent Leg would not connect...Read more
Are we working on a feature that would allow for the MyAgent box to remain on top of other windows?
1 Comment
OS
Hi Emma. Thanks for your question. Please refer to our Customer Community at http://community.niceincontact.com . Our product team can answer any...Read more
What other features that you can do using inContact?
1 Comment
JC
I'm not currently using their survey software but I was able to integrate with a third party that focuses on surveys and NPS. Most third parties have a very...Read more
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