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Compare Dynamics 365 Customer Service and NiCE CXone Mpower 
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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceNiCE 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 its ticket creation user experience, scoring 8.6, while Dynamics 365 Customer Service received a higher score of 8.8, indicating a more streamlined process for users when creating tickets.
- Reviewers mention that the workflow capabilities in Dynamics 365 Customer Service are superior, with a score of 9.4 compared to NICE CXone Mpower's 8.6, suggesting that users find it easier to manage and automate their workflows effectively.
- G2 users highlight that the SLA management feature in Dynamics 365 Customer Service is more robust, scoring 9.0, while NICE CXone Mpower scored lower at 7.8, indicating that users may face challenges in managing service level agreements effectively with NICE CXone.
- Users on G2 report that the response automation feature in NICE CXone Mpower is highly rated at 8.9, but Dynamics 365 Customer Service outperforms it with a score of 9.3, suggesting that users benefit from more advanced automation capabilities in Dynamics 365.
- Reviewers mention that the quality of support is rated equally at 8.4 for both products, indicating that users generally find the support services satisfactory, but they may have different experiences based on specific needs or issues.
- Users say that the knowledge base feature in Dynamics 365 Customer Service is more effective, scoring 9.0 compared to NICE CXone Mpower's 8.1, which suggests that users may find it easier to access and utilize helpful resources in Dynamics 365.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
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
Dynamics 365 Customer Service
No trial information availableNiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.7
1,191
Ease of Use
7.9
20
8.7
1,207
Ease of Setup
7.4
9
8.0
449
Ease of Admin
7.7
8
8.3
438
Quality of Support
8.4
19
8.3
1,111
Has the product been a good partner in doing business?
8.6
6
8.2
435
Product Direction (% positive)
8.2
19
8.2
1,108
Features by Category
Ticket and Case Management
8.2
10
|
Verified
8.6
7
8.3
10
|
Verified
8.3
7
8.8
10
|
Verified
8.6
7
8.9
9
|
Verified
8.8
7
8.7
9
|
Verified
7.9
7
8.2
10
8.6
7
8.7
9
|
Verified
8.6
7
8.5
10
|
Verified
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
8.3
10
|
Verified
9.4
6
8.7
10
9.5
7
8.3
9
|
Verified
9.0
7
8.0
10
7.8
6
8.5
10
|
Verified
8.8
7
Platform
8.3
6
8.3
7
8.9
6
|
Verified
9.1
11
9.0
7
|
Verified
8.8
7
8.3
7
|
Verified
8.8
7
8.5
9
|
Verified
8.8
7
8.7
9
|
Verified
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
Not enough data
9.1
625
|
Verified
Not enough data
8.5
326
|
Verified
Not enough data
8.5
352
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
350
|
Verified
Generative AI
Not enough data
7.0
48
Functions
Not enough data
8.8
653
|
Verified
Not enough data
9.0
691
|
Verified
Not enough data
8.9
547
|
Verified
Not enough data
8.7
386
|
Verified
Not enough data
8.8
457
|
Verified
Not enough data
8.9
553
|
Verified
Not enough data
8.8
556
|
Verified
Not enough data
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
Not enough data
8.6
516
|
Verified
Not enough data
8.9
546
|
Verified
Not enough data
8.6
642
|
Verified
Not enough data
9.0
513
|
Verified
Not enough data
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
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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
Internal Use
8.9
6
|
Verified
9.1
11
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
Not enough data
Self-Service Experience
8.9
15
8.1
7
8.2
13
7.5
8
8.1
12
7.5
8
7.8
6
7.5
8
7.8
6
7.3
8
Self-Service Platform
8.9
6
8.3
8
9.4
6
8.3
8
8.3
7
7.9
8
8.6
6
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
Dynamics 365 Customer Service and NiCE CXone Mpower are categorized as Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Dynamics 365 Customer Service is categorized as Live Chat
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
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
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
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
Dynamics 365 Customer Service has no discussions with answers
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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