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Compare Medallia Agent Connect and NiCE CXone Mpower 
Featured Products
At a Glance
Market Segments
Mid-Market (55.9% of reviews)
Mid-Market (52.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Medallia Agent Connect
Star Rating
(274)4.6 out of 5
Market Segments
Mid-Market (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Medallia Agent 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.
- G2 reviewers report that NiCE CXone Mpower excels in providing a comprehensive set of features for performance review, with users appreciating its ability to efficiently pull calls from reports. One user noted, "I like how it provides different features for us to review our performance, and activity throughout the day."
- Users say that Medallia Agent Connect offers a highly customizable quality assurance section, allowing agents to modify questions to better fit their needs. A reviewer mentioned, "I like the fact that you can change the questions. The quality assurance section is my favorite because it's so customizable."
- Reviewers mention that NiCE CXone Mpower's dashboard is easy to customize, enabling users to monitor incoming calls and agent activities effectively. One user expressed satisfaction with the dashboard, stating, "Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing."
- According to verified reviews, Medallia Agent Connect shines in real-time performance tracking, with users enjoying the immediate visibility of their scores. A user highlighted this feature by saying, "I love that we are able to see our scores in real time."
- G2 reviewers report that while NiCE CXone Mpower has a solid overall rating, it faces challenges in ease of setup compared to Medallia Agent Connect, which is noted for its more intuitive onboarding process. This difference can impact how quickly teams can start utilizing the software effectively.
- Users say that both products have their strengths, but Medallia Agent Connect tends to receive higher marks for support quality, with reviewers appreciating the responsiveness and helpfulness of the support team. In contrast, NiCE CXone Mpower, while still effective, has room for improvement in this area.
Pricing
Entry-Level Pricing
Medallia Agent 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
Medallia Agent Connect
No trial information availableNiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
9.0
180
8.7
1,191
Ease of Use
9.2
181
8.7
1,207
Ease of Setup
9.1
97
8.0
449
Ease of Admin
9.0
95
8.3
438
Quality of Support
9.3
160
8.3
1,111
Has the product been a good partner in doing business?
9.3
97
8.2
435
Product Direction (% positive)
8.5
165
8.2
1,108
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
9.0
98
9.0
253
8.9
88
9.0
237
8.5
92
8.8
263
Engagement
9.1
92
9.0
238
9.0
101
9.0
250
8.7
84
8.8
238
Performance
9.1
90
8.9
238
9.2
73
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
Feedback Management
9.0
20
Not enough data
8.8
17
Not enough data
8.3
25
Not enough data
Feedback Analysis
9.0
16
Not enough data
9.1
17
Not enough data
9.1
25
Not enough data
Feedback Sources
9.1
20
Not enough data
9.2
22
Not enough data
8.1
14
Not enough data
9.2
22
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
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
Medallia Agent Connect and NiCE CXone Mpower are categorized as Contact Center Quality Assurance
Unique Categories
Medallia Agent Connect is categorized as Feedback Analytics
NiCE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Help Desk, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Customer Self-Service, Proactive Notification, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Medallia Agent 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
Retail
16.0%
Consumer Services
12.2%
Apparel & Fashion
11.0%
Food & Beverages
7.2%
Consumer Goods
6.8%
Other
46.8%
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
Can I see other leaderboards from other companies?
1 Comment
MG
Depends of they want o share data collectively .Read more
Medallia Agent Connect has no more 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 you implementing a replacement for the Adobe Flash integration?
1 Comment
JJ
i dont have a comment for thatRead more
Is there a way to check the history os the calls that came in or dialed without the information disappering?
1 Comment
JF
Click on button "New" -> History tabRead more
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