Compare NiCE CXone Mpower and Puzzel CX Platform 
At a Glance
Market Segments
Mid-Market (52.7% of reviews)
Mid-Market (54.3% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
No pricing available
NiCE CXone Mpower
Star Rating
(1,728)4.3 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansPuzzel CX Platform
Star Rating
(149)4.6 out of 5
Market Segments
Mid-Market (54.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Puzzel CX PlatformNiCE CXone Mpower vs Puzzel CX Platform
When assessing the two solutions, reviewers found them equally easy to use. However, Puzzel CX Platform is easier to set up and administer. Reviewers also preferred doing business with Puzzel CX Platform overall.
- Reviewers felt that NiCE CXone Mpower meets the needs of their business better than Puzzel CX Platform.
- When comparing quality of ongoing product support, reviewers felt that Puzzel CX Platform is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Puzzel CX Platform over NiCE CXone Mpower.
Pricing
Entry-Level Pricing
NiCE 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
Puzzel CX Platform
No pricing availableFree Trial
NiCE CXone Mpower
Free Trial is available
Puzzel CX Platform
No trial information availableRatings
Meets Requirements
8.7
1,192
8.4
109
Ease of Use
8.7
1,209
8.7
113
Ease of Setup
8.0
451
8.5
102
Ease of Admin
8.3
439
8.5
96
Quality of Support
8.3
1,112
8.8
109
Has the product been a good partner in doing business?
8.2
436
9.1
99
Product Direction (% positive)
8.2
1,109
9.3
111
Features by Category
Ticket and Case Management
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
Not enough data
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
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
Not enough data
Platform
8.3
7
Not enough data
9.1
11
8.6
12
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Not enough data
Dialing Options
8.9
311
|
Verified
9.5
10
9.0
287
|
Verified
8.7
10
Not enough data
Not enough data
Agent Tools
9.0
263
|
Verified
7.5
10
8.9
276
|
Verified
8.0
11
9.2
313
|
Verified
8.8
11
Automation
8.8
230
|
Verified
6.7
9
9.0
247
|
Verified
8.1
9
8.9
210
|
Verified
6.7
8
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
9.0
7
8.8
8
8.8
7
8.8
8
8.3
7
7.9
8
Knowledge Management
8.8
7
9.0
8
7.6
7
8.3
6
8.1
7
8.6
6
Compliance
8.1
7
8.1
6
8.1
7
8.6
6
9.0
7
8.9
6
7.4
7
7.8
6
Customer Support
7.9
7
8.6
6
8.1
7
Not enough data
7.6
7
Not enough data
Data Security
8.3
7
8.3
6
8.6
7
8.1
7
8.3
7
8.6
7
8.8
7
9.0
7
Administration
8.8
7
7.0
5
8.8
7
8.6
6
8.6
7
8.8
8
Generative AI
Not enough data
Not enough data
Call Analytics
Not enough data
9.3
30
Not enough data
8.5
25
Not enough data
9.1
32
Not enough data
8.3
21
Artificial Intelligence - Conversation Intelligence
Not enough data
9.3
27
Not enough data
9.0
26
Not enough data
Not enough data
Generative AI
Not enough data
8.9
6
Agentic AI - Conversation Intelligence
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
Quality Assurance
9.0
253
9.0
27
9.0
237
8.5
27
8.8
263
8.5
28
Engagement
9.0
238
9.3
27
9.0
250
9.0
27
8.8
238
8.8
26
Performance
8.9
238
8.3
27
9.2
256
9.3
26
Generative AI
5.2
18
7.8
9
5.4
18
7.8
9
Channels
9.1
626
|
Verified
9.1
44
8.5
326
|
Verified
7.0
28
8.5
352
|
Verified
7.8
33
8.3
296
|
Verified
7.4
29
8.5
350
|
Verified
7.5
34
Generative AI
7.0
48
6.3
21
Functions
8.8
653
|
Verified
7.9
36
9.0
692
|
Verified
8.5
35
8.9
547
|
Verified
8.1
35
8.7
386
|
Verified
6.2
26
8.8
458
|
Verified
6.5
31
8.9
553
|
Verified
8.9
35
8.8
556
|
Verified
7.8
36
8.7
497
|
Verified
6.8
30
Agentic AI - Contact Center
8.1
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
Administrative
8.6
516
|
Verified
7.3
31
8.9
546
|
Verified
8.7
40
8.6
643
|
Verified
7.8
44
9.0
513
|
Verified
8.2
36
8.9
431
|
Verified
6.7
32
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
9.3
289
|
Verified
7.4
12
9.2
280
|
Verified
6.7
10
8.9
226
|
Verified
7.0
11
9.0
227
|
Verified
7.3
11
8.6
177
|
Verified
6.3
10
Administration
8.9
230
|
Verified
7.4
11
9.2
271
|
Verified
7.7
11
9.0
295
|
Verified
6.9
12
8.7
220
|
Verified
7.3
10
9.0
227
|
Verified
6.8
10
Feedback Management
Not enough data
8.2
17
Not enough data
7.7
16
Not enough data
8.1
18
Feedback Analysis
Not enough data
8.9
17
Not enough data
8.9
17
Not enough data
8.2
15
Feedback Sources
Not enough data
7.7
13
Not enough data
7.6
13
Not enough data
6.7
11
Not enough data
7.2
13
Generative AI
Not enough data
7.5
6
Not enough data
7.8
6
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
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
8.6
32
7.8
22
7.5
27
6.6
21
8.8
34
8.3
23
9.2
38
8.5
23
8.6
35
8.3
25
9.4
31
8.2
20
9.3
37
8.2
23
Generative AI
Feature Not Available
6.4
19
Workforce Management
9.4
36
7.2
23
9.0
33
7.0
21
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
9.4
38
7.7
21
8.8
39
7.6
23
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
4.3
7
Not enough data
4.3
7
Not enough data
4.3
7
Communication
Not enough data
8.1
14
Not enough data
8.0
14
Not enough data
7.1
12
Not enough data
7.8
10
Not enough data
5.8
10
Internal Use
9.1
11
8.6
12
Not enough data
7.8
10
Not enough data
6.7
8
Not enough data
7.4
13
Not enough data
6.0
12
Not enough data
6.7
8
Generative AI
Not enough data
Not enough data
Self-Service Experience
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
Not enough data
Self-Service Platform
8.3
8
Not enough data
8.3
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
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
Not enough data
Not enough data
Not enough data
Process
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Not enough data
Not enough data
Insight
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
6.7
5
7.2
6
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
NiCE CXone Mpower and Puzzel CX Platform are categorized as Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, and AI Customer Support Agents
Unique Categories
NiCE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Help Desk, Customer Self-Service, and Proactive Notification
Puzzel CX Platform is categorized as Co-Browsing, AI Agents For Business Operations, Social Customer Service, Live Chat, Conversation Intelligence, and Feedback Analytics
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Puzzel CX Platform
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
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%
Telecommunications
17.8%
Oil & Energy
11.1%
Insurance
8.9%
Information Technology and Services
7.4%
Consumer Services
5.9%
Other
48.9%
Alternatives
Discussions
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
Puzzel CX Platform has no discussions with answers
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