Compare Salesforce Service Cloud Software and NiCE CXone Mpower 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (52.7% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $71.00 1 Agent Per Month
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,231)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansNiCE 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 plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to NiCE CXone Mpower. Users appreciate its user-friendly interface and the flexibility to adapt the platform to meet evolving business needs, making it a strong choice for organizations looking for a comprehensive solution.
- According to verified reviews, NiCE CXone Mpower shines in its ability to manage schedules and availability effectively. Users highlight how the platform integrates various features seamlessly, allowing for real-time insights and automation that enhance customer interaction management.
- Reviewers mention that Salesforce Service Cloud's extensive review activity indicates a robust user community, with many recent reviews praising its ability to consolidate contacts from various vendors. This feature is particularly beneficial for teams needing to store and manage large amounts of information efficiently.
- Users say that NiCE CXone Mpower provides valuable performance review tools, which are frequently utilized throughout the day. This focus on performance tracking helps teams stay on top of their activities and improve their customer outreach efforts.
- G2 reviewers highlight that while both platforms offer quality support, Salesforce Service Cloud has a slight edge in terms of overall user experience, with many users noting that it requires minimal time to get accustomed to its features, enhancing productivity from the start.
- According to recent feedback, NiCE CXone Mpower's strengths in automation and workflow management are well-regarded, with users appreciating its ability to streamline processes. However, Salesforce Service Cloud's comprehensive feature set and adaptability make it a more appealing option for businesses looking for a versatile customer service solution.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
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
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
NiCE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.6
2,802
8.7
1,192
Ease of Use
8.4
5,389
8.7
1,209
Ease of Setup
7.9
4,144
8.0
451
Ease of Admin
8.2
1,536
8.3
439
Quality of Support
8.3
2,577
8.3
1,112
Has the product been a good partner in doing business?
8.7
1,517
8.2
436
Product Direction (% positive)
8.3
2,756
8.2
1,109
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
8.6
7
8.4
1208
|
Verified
8.3
7
8.3
1251
|
Verified
8.6
7
8.3
1163
|
Verified
8.8
7
8.1
985
7.9
7
7.9
1171
|
Verified
8.6
7
8.3
1153
|
Verified
8.6
7
8.5
1048
|
Verified
8.8
7
Generative AI
7.7
180
Not enough data
7.6
178
Not enough data
Agentic AI - Help Desk
8.3
59
Not enough data
8.4
58
Not enough data
8.3
61
Not enough data
Communication Channels
8.4
1024
|
Verified
9.4
6
8.6
1211
|
Verified
9.5
7
8.1
854
9.0
7
8.0
810
|
Verified
7.8
6
8.1
769
8.8
7
Platform
7.8
555
|
Verified
8.3
7
8.3
819
|
Verified
9.1
11
8.6
695
|
Verified
8.8
7
8.3
620
|
Verified
8.8
7
8.2
1150
|
Verified
8.8
7
8.2
1167
|
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
8.8
229
9.0
7
8.8
228
8.8
7
8.7
225
8.3
7
Knowledge Management
8.8
220
8.8
7
8.6
212
7.6
7
8.5
210
8.1
7
Compliance
8.7
228
8.1
7
8.7
225
8.1
7
8.6
225
9.0
7
8.6
222
7.4
7
Customer Support
8.1
211
7.9
7
8.2
204
8.1
7
8.0
193
7.6
7
Data Security
8.6
217
8.3
7
8.7
218
8.6
7
9.0
219
8.3
7
9.1
219
8.8
7
Administration
8.6
210
8.8
7
8.9
211
8.8
7
8.9
215
8.6
7
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
9.0
253
8.7
67
9.0
237
8.7
69
8.8
263
Engagement
8.8
68
9.0
238
8.8
68
9.0
250
8.8
68
8.8
238
Performance
8.7
69
8.9
238
8.8
68
9.2
256
Generative AI
7.7
59
5.2
18
8.0
60
5.4
18
Channels
7.4
275
9.1
626
|
Verified
7.3
269
8.5
326
|
Verified
7.9
273
8.5
352
|
Verified
7.3
266
8.3
296
|
Verified
8.8
280
8.5
350
|
Verified
Generative AI
7.0
217
7.0
48
Functions
7.9
269
8.8
653
|
Verified
8.0
266
9.0
692
|
Verified
7.6
258
8.9
547
|
Verified
7.2
254
8.7
386
|
Verified
7.2
256
8.8
458
|
Verified
7.2
259
8.9
553
|
Verified
7.7
259
8.8
556
|
Verified
8.0
258
8.7
497
|
Verified
Agentic AI - Contact Center
9.2
6
8.1
6
9.4
6
7.8
6
8.6
6
8.3
6
9.2
6
7.8
6
Administrative
7.9
255
8.6
516
|
Verified
8.5
260
8.9
546
|
Verified
8.5
258
8.6
643
|
Verified
7.7
247
9.0
513
|
Verified
7.7
252
8.9
431
|
Verified
Workforce Management
7.9
57
9.3
289
|
Verified
7.9
57
9.2
280
|
Verified
7.4
56
8.9
226
|
Verified
7.8
56
9.0
227
|
Verified
7.6
56
8.6
177
|
Verified
Administration
8.2
57
8.9
230
|
Verified
8.3
56
9.2
271
|
Verified
8.4
56
9.0
295
|
Verified
7.6
55
8.7
220
|
Verified
7.7
55
9.0
227
|
Verified
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
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
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Not enough data
Communication
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
9.1
11
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
8.1
7
8.3
579
7.5
8
8.3
528
7.5
8
8.0
214
7.5
8
8.4
224
7.3
8
Self-Service Platform
8.4
223
8.3
8
8.6
229
8.3
8
7.6
199
7.9
8
8.5
215
8.1
7
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
Not enough data
6.7
5
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
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
Agentforce Service (formerly Salesforce Service Cloud) and NiCE CXone Mpower are categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Contact Center Knowledge Base, Help Desk, Contact Center Workforce, Contact Center, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Enterprise Feedback Management
NiCE CXone Mpower is categorized as Speech Analytics, Auto Dialer, Call Center Infrastructure (CCI), Proactive Notification, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
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
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead 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
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.
