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At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Starting at $25.00 1 User Per Month
NiCE 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 plansSalesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NiCE CXone Mpower excels in Performance Analysis with a score of 9.2, while Salesforce Service Cloud lags behind at 8.2. Reviewers mention that the detailed analytics and reporting features in NiCE CXone Mpower provide actionable insights that significantly enhance decision-making.
- Reviewers mention that NiCE CXone Mpower's Voice capabilities score an impressive 9.1, compared to Salesforce Service Cloud's 7.4. Users say that the clarity and reliability of voice communications in NiCE CXone Mpower are standout features that improve customer interactions.
- Users on G2 highlight NiCE CXone Mpower's superior Agent Availability score of 9.3, while Salesforce Service Cloud scores 7.8. Reviewers mention that the real-time availability features in NiCE CXone Mpower ensure that agents can respond promptly to customer inquiries.
- G2 users report that NiCE CXone Mpower shines in Customization with a score of 9.1, whereas Salesforce Service Cloud scores 8.3. Users say that the flexibility to tailor the platform to specific business needs is a significant advantage of NiCE CXone Mpower.
- Reviewers mention that NiCE CXone Mpower's Customer Portal feature scores a remarkable 9.4, compared to Salesforce Service Cloud's 8.4. Users report that the intuitive design and functionality of the customer portal in NiCE CXone Mpower enhance user experience and satisfaction.
- Users report that NiCE CXone Mpower's Session Recording feature scores 9.0, while Salesforce Service Cloud's is at 7.7. Reviewers mention that the ability to record and review sessions in NiCE CXone Mpower is invaluable for training and quality assurance purposes.
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
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
Free Trial
NiCE CXone Mpower
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.7
1,191
8.6
2,757
Ease of Use
8.7
1,207
8.4
5,332
Ease of Setup
8.0
449
7.9
4,091
Ease of Admin
8.3
438
8.2
1,525
Quality of Support
8.3
1,111
8.3
2,538
Has the product been a good partner in doing business?
8.2
435
8.7
1,506
Product Direction (% positive)
8.2
1,108
8.2
2,718
Features by Category
Ticket and Case Management
8.6
7
8.5
1202
|
Verified
8.3
7
8.4
1200
|
Verified
8.6
7
8.3
1229
|
Verified
8.8
7
8.3
1152
|
Verified
7.9
7
8.1
978
8.6
7
7.9
1166
|
Verified
8.6
7
8.3
1148
|
Verified
8.8
7
8.5
1026
|
Verified
Generative AI
Not enough data
7.6
176
Not enough data
7.6
175
Agentic AI - Help Desk
Not enough data
8.1
51
Not enough data
8.2
53
Not enough data
8.1
54
Communication Channels
9.4
6
8.4
1019
|
Verified
9.5
7
8.6
1203
|
Verified
9.0
7
8.1
845
7.8
6
8.0
804
|
Verified
8.8
7
8.1
764
Platform
8.3
7
7.8
552
|
Verified
9.1
11
8.3
816
|
Verified
8.8
7
8.6
691
|
Verified
8.8
7
8.3
609
|
Verified
8.8
7
8.2
1143
|
Verified
8.3
7
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Dialing Options
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Not enough data
Agent Tools
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Not enough data
Automation
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Not enough data
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
227
8.8
7
8.7
226
8.3
7
8.6
223
Knowledge Management
8.8
7
8.7
218
7.6
7
8.5
210
8.1
7
8.4
208
Compliance
8.1
7
8.7
226
8.1
7
8.7
223
9.0
7
8.6
223
7.4
7
8.6
220
Customer Support
7.9
7
8.1
209
8.1
7
8.1
202
7.6
7
8.0
191
Data Security
8.3
7
8.6
215
8.6
7
8.7
216
8.3
7
9.0
217
8.8
7
9.1
217
Administration
8.8
7
8.6
207
8.8
7
8.8
209
8.6
7
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
9.0
253
8.7
68
9.0
237
8.7
65
8.8
263
8.7
67
Engagement
9.0
238
8.8
66
9.0
250
8.8
66
8.8
238
8.7
66
Performance
8.9
238
8.6
66
9.2
256
8.8
66
Generative AI
5.2
18
7.7
57
5.4
18
7.9
58
Channels
9.1
625
|
Verified
7.4
274
8.5
326
|
Verified
7.3
268
8.5
352
|
Verified
7.9
272
8.3
296
|
Verified
7.3
265
8.5
350
|
Verified
8.7
279
Generative AI
7.0
48
7.0
216
Functions
8.8
653
|
Verified
7.9
268
9.0
691
|
Verified
8.0
265
8.9
547
|
Verified
7.6
257
8.7
386
|
Verified
7.2
253
8.8
457
|
Verified
7.2
255
8.9
553
|
Verified
7.2
258
8.8
556
|
Verified
7.7
258
8.7
497
|
Verified
8.0
257
Agentic AI - Contact Center
8.1
6
9.0
5
7.8
6
9.3
5
8.3
6
8.3
5
7.8
6
9.0
5
Administrative
8.6
516
|
Verified
7.9
254
8.9
546
|
Verified
8.5
259
8.6
642
|
Verified
8.5
257
9.0
513
|
Verified
7.7
246
8.9
430
|
Verified
7.6
251
Workforce Management
9.3
289
|
Verified
7.9
56
9.2
280
|
Verified
7.9
56
8.9
226
|
Verified
7.4
55
9.0
227
|
Verified
7.8
55
8.6
177
|
Verified
7.6
55
Administration
8.9
230
|
Verified
8.2
56
9.2
271
|
Verified
8.3
55
9.0
295
|
Verified
8.4
55
8.7
220
|
Verified
7.6
54
9.0
227
|
Verified
7.7
54
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
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
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
Not enough data
Generative AI
Feature Not Available
Not enough data
Workforce Management
9.4
36
Not enough data
9.0
33
Not enough data
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
Not enough data
8.8
39
Not enough data
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
9.1
11
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
8.1
7
8.6
591
7.5
8
8.3
578
7.5
8
8.3
527
7.5
8
7.9
213
7.3
8
8.4
223
Self-Service Platform
8.3
8
8.4
222
8.3
8
8.6
227
7.9
8
7.6
198
8.1
7
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
6.7
5
Not enough data
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
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 Salesforce Service Cloud are categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Contact Center Knowledge Base, Help Desk, Contact Center Workforce, Contact Center, and Customer Self-Service
Unique Categories
NiCE CXone Mpower is categorized as Speech Analytics, Auto Dialer, Call Center Infrastructure (CCI), Proactive Notification, and AI Customer Support Agents
Salesforce Service Cloud is categorized as Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Customer Success, Live Chat, and Enterprise Feedback Management
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
7.0%
Hospital & Health Care
5.8%
Other
60.5%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
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 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
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
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 salesforce have a customer portal?
2 Comments
AK
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