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Compare NiCE CXone Mpower and Zendesk Contact Center 
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At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
No pricing available
NiCE CXone Mpower
Star Rating
(1,725)4.3 out of 5
Market Segments
Mid-Market (52.6% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Browse all 7 pricing plansZendesk Contact Center
Star Rating
(273)4.6 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Zendesk Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NiCE CXone Mpower excels in Database Management with a score of 9.0, allowing for robust data handling capabilities, while Zendesk Contact Center scores lower at 7.9. Reviewers mention that the ability to manage large datasets efficiently is a significant advantage for NiCE CXone Mpower users.
- Reviewers mention that Zendesk Contact Center outperforms NiCE CXone Mpower in Quality of Support, scoring 9.5 compared to 8.3. Users on G2 highlight the responsiveness and helpfulness of Zendesk's support team, making it a preferred choice for those needing reliable assistance.
- Users say that NiCE CXone Mpower shines in Voice capabilities, scoring 9.1, which is higher than Zendesk's 8.8. Reviewers appreciate the clarity and reliability of voice communications, which is crucial for contact center operations.
- G2 users report that Zendesk Contact Center has a superior Ease of Use score of 9.2 compared to NiCE CXone Mpower's 8.7. Users mention that the intuitive interface and straightforward navigation make it easier for new agents to adapt quickly.
- Users report that NiCE CXone Mpower offers better Session Recording features, scoring 9.0, while Zendesk Contact Center scores 8.1. Reviewers highlight the importance of this feature for training and quality assurance, noting that NiCE CXone Mpower provides more comprehensive recording options.
- Reviewers mention that Zendesk Contact Center excels in AI Text Generation, scoring 8.9 compared to NiCE CXone Mpower's 5.2. Users appreciate the advanced AI capabilities that enhance customer interactions and streamline responses, making it a standout feature for Zendesk.
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
Zendesk Contact Center
No pricing availableFree Trial
NiCE CXone Mpower
Free Trial is available
Zendesk Contact Center
Free Trial is available
Ratings
Meets Requirements
8.7
1,190
9.0
208
Ease of Use
8.7
1,206
9.2
209
Ease of Setup
8.0
448
9.0
112
Ease of Admin
8.3
438
9.1
101
Quality of Support
8.3
1,110
9.4
198
Has the product been a good partner in doing business?
8.2
435
9.3
97
Product Direction (% positive)
8.2
1,107
8.9
188
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
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.3
7
Not enough data
Messenger
Not enough data
Not enough data
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
Customers
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
Agentic AI - Conversational Marketing
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
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
7.9
20
8.8
7
7.5
19
8.3
7
8.1
19
Knowledge Management
8.8
7
8.2
28
7.6
7
8.3
23
8.1
7
6.9
24
Compliance
8.1
7
8.1
17
8.1
7
8.1
16
9.0
7
8.4
16
7.4
7
8.3
15
Customer Support
7.9
7
7.9
21
8.1
7
7.7
21
7.6
7
8.3
15
Data Security
8.3
7
8.4
17
8.6
7
8.1
18
8.3
7
8.7
17
8.8
7
8.3
20
Administration
8.8
7
8.2
19
8.8
7
7.7
24
8.6
7
8.4
23
Generative AI
Not enough data
Not enough data
Quality Assurance
9.0
253
9.7
126
9.0
237
9.2
119
8.8
262
9.1
122
Engagement
9.0
238
9.5
124
9.0
250
9.2
123
8.8
238
8.8
108
Performance
8.9
237
9.4
113
9.2
256
9.8
85
Generative AI
5.2
18
8.9
24
5.4
18
9.1
24
Channels
9.1
625
|
Verified
8.8
7
8.5
326
|
Verified
8.8
7
8.5
352
|
Verified
8.6
6
8.3
296
|
Verified
8.1
6
8.5
350
|
Verified
8.9
11
Generative AI
7.0
48
Not enough data
Functions
8.8
653
|
Verified
8.1
6
9.0
691
|
Verified
8.3
6
8.9
547
|
Verified
7.8
6
8.7
386
|
Verified
8.0
5
8.8
457
|
Verified
7.3
5
8.9
553
|
Verified
8.3
6
8.8
555
|
Verified
7.9
7
8.7
497
|
Verified
8.3
6
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
8.1
7
8.9
546
|
Verified
9.1
9
8.6
642
|
Verified
8.8
12
9.0
513
|
Verified
8.1
7
8.9
430
|
Verified
8.8
7
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
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
Not enough data
Administration
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
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
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
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
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
6.7
5
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
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
Contacts
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insights
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
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 Zendesk Contact Center are categorized as Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
NiCE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Help Desk, Customer Self-Service, Proactive Notification, and AI Customer Support Agents
Zendesk Contact Center is categorized as AI Voice Assistants, Call Compliance, Conversational Marketing, and Outbound Call Tracking
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Contact Center
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%
Computer Software
16.8%
Information Technology and Services
13.4%
Consumer Services
9.2%
Financial Services
5.7%
Computer Games
3.8%
Other
51.1%
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
What integrations does Local Measure offer?
1 Comment
Official Response from Local Measure Engage
Local Measure offers custom integrations into numerous CRM, CEM and marketing software. We are also official partners of Salesforce and Cisco. Visit our...Read more
What's included in the Local Measure platform?
1 Comment
Official Response from Local Measure Engage
Local Measure's customer experience platform includes rich customer profiles, a real time feedback tool, a customer Wi-Fi solution, one-to-one social...Read more
What kind of businesses use Local Measure?
1 Comment
Official Response from Local Measure Engage
Local Measure is for businesses with a real world, physical presence who want to deliver extraordinary customer experiences. Local Measure works with hotels,...Read more
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