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Compare NiCE CXone Mpower and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
$19.00 1 user per month billed annually
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 plansZendesk for Customer Service
Star Rating
(6,662)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NICE CXone Mpower excels in customization options, scoring 9.1, which allows businesses to tailor the software to their specific needs. In contrast, Zendesk Support Suite, with a score of 8.0, offers fewer customization features, which may limit flexibility for some users.
- Reviewers mention that NICE CXone Mpower's customer portal is highly rated at 9.4, providing a seamless experience for end-users. Zendesk Support Suite's customer portal, rated at 8.4, is functional but lacks some of the advanced features that enhance user engagement.
- G2 users highlight NICE CXone Mpower's email to case feature, scoring an impressive 9.5, which automates ticket creation from emails effectively. Users on Zendesk Support Suite, with a score of 8.8, appreciate the feature but find it less intuitive and slower in processing compared to NICE CXone Mpower.
- Reviewers say that NICE CXone Mpower's chat/live support feature is rated at 9.0, providing quick and efficient assistance. In comparison, Zendesk Support Suite's chat/live support, rated at 8.4, is seen as reliable but not as responsive, leading to longer wait times for users.
- Users report that NICE CXone Mpower's response automation capabilities, scoring 8.8, significantly enhance efficiency by automating repetitive tasks. Zendesk Support Suite, with a score of 8.4, offers automation but lacks the depth and customization options that NICE CXone Mpower provides.
- Reviewers mention that NICE CXone Mpower's database management features are rated at 9.0, allowing for superior data organization and retrieval. In contrast, Zendesk Support Suite's database management, scoring 8.1, is functional but does not offer the same level of sophistication, which can hinder data-driven decision-making.
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 for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
NiCE CXone Mpower
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.7
1,191
8.6
5,118
Ease of Use
8.7
1,207
8.6
5,162
Ease of Setup
8.0
449
8.0
3,186
Ease of Admin
8.3
438
8.2
3,073
Quality of Support
8.3
1,111
8.4
4,796
Has the product been a good partner in doing business?
8.2
435
8.4
2,999
Product Direction (% positive)
8.2
1,108
8.0
4,771
Features by Category
Ticket and Case Management
8.6
7
8.8
2552
|
Verified
8.3
7
8.7
2567
|
Verified
8.6
7
8.5
2492
|
Verified
8.8
7
8.4
2337
|
Verified
7.9
7
8.2
1921
|
Verified
8.6
7
8.4
2398
|
Verified
8.6
7
8.6
2386
|
Verified
8.8
7
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
9.4
6
8.5
2060
|
Verified
9.5
7
8.8
2310
|
Verified
9.0
7
8.4
1724
|
Verified
7.8
6
8.0
1428
|
Verified
8.8
7
8.0
1313
|
Verified
Platform
8.3
7
7.8
1387
|
Verified
9.1
11
8.0
1777
|
Verified
8.8
7
8.3
1947
|
Verified
8.8
7
8.2
1739
|
Verified
8.8
7
7.9
2339
|
Verified
8.3
7
8.0
2407
|
Verified
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
Not enough data
8.8
7
Not enough data
8.3
7
Not enough data
Knowledge Management
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Not enough data
Compliance
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Not enough data
Customer Support
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Not enough data
Data Security
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Not enough data
Administration
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
Generative AI
Not enough data
Not enough data
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Quality Assurance
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Not enough data
Engagement
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Not enough data
Performance
8.9
238
Not enough data
9.2
256
Not enough data
Generative AI
5.2
18
Not enough data
5.4
18
Not enough data
Channels
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
Not enough data
Generative AI
7.0
48
Not enough data
Functions
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
Not enough data
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
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
Not enough data
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
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
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
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
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
9.1
11
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.1
7
8.5
1499
7.5
8
8.5
1436
7.5
8
8.0
1024
7.5
8
7.7
648
7.3
8
8.0
780
Self-Service Platform
8.3
8
8.2
828
8.3
8
8.2
841
7.9
8
7.7
658
8.1
7
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
6.7
5
Not enough data
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
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 for Customer Service are categorized as Customer Service Automation, Digital Customer Service Platforms, Help Desk, Customer Self-Service, Proactive Notification, and AI Customer Support Agents
Unique Categories
NiCE CXone Mpower is categorized as Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Agents For Business Operations, Conversational Support, Complaint Management, and Social Customer Service
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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