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Compare NiCE CXone Mpower and Zoom Contact Center 
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At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Mid-Market (48.1% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
Starting at $69.00 1 Agent 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 plansZoom Contact Center
Star Rating
(57)4.3 out of 5
Market Segments
Mid-Market (48.1% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 pricing plansNiCE CXone Mpower vs Zoom Contact Center
When assessing the two solutions, reviewers found NiCE CXone Mpower easier to use and set up. However, Zoom Contact Center is easier to administer. Reviewers also preferred doing business with Zoom Contact Center overall.
- Reviewers felt that NiCE CXone Mpower meets the needs of their business better than Zoom Contact Center.
- When comparing quality of ongoing product support, NiCE CXone Mpower and Zoom Contact Center provide similar levels of assistance.
- For feature updates and roadmaps, our reviewers preferred the direction of Zoom Contact Center 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
Zoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
NiCE CXone Mpower
Free Trial is available
Zoom Contact Center
No trial information availableRatings
Meets Requirements
8.7
1,191
8.4
52
Ease of Use
8.7
1,207
8.6
53
Ease of Setup
8.0
449
7.8
44
Ease of Admin
8.3
438
8.4
41
Quality of Support
8.3
1,111
8.3
52
Has the product been a good partner in doing business?
8.2
435
8.8
41
Product Direction (% positive)
8.2
1,108
9.4
54
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
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
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
8.9
45
8.5
326
|
Verified
6.4
35
8.5
352
|
Verified
7.6
38
8.3
296
|
Verified
7.5
38
8.5
350
|
Verified
6.5
37
Generative AI
7.0
48
7.7
36
Functions
8.8
653
|
Verified
8.3
44
9.0
691
|
Verified
8.8
45
8.9
547
|
Verified
8.9
40
8.7
386
|
Verified
7.4
36
8.8
457
|
Verified
7.0
33
8.9
553
|
Verified
8.3
40
8.8
556
|
Verified
7.8
40
8.7
497
|
Verified
7.4
41
Agentic AI - Contact Center
8.1
6
7.4
7
7.8
6
7.9
7
8.3
6
8.1
7
7.8
6
7.9
7
Administrative
8.6
516
|
Verified
7.8
38
8.9
546
|
Verified
9.0
40
8.6
642
|
Verified
7.8
44
9.0
513
|
Verified
8.5
43
8.9
430
|
Verified
7.7
37
Workforce Management
9.3
289
|
Verified
8.9
6
9.2
280
|
Verified
8.1
6
8.9
226
|
Verified
7.5
6
9.0
227
|
Verified
7.8
6
8.6
177
|
Verified
4.2
6
Administration
8.9
230
|
Verified
7.2
6
9.2
271
|
Verified
6.7
6
9.0
295
|
Verified
7.2
6
8.7
220
|
Verified
6.7
5
9.0
227
|
Verified
7.3
5
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
8.0
9
7.5
27
7.4
9
8.8
34
8.9
9
9.2
38
9.4
9
8.6
35
9.8
9
9.4
31
9.6
9
9.3
37
9.8
9
Generative AI
Feature Not Available
8.3
9
Workforce Management
9.4
36
8.3
9
9.0
33
8.0
9
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
8.8
8
8.8
39
9.1
9
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
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 Zoom Contact Center are categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, 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, Speech Analytics, Auto Dialer, Help Desk, Customer Self-Service, Proactive Notification, and AI Customer Support Agents
Zoom Contact Center has no unique categories
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom 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%
Farming
16.7%
Financial Services
9.3%
Legal Services
7.4%
Hospital & Health Care
7.4%
Insurance
5.6%
Other
53.7%
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
Zoom Contact Center has no discussions with answers
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