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At a Glance
Market Segments
Mid-Market (52.6% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
$0.00
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 plansZoho Desk
Star Rating
(7,134)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
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 customization options, scoring 9.1, which allows businesses to tailor the software to their specific needs. In contrast, Zoho Desk, with a score of 8.3, offers fewer customization features, which may limit flexibility for some users.
- Reviewers mention that NICE CXone Mpower's email to case feature is highly praised, scoring 9.5, making it easy for users to convert emails into support tickets seamlessly. Zoho Desk's email to case feature, while functional, scores lower at 8.7, indicating it may not be as robust.
- G2 users highlight the superior customer portal of NICE CXone Mpower, which scores 9.4, providing a user-friendly interface for customers to manage their support requests. Zoho Desk's customer portal, scoring 8.4, is functional but lacks some of the advanced features that enhance user experience.
- Reviewers mention that NICE CXone Mpower's chat/live support feature is rated highly at 9.0, with users appreciating the responsiveness and effectiveness of the support team. In comparison, Zoho Desk's chat/live support scores 8.4, indicating a solid but less impressive support experience.
- Users on G2 report that NICE CXone Mpower's response automation feature scores 8.8, allowing for efficient ticket handling and faster resolutions. Zoho Desk, with a score of 8.4, offers automation but may not be as comprehensive, leading to longer response times in some cases.
- Reviewers mention that NICE CXone Mpower's database management capabilities are exceptional, scoring 9.0, which helps organizations maintain and utilize customer data effectively. Zoho Desk's database management, scoring 8.2, is adequate but may not meet the needs of larger organizations requiring more advanced data handling.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
NiCE CXone Mpower
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.7
1,191
8.7
5,667
Ease of Use
8.7
1,207
8.5
5,745
Ease of Setup
8.0
449
8.1
5,020
Ease of Admin
8.3
438
8.3
4,727
Quality of Support
8.3
1,111
8.3
5,097
Has the product been a good partner in doing business?
8.2
435
8.4
4,268
Product Direction (% positive)
8.2
1,108
8.9
5,432
Features by Category
Ticket and Case Management
8.6
7
8.6
3319
|
Verified
8.3
7
8.5
3289
|
Verified
8.6
7
8.3
3065
|
Verified
8.8
7
8.3
2912
|
Verified
7.9
7
8.2
2628
|
Verified
8.6
7
8.4
2907
|
Verified
8.6
7
8.5
2912
|
Verified
8.8
7
8.3
2500
|
Verified
Generative AI
Not enough data
7.4
960
Not enough data
7.4
949
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.1
360
Not enough data
7.2
355
Communication Channels
9.4
6
8.3
2853
|
Verified
9.5
7
8.6
3071
|
Verified
9.0
7
8.2
2385
|
Verified
7.8
6
8.0
2145
|
Verified
8.8
7
7.8
1907
|
Verified
Platform
8.3
7
8.1
2277
|
Verified
9.1
11
8.2
2727
|
Verified
8.8
7
8.4
2825
|
Verified
8.8
7
8.1
2243
|
Verified
8.8
7
8.2
2785
|
Verified
8.3
7
8.4
2942
|
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
8.2
341
8.8
7
8.2
340
8.3
7
8.4
344
Knowledge Management
8.8
7
8.6
322
7.6
7
8.2
315
8.1
7
8.2
322
Compliance
8.1
7
8.4
336
8.1
7
8.3
333
9.0
7
8.2
335
7.4
7
8.1
333
Customer Support
7.9
7
8.2
311
8.1
7
8.2
312
7.6
7
8.0
310
Data Security
8.3
7
8.1
335
8.6
7
8.1
329
8.3
7
8.4
334
8.8
7
8.4
331
Administration
8.8
7
8.1
313
8.8
7
8.4
315
8.6
7
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
569
Not enough data
8.0
555
Not enough data
7.3
548
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
550
Not enough data
8.1
545
Not enough data
8.1
531
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
445
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
429
Not enough data
8.2
415
Not enough data
8.3
422
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
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
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
7.9
176
Not enough data
8.0
178
Not enough data
7.8
177
Communication
Not enough data
8.8
718
|
Verified
Not enough data
8.7
758
|
Verified
Not enough data
8.6
659
Not enough data
8.6
632
|
Verified
Not enough data
8.3
356
Internal Use
9.1
11
8.2
2727
|
Verified
Not enough data
8.5
361
Not enough data
8.4
456
Not enough data
8.7
712
|
Verified
Not enough data
8.7
692
|
Verified
Not enough data
8.6
708
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
8.1
7
8.5
1508
7.5
8
8.4
1469
7.5
8
8.1
1275
7.5
8
8.1
770
7.3
8
8.2
815
Self-Service Platform
8.3
8
8.3
838
8.3
8
8.3
815
7.9
8
7.8
725
8.1
7
8.2
761
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
81
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
490
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
487
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
514
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
482
Insight
Not enough data
8.7(won by default)
493
Not enough data
8.9(won by default)
545
Not enough data
8.8(won by default)
515
Not enough data
9.0(won by default)
589
Generative AI
6.7
5
Not enough data
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
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 Zoho Desk are categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Help Desk, and Customer Self-Service
Unique Categories
NiCE CXone Mpower is categorized as Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Proactive Notification, and AI Customer Support Agents
Zoho Desk is categorized as Social Customer Service, Live Chat, Customer Communications Management, Google Workspace for Sales, and Complaint Management
Reviews
Reviewers' Company Size
NiCE CXone Mpower
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
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 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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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