Compare Amazon Connect and NICE CXone Mpower 
At a Glance
Market Segments
Mid-Market (51.9% of reviews)
Mid-Market (52.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Amazon Connect
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (51.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectNICE CXone Mpower
Star Rating
(1,635)4.3 out of 5
Market Segments
Mid-Market (52.1% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
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 its Database Management with a score of 9.4, which reviewers mention makes it easier to handle large volumes of customer data efficiently. In contrast, Amazon Connect also performs well but slightly lower at 8.9, indicating a more streamlined experience with NICE CXone.
- Reviewers mention that NICE CXone Mpower's Response Automation feature, rated at 8.9, significantly enhances ticket resolution speed, while Amazon Connect's automation capabilities are rated at 8.8, suggesting that both platforms are effective but NICE CXone has a slight edge in this area.
- Users on G2 highlight the superior Call Routing capabilities of both products, with NICE CXone Mpower scoring 9.4 and Amazon Connect at 9.2. However, reviewers say that NICE CXone's routing options are more customizable, allowing for better alignment with specific business needs.
- G2 users report that NICE CXone Mpower's Quality Assurance features, particularly in Evaluation and Calibration, both rated at 9.0, provide a robust framework for monitoring agent performance. In comparison, Amazon Connect's scores are slightly lower, indicating that NICE CXone may offer a more comprehensive quality management system.
- Users say that the Omnichannel support in NICE CXone Mpower, rated at 8.7, is effective but Amazon Connect shines with a higher score of 9.3, indicating a more seamless integration across various communication channels, which is crucial for modern customer service operations.
- Reviewers mention that NICE CXone Mpower's Agent Self-Service feature, rated at 9.1, empowers agents to manage their schedules effectively, while Amazon Connect's score of 9.0 shows it also provides strong self-service options, but with slightly less flexibility according to user feedback.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableNICE 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
Free Trial
Amazon Connect
Free Trial is available
NICE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
9.2
44
8.8
1,123
Ease of Use
9.3
45
8.7
1,139
Ease of Setup
9.2
17
7.9
395
Ease of Admin
9.2
16
8.3
392
Quality of Support
9.0
35
8.4
1,043
Has the product been a good partner in doing business?
9.0
15
8.2
390
Product Direction (% positive)
8.2
39
8.2
1,056
Features by Category
Ticket and Case Management
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
7.8
6
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
9.3
5
Not enough data
9.7
6
Not enough data
9.2
6
Not enough data
7.8
6
Not enough data
8.9
6
Platform
Not enough data
8.3
6
Not enough data
9.2
10
Not enough data
8.9
6
Not enough data
8.9
6
Not enough data
9.2
6
Not enough data
8.3
6
Dialing Options
Not enough data
9.0
299
|
Verified
Not enough data
9.0
272
|
Verified
Not enough data
8.9
267
|
Verified
Agent Tools
Not enough data
8.9
248
|
Verified
Not enough data
9.1
249
|
Verified
Not enough data
9.0
261
|
Verified
Not enough data
9.2
296
|
Verified
Automation
Not enough data
8.8
220
|
Verified
Not enough data
9.0
217
|
Verified
Not enough data
9.1
235
|
Verified
Not enough data
8.9
197
|
Verified
Not enough data
9.0
229
|
Verified
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Feature Not Available
Quality Assurance
Not enough data
9.0
251
Not enough data
9.0
235
Not enough data
8.8
260
Engagement
Not enough data
9.0
236
Not enough data
9.0
248
Not enough data
8.8
236
Performance
Not enough data
8.9
235
Not enough data
9.2
254
Generative AI
Not enough data
5.0
16
Not enough data
5.2
16
Channels
9.4
16
|
Verified
9.1
594
|
Verified
9.0
14
8.5
316
|
Verified
9.4
14
|
Verified
8.5
337
|
Verified
Feature Not Available
8.3
276
|
Verified
9.1
15
8.5
333
|
Verified
Generative AI
Feature Not Available
6.7
37
Functions
9.1
33
|
Verified
8.8
629
|
Verified
9.0
33
|
Verified
9.0
666
|
Verified
8.9
29
|
Verified
8.9
522
|
Verified
8.7
15
|
Verified
8.7
367
|
Verified
8.9
16
8.8
430
|
Verified
9.3
14
9.0
525
|
Verified
9.4
14
|
Verified
8.8
525
|
Verified
9.2
15
|
Verified
8.7
473
|
Verified
Administrative
8.8
27
8.6
495
|
Verified
9.2
24
|
Verified
8.9
514
|
Verified
8.9
30
|
Verified
8.6
610
|
Verified
9.3
16
9.1
483
|
Verified
9.4
12
9.0
410
|
Verified
Workforce Management
Not enough data
9.3
281
|
Verified
Not enough data
9.3
272
|
Verified
Not enough data
9.0
221
|
Verified
Not enough data
9.1
221
|
Verified
Not enough data
8.6
173
|
Verified
Administration
Not enough data
9.0
220
|
Verified
Not enough data
9.2
263
|
Verified
Not enough data
9.1
284
|
Verified
Not enough data
8.8
214
|
Verified
Not enough data
9.0
218
|
Verified
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
Not enough data
8.7
25
Not enough data
7.5
23
Not enough data
9.4
27
Not enough data
9.4
29
Not enough data
9.2
26
Not enough data
9.6
25
Not enough data
9.6
29
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
9.5
28
Not enough data
9.2
26
Administrative
Not enough data
9.6
28
Not enough data
9.3
29
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
Feature Not Available
Self-Service Experience
Not enough data
8.1
6
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.1
7
Self-Service Platform
Not enough data
8.3
7
Not enough data
8.3
7
Not enough data
7.9
7
Not enough data
8.1
6
Generative AI
Not enough data
6.7
5
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Amazon Connect and NICE CXone Mpower are categorized as Contact Center
Unique Categories
Amazon Connect has no unique categories
NICE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Help Desk, Contact Center Workforce, Call Center Infrastructure (CCI), Customer Self-Service, and Proactive Notification
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NICE CXone Mpower
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
Computer Software
19.2%
Information Technology and Services
11.5%
Financial Services
11.5%
Insurance
9.6%
Banking
7.7%
Other
40.4%
Consumer Services
10.2%
Information Technology and Services
8.7%
Telecommunications
6.8%
Financial Services
6.4%
Insurance
6.0%
Other
61.8%
Most Helpful Reviews
Amazon Connect
Most Helpful Favorable Review
Verified User in Financial Services
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
Most Helpful Critical Review
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
NICE CXone Mpower
Most Helpful Favorable Review
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Most Helpful Critical Review
Jessica M.
Verified User in Insurance
Sometimes you may experience back to back IT problems but nothing is perfect i suppose.
Verified User in Financial Services
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
Gretchen G.
Verified User in Telecommunications
I like the strong protection of not having to maintain my own hardware and knowing that inContact is always upgrading their software, ensuring multiple location redundancies, and always looking out for its clients. I have learned to do many valuable things...
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Jessica M.
Verified User in Insurance
Sometimes you may experience back to back IT problems but nothing is perfect i suppose.
Discussions
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 comment
UT
A cloud-based contact center with low cost and scalable resources.Read more
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
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy
