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- Avaya Experience Platform-vs-NICE CXone Mpower
Compare Avaya Experience Platform and NICE CXone Mpower 
At a Glance
Market Segments
Enterprise (53.0% of reviews)
Mid-Market (52.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $71.00 1 Agent Per Month
Avaya Experience Platform
Star Rating
(177)4.1 out of 5
Market Segments
Enterprise (53.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Avaya Experience PlatformNICE 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 Response Automation with a score of 8.9, making it easier for teams to handle customer inquiries efficiently. In contrast, Avaya Experience Platform, while strong, has a slightly lower score of 8.6 in this area, indicating that NICE CXone may provide a more streamlined experience for automated responses.
- Reviewers mention that NICE CXone Mpower's Database Management is rated exceptionally high at 9.4, which allows for better organization and retrieval of customer data. Avaya Experience Platform, however, has a lower score of 8.9, suggesting that users may find NICE CXone's database capabilities more robust and user-friendly.
- G2 users highlight the superior Performance Analysis features of NICE CXone Mpower, scoring 9.2, which provides detailed insights into agent performance. In comparison, Avaya Experience Platform's score of 7.3 indicates that users may find its performance analysis tools less comprehensive.
- Users on G2 report that NICE CXone Mpower's Omnichannel capabilities are rated at 8.7, allowing for seamless customer interactions across various channels. Avaya Experience Platform, while slightly higher at 9.3, may not offer the same level of integration and ease of use that NICE CXone provides, according to some reviewers.
- Reviewers mention that NICE CXone Mpower shines in Agent Availability with a score of 9.3, which helps ensure that agents are accessible when needed. Avaya Experience Platform's score of 7.7 suggests that users may experience challenges in managing agent availability effectively.
- Users say that NICE CXone Mpower's Ticket Collaboration feature, rated at 8.6, enhances teamwork and communication among agents. In contrast, Avaya Experience Platform does not have a specific score for this feature, indicating that it may not be as emphasized or effective in facilitating collaboration.
Featured Products
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Proactive Notification
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Pricing
Entry-Level Pricing
Avaya Experience Platform
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
Avaya Experience Platform
No trial information availableNICE CXone Mpower
Free Trial is available
Ratings
Meets Requirements
8.7
129
8.8
1,123
Ease of Use
8.4
128
8.7
1,139
Ease of Setup
7.5
31
7.9
395
Ease of Admin
8.0
32
8.3
392
Quality of Support
8.2
115
8.4
1,043
Has the product been a good partner in doing business?
7.9
31
8.2
390
Product Direction (% positive)
7.1
126
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
9.3
12
|
Verified
9.1
594
|
Verified
9.8
8
8.5
316
|
Verified
9.3
12
|
Verified
8.5
337
|
Verified
9.5
7
8.3
276
|
Verified
8.9
11
|
Verified
8.5
333
|
Verified
Generative AI
Feature Not Available
6.7
37
Functions
8.6
31
|
Verified
8.8
629
|
Verified
8.9
31
9.0
666
|
Verified
9.0
28
|
Verified
8.9
522
|
Verified
9.2
12
|
Verified
8.7
367
|
Verified
8.6
13
8.8
430
|
Verified
8.8
11
|
Verified
9.0
525
|
Verified
9.2
11
|
Verified
8.8
525
|
Verified
9.7
11
|
Verified
8.7
473
|
Verified
Administrative
8.7
24
|
Verified
8.6
495
|
Verified
9.0
24
|
Verified
8.9
514
|
Verified
8.5
28
|
Verified
8.6
610
|
Verified
8.7
9
|
Verified
9.1
483
|
Verified
8.8
10
|
Verified
9.0
410
|
Verified
Workforce Management
7.7
5
|
Verified
9.3
281
|
Verified
7.3
5
|
Verified
9.3
272
|
Verified
Not enough data
9.0
221
|
Verified
9.3
5
|
Verified
9.1
221
|
Verified
Not enough data
8.6
173
|
Verified
Administration
Not enough data
9.0
220
|
Verified
7.3
5
|
Verified
9.2
263
|
Verified
7.3
5
|
Verified
9.1
284
|
Verified
Not enough data
8.8
214
|
Verified
8.7
5
|
Verified
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
Feature Not Available
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
Feature Not Available
6.7
5
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Avaya Experience Platform and NICE CXone Mpower are categorized as Contact Center Workforce, Contact Center, Speech Analytics, and Customer Self-Service
Unique Categories
Avaya Experience Platform has no unique categories
NICE CXone Mpower is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Contact Center Knowledge Base, Auto Dialer, Help Desk, Call Center Infrastructure (CCI), and Proactive Notification
Reviews
Reviewers' Company Size
Avaya Experience Platform
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
Telecommunications
14.1%
Information Technology and Services
10.7%
Consumer Services
10.7%
Insurance
10.1%
Financial Services
4.7%
Other
49.7%
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
Avaya Experience Platform
Most Helpful Favorable Review
Verified User in Financial Services
Easy to use. Works well with phone systems.
Most Helpful Critical Review
Verified User in Entertainment
It takes a while for the system to load if it needs to be rebooted and I do not like the voicemail system. There are too many steps to take before listening to voice mails even when you are already logged into the system.
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
Verified User in Human Resources
Service issues. After almost 2 years, we still contiue to have service issues. Dropped calls, call audio delays, password resets and lockouts are frequent issues that sometiems can't be resolved. Voice quality and audio delays in other countries is...
Verified User in Financial Services
Easy to use. Works well with phone systems.
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 Entertainment
It takes a while for the system to load if it needs to be rebooted and I do not like the voicemail system. There are too many steps to take before listening to voice mails even when you are already logged into the system.
Verified User in Human Resources
Service issues. After almost 2 years, we still contiue to have service issues. Dropped calls, call audio delays, password resets and lockouts are frequent issues that sometiems can't be resolved. Voice quality and audio delays in other countries is...
Discussions
Avaya Experience Platform has no discussions with answers
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
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