Compare NICE CXone Mpower and Sharpen 
At a Glance
Market Segments
Mid-Market (52.1% of reviews)
Mid-Market (58.5% of reviews)
Entry-Level Pricing
Starting at $71.00 1 Agent Per Month
$0.05 1 Per minute
NICE 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 plansSharpen
Star Rating
(41)4.0 out of 5
Market Segments
Mid-Market (58.5% of reviews)
Entry-Level Pricing
$0.05 1 Per minute
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that NICE CXone Mpower excels in Ease of Setup with a score of 8.0, while Sharpen falls short with a score of 6.3, making NICE CXone Mpower a more user-friendly option for quick deployment.
- Reviewers mention that NICE CXone Mpower's Response Automation feature is highly rated at 8.9, which allows for efficient ticket handling, whereas Sharpen's automation capabilities are less robust, leading to slower response times.
- G2 users highlight the superior Database Management in NICE CXone Mpower, scoring 9.4, which facilitates better data organization and retrieval compared to Sharpen's lower score of 8.3, indicating a more streamlined experience for users.
- Users on G2 emphasize the effectiveness of NICE CXone Mpower's Call Monitoring feature, rated at 9.5, which provides comprehensive oversight of agent performance, while Sharpen's score of 8.0 suggests it may lack some critical monitoring functionalities.
- Reviewers say that NICE CXone Mpower's Omnichannel capabilities are rated at 8.7, allowing seamless communication across various platforms, whereas Sharpen's score of 7.8 indicates a less integrated experience for users.
- Users report that NICE CXone Mpower's Quality of Support is rated at 8.4, reflecting a strong commitment to customer service, while Sharpen's score of 7.8 suggests that users may experience longer wait times or less effective support.
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
Sharpen
IVR / Self Service
$0.05
1 Per minute
Unlock effortless self-service without the need for developers.
- Visual drag-and-drop interface for designing your customer’s call journey
- Real-time reports and shareable dashboards for operational optimization
- Automated outbound to contact lists
Free Trial
NICE CXone Mpower
Free Trial is available
Sharpen
No trial information availableRatings
Meets Requirements
8.8
1,123
7.5
34
Ease of Use
8.7
1,139
7.8
34
Ease of Setup
7.9
395
6.3
20
Ease of Admin
8.3
392
6.9
22
Quality of Support
8.4
1,043
7.8
33
Has the product been a good partner in doing business?
8.2
390
7.3
22
Product Direction (% positive)
8.2
1,056
7.4
36
Features by Category
Ticket and Case Management
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
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
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
Not enough data
Platform
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
Not enough data
Dialing Options
9.0
299
|
Verified
Not enough data
9.0
272
|
Verified
Not enough data
8.9
267
|
Verified
Not enough data
Agent Tools
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
Not enough data
Automation
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
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
Feature Not Available
Not enough data
Quality Assurance
9.0
251
Not enough data
9.0
235
Not enough data
8.8
260
Not enough data
Engagement
9.0
236
Not enough data
9.0
248
Not enough data
8.8
236
Not enough data
Performance
8.9
235
Not enough data
9.2
254
Not enough data
Generative AI
5.0
16
Not enough data
5.2
16
Not enough data
Channels
9.1
594
|
Verified
7.8
17
|
Verified
8.5
316
|
Verified
Not enough data
8.5
337
|
Verified
7.7
11
|
Verified
8.3
276
|
Verified
8.2
12
|
Verified
8.5
333
|
Verified
7.8
12
|
Verified
Generative AI
6.7
37
Feature Not Available
Functions
8.8
629
|
Verified
7.5
19
|
Verified
9.0
666
|
Verified
8.0
21
|
Verified
8.9
522
|
Verified
7.3
17
|
Verified
8.7
367
|
Verified
6.0
7
8.8
430
|
Verified
6.3
8
|
Verified
9.0
525
|
Verified
7.4
11
|
Verified
8.8
525
|
Verified
7.7
11
|
Verified
8.7
473
|
Verified
8.7
10
|
Verified
Administrative
8.6
495
|
Verified
8.2
16
|
Verified
8.9
514
|
Verified
7.8
16
|
Verified
8.6
610
|
Verified
8.0
20
|
Verified
9.1
483
|
Verified
8.2
16
|
Verified
9.0
410
|
Verified
7.1
7
Workforce Management
9.3
281
|
Verified
8.8
8
|
Verified
9.3
272
|
Verified
8.3
8
|
Verified
9.0
221
|
Verified
6.2
7
|
Verified
9.1
221
|
Verified
7.6
7
|
Verified
8.6
173
|
Verified
Feature Not Available
Administration
9.0
220
|
Verified
8.3
9
|
Verified
9.2
263
|
Verified
8.0
9
|
Verified
9.1
284
|
Verified
8.0
9
|
Verified
8.8
214
|
Verified
6.5
8
|
Verified
9.0
218
|
Verified
8.5
8
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
8.7
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
Not enough data
Generative AI
Feature Not Available
Not enough data
Workforce Management
9.5
28
Not enough data
9.2
26
Not enough data
Administrative
9.6
28
Not enough data
9.3
29
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
Feature Not Available
Not enough data
Self-Service Experience
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
Not enough data
Self-Service Platform
8.3
7
Not enough data
8.3
7
Not enough data
7.9
7
Not enough data
8.1
6
Not enough data
Generative AI
6.7
5
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Categories
Categories
Shared Categories
NICE CXone Mpower and Sharpen are categorized as Auto Dialer, Contact Center Workforce, and Contact Center
Unique Categories
Sharpen 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.)
Sharpen
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
10.2%
Information Technology and Services
8.7%
Telecommunications
6.8%
Financial Services
6.4%
Insurance
6.0%
Other
61.8%
Health, Wellness and Fitness
17.1%
Insurance
12.2%
Financial Services
9.8%
Consumer Goods
9.8%
Hospitality
7.3%
Other
43.9%
Most Helpful Reviews
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.
Sharpen
Most Helpful Favorable Review
Verified User in Hospital & Health Care
I manage a call center for a community clinic in Northern California. My favorite feature about Sharpen its insights capabilities. I've been able to create reportable and understandable KPIs for my representatives and set goals to continue to improve...
Most Helpful Critical Review
Verified User in Financial Services
Because it's all web based, connection is poor many times. We have trouble with Sharpen fixing reoccurring issues or giving real reasons as to why things happened. Many of our road map and enhancement ideas are only coming from our organization and that...
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 Hospital & Health Care
I manage a call center for a community clinic in Northern California. My favorite feature about Sharpen its insights capabilities. I've been able to create reportable and understandable KPIs for my representatives and set goals to continue to improve...
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
Because it's all web based, connection is poor many times. We have trouble with Sharpen fixing reoccurring issues or giving real reasons as to why things happened. Many of our road map and enhancement ideas are only coming from our organization and that...
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
What is SharpenCX used for?
1 comment
Official Response from Sharpen
Sharpen is an AI-powered cloud contact center that simplifies and secures every customer and agent interaction to enable quick and efficient resolution...Read more
Sharpen has no more discussions with answers
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