CONTACT CENTER (CCAAS) · BY NICE
NICE CXone
Last verified
Best fit when you need
Not a fit when you need
Call and speech analytics: missing call transcription, sentiment analysis.
Call monitoring and QA: missing live call monitoring, whisper and barge.
Overflow answering: missing takes overflow when your line is busy, takes and delivers messages.
PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.
Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.
Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact.
Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.
Call transcription: missing call transcription, sends call summaries.
Click-to-call and in-app calling: missing webrtc calling sdk, click-to-call web widget.
WhatsApp customer support: missing whatsapp business platform access, shared team inbox for messages.
Fit by use case
Required features passed for each job, plus rank among tracked products for that job.
Passes every required check · 1
Workforce management2/2#2 of 13Partial fit · 17
Omnichannel support3/4#3 of 13IVR self-service2/3#6 of 36Call recording1/2#11 of 27Queue callback1/2#8 of 13Sales dialing2/4#15 of 21Speed to lead1/2#18 of 32Support call queues2/4#14 of 27Call and speech analytics1/3#14 of 27Call monitoring and QA1/3#8 of 13Overflow answering1/3#17 of 27PCI-safe phone payments1/3#6 of 22Call routing1/4#16 of 27Debt collection calls1/5#15 of 21Auto attendant0/3#20 of 27Call transcription0/2#28 of 36Click-to-call and in-app calling0/2#16 of 22WhatsApp customer support0/2#32 of 37True monthly cost
Includes add-ons required for Workforce management (none required).
| Users | List price | Forced add-ons | Effective | vs median |
|---|---|---|---|---|
| 5 users | $550Omnichannel Suite | $0 | $550 | +273% |
| 25 users | $2,750Omnichannel Suite | $0 | $2,750 | +273% |
| 100 users | $11,000Omnichannel Suite | $0 | $11,000 | +273% |
List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 53 other tracked products priced on users in the same currency. Full pricing breakdown
Price history
Omnichannel Suite plan, 1 recorded price
Reliability (90 days)
Integrations
- Salesforce · native
- Microsoft Dynamics · native
- Servicenow · native
- Zendesk · native
- Oracle · native
- Kustomer · native
- Pega · native
Compliance
Acceptance by industry
No acceptance records.
Alternatives
Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives
| Product | Overlap | Choose it instead if | 25 users | Compare |
|---|---|---|---|---|
| Talkdesk | 50% | Costs 23% less at 25 users | $2,125 | — |
| Amazon Connect | 37% | Shares 1 use case | — | Compare |
| 8x8 Contact Centerin review | 30% | Shares 0 use cases | — | — |
| Genesys Cloud | 30% | Costs 32% less at 25 users | $1,875 | — |