By S. Lucido-Balestrieri

| 20 Dec 2024

Business Phone System, Phone system

NICE CXOne Pricing & Plans Uncovered for 2025

Over 25,000 organizations worldwide* trust NICE CXone for their customer experience management. With its advanced features and omnichannel capabilities, NICE CXone promises seamless communication solutions. But is its pricing as “nice” as its name suggests?

In this article, we’ll break down NICE’s pricing plans and features and compare it to alternatives like CloudTalk to help you find the best fit for your business needs.

Key Takeaways:

NICE CXone’s pricing ranges from $71 to $209 per user/month across six plans, making it best suited for large enterprises with complex customer service needs and a focus on omnichannel support and analytics.
Key features include AI-driven tools like sentiment analysis, omnichannel routing, and advanced workforce management. However, the high starting price, lack of transparent feature breakdown, and unclear inclusions in lower-tier plans can make it less appealing for SMBs.
NICE CXone’s strengths include robust omnichannel support, real-time analytics, and extensive customization options. Despite these advantages, users report challenges such as login and connectivity issues, occasional call-handling errors, and limited affordability for smaller businesses.
Alternatives like CloudTalk offer a more affordable and transparent solution, starting at $25 per user/month. With key features like IVR, Call Recording, and WhatsApp Integration included in lower-tier plans, and AI-powered tools available as affordable add-ons, CloudTalk provides better value and flexibility, especially for SMBs.

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Overview of NICE CXone’s Pricing Plans

NICE CXone’s offers six pricing plans:

Digital Agent ($71 per user/month): Ideal for businesses with a strong online presence, focusing on digital customer interactions and expanding their digital service capabilities.
Voice Agent ($94 per user/month): Suited for businesses focusing on voice-based interactions, including companies relying on phone support, needing robust voice capabilities, and enhancing voice customer service.
Omnichannel Agent ($110 per user/month): Designed for businesses needing a comprehensive customer service solution across multiple communication channels, including managing interactions across voice and digital.
Essential Suite ($135 per user/month): Tailored for businesses needing quality management, performance monitoring, and omnichannel support, including medium-sized contact centers.
Core Suite ($169 per user/month): Best suited for contact centers with complex scheduling needs, organizations seeking data-driven performance improvement, and companies requiring advanced multi-channel analytics.
Complete Suite ($209 per user/month): Best for large enterprises needing advanced analytics, exceptional omnichannel experiences, and workforce optimization.

Let’s take a closer look at each plan and its most relevant features in detail.

Digital Agent

The Digital Agent plan costs $71 per user/month and is designed for SMBs that want to provide a dedicated digital customer experience without the need for voice support.

Key Takeaways:

Support for 30+ digital channels, including email, chat, social media, SMS, and messaging apps like WhatsApp
Dedicated agent and supervisor workspace
Dedicated agent and supervisor workspace
Digital recording and storage

Voice Agent

The Digital Agent plan costs $94 per user/month, and it’s particularly suitable for traditional call centers, customer service departments with high call volumes, and companies transitioning from legacy phone systems to cloud-based solutions.

Key Takeaways:

Voice calling functionality
Universal queue with concurrent interaction handling
Self-service via voice IVR (Interactive Voice Response)
Voice recording and storage

Omnichannel Agent

The NICE CXone Omnichannel Agent plan, priced at $110 per month per user, is a good choice for medium to large-sized businesses with complex customer service needs and companies in industries requiring extensive customer support (e.g., retail, telecommunications, financial services).

Key Takeaways:

Omnichannel blended routing for digital and voice
Voice and digital capture, storage, search and playback
Dedicated agent and supervisor workspace
Voice and digital prebuilt data visualization dashboards and reports

Essential Suite

The Essential Suite plan, priced at $135 per user/month, is well-suited for businesses with a dedicated quality assurance team, companies looking to implement data-driven coaching programs, and organizations aiming to optimize their workforce management.

Key Takeaways:

Screen recording for agents (voice and digital interactions)
Quality management workflows for coaching and evaluation
Supervisor workspace for real-time monitoring
Prebuilt and customizable cross-domain dashboards and reports

Core Suite

The NICE CXone Core Suite plan, priced at $169 per agent/month, is a good fit for enterprise contact centers and organizations prioritizing employee engagement and performance optimization.

Key Takeaways:

Omnichannel AI forecasting and scheduling
Agent mobile scheduling app with auto approvals
Adherence and time utilization insights
360 view of the agent KPIs, metrics, and trends

Complete Suite

The NICE CXone Complete Suite plan, priced at $209 per agent/month, is tailored for enterprise-level businesses with high interaction volumes and companies prioritizing data-driven decision-making in customer service.

Key Takeaways:

AI-driven omnichannel analytics across all interactions
Sentiment analysis and trend discovery
Contextual and conversational customer feedback
Capture Voice of the Customer as part of IVR and quality workflows

Discover the Top 10 NiceCX One Alternatives

Short Overview of CloudTalk’s Plans and Pricing

CloudTalk has 4 pricing plans on offer, ranging in price from $25 to $50 per user/month, with a special exception for the custom pricing plan that lets you tailor your solution to your unique business needs.

CloudTalk’s plans are designed to suit a wide range of businesses, from small companies just starting to growing call centers with high call volumes.

Here’s a breakdown of CloudTalk’s plans:

Starter: It’s a great fit for companies just beginning their operations, small teams with basic communication needs, and businesses working with limited budgets seeking affordable solutions.

Key Features: Unlimited inbound and intracompany calls, Call Flow Designer, Click-to-Call, Voicemail

Price: $25 per user/month.
Essential: This plan is ideal for small to medium-sized businesses that need more advanced communication features than those offered in the Starter plan. It provides enhanced capabilities without the complexity of larger systems.

Key Features: SMS/MMS, Interactive Voice Response (IVR), Skill-Based Routing, Integrations + Open API.

Price: $30 per user/month.
Expert: It’s especially suited for companies with complex call routing needs, businesses handling high call volumes, and organizations that require advanced analytics and reporting.

Key Features: Power Dialer, Smart Dialer, WhatsApp Inbound & Outbound Messages, Call Monitoring, VIP Queues.

Price: $50 per user/month.
Custom: The Custom plan is for growing contact centers and companies needing tailored reporting, integrations, and premium support.

Key Features: Custom Onboarding, Unlimited Outbound Calls with Flat Rates, Enterprise-Level Security, Developer Support.

Price: Varies based on features and number of users.

CloudTalk vs. NICE CXone: Features & Pricing

Feature/ Aspect

CloudTalk

NICE CXone

Starting Price

$25/user/month

$75/user/month

Free Trial

14 days

60 days

Calling

From the Starter Plan ($25/user/month)

From the Voice Agent Plan ($94/user/month)

Mobile and Desktop App

Included in all plans

Email Integration

Not included

From the Digital Agent Plan ($71/user/month)

WhatsApp Integration

From the Expert Plan ($50/user/month)

From the Digital Agent Plan ($71/user/month)

IVR

From the Essential Plan ($30/user/month)

From the Voice Agent Plan ($94/user/month)

Call Recording

Included in all plans ($25/user/month)

From the Voice Agent Plan ($94/user/month)

Real-Time Dashboard

From the Essential Plan ($30/user/month)

From the Omnichannel Agent Plan ($110/user/month)

Call Monitoring

From the Expert Plan ($50/user/month)

From the Essential Suite Plan ($135/user/month)

Custom Reporting

From the Custom plan (quote-based)

From the Essential Suite Plan ($135/user/month)

AI forecasting and scheduling

Not included

From the Core Suite Plan ($169/user/month)

Sentiment Analysis

As an add-on ($19/user/month)

From the Complete Suite Plan ($209/user/month)

CloudTalk Vs. NICE CXone: Key Insights

Here’s what we concluded from the comparison between CloudTalk and NICE CXone:

Pricing: With CloudTalk, you know exactly what you’ll pay per user, with clear details about the features included on the pricing page, starting at just $25 per user/month. In contrast, NICE CXone has a higher starting price of $75 per user/month and lacks transparency, making it difficult to determine if a specific feature you need is included in its plans.
Calls: CloudTalk allows you to make unlimited inbound and outbound calls starting at $25 per user/month, while NICE CXone offers call capabilities from $94 per user/month, making it nearly four times more expensive .
Features: CloudTalk includes essential tools like WhatsApp Integration, IVR, Call Recording, Real-Time Dashboards, and Call Monitoring in its affordable plans. For AI-powered features like Sentiment Analysis and Trending Topics, CloudTalk offers an add-on for $19/month, while NICE CXone includes these only in its Complete Suite Plan at $109 per user/month, making CloudTalk the more cost-effective choice.
Best for SMBs vs. larger businesses: CloudTalk is the best option for SMBs, while NICE CXone focuses more on larger businesses when it comes to pricing strategy and value for money in terms of features.

Overall, CloudTalk has been a strategic win for our business. Data-driven insights, user-friendly interface, and cost efficiency – it’s the trifecta for any call center looking to improve performance.
Sienna B., from a mid-sized business

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NICE CXone Best Features

While not all features are clearly explained on the website, user reviews highlight NICE CXone’s best features, including:

Omnichannel support: Users appreciate the platform’s ability to manage customer interactions seamlessly across various channels, including voice, chat, social media, and email.
Real-Time analytics and reporting: Users benefit from robust analytics tools that provide insights into key performance indicators (KPIs) and customer interactions. This feature aids in tracking progress and making data-driven decisions.
Customization options: NICE CXone allows extensive user interface customization and customer interactions, enabling businesses to tailor the platform to their specific branding and operational needs.

NICE CXone’s Pros & Cons

With everything we’ve seen and based on NICE CXone’s reviews, here are the pros and cons of Mitel:

PROS

Ease of use: Users appreciate the platform’s intuitive interface, which requires minimal agent training. The design is described as “slick and intuitive,” contributing to a positive user experience.
Integration capabilities: NICE CXone integrates effectively with other tools and systems, such as CRMs and workforce management software. This integration streamlines workflows and enhances productivity.
Reliable customer support: Many users praise the customer support provided by NICE CXone, noting that the support team is responsive and helpful in resolving issues or providing guidance on effectively utilizing the platform’s features.

CONS

Call handling issues: Some users report occasional problems such as “call refused” errors without alerts and instances where calls are not received, which can be frustrating in a call center environment.
Lack of redundancy: The absence of backup systems during outages has been noted, leading to operational disruptions.
Login and connectivity challenges: Users have experienced difficulties logging in, with standard solutions like clearing cache and cookies sometimes proving ineffective.

After 6 months working with NICE CXone, I can tell that sometimes it drops calls when your internet connection is slow and you have to restart it, besides that I would really like to see a different interface
Jeyson R., G2.

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NICE CXone offers robust omnichannel support, real-time analytics, and extensive customization options, making it a strong choice for enterprises with complex needs. However, its high starting price, unclear feature breakdown, and limited affordability for smaller companies make it less accessible.

In contrast, CloudTalk provides a transparent, budget-friendly solution with essential features like IVR, Call Recording, and AI-powered tools. In conclusion, if you want an affordable solution to enhance your communication without compromising on features, CloudTalk is the smarter choice.

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Sources

NICE CXone Drives Customer Experience Innovation in Anz

FAQs

How does NICE inContact pricing work?

NICE inContact pricing follows a tiered model, ranging from $71 to $209 per user/month. Each tier offers different features and communication channels tailored to specific business needs.

What is the NICE platform?

NICE call center software is a cloud-based solution unifying omnichannel routing, workforce optimization, analytics, and AI to enhance experience and efficiency.

What is NICE CXone used for?

NICE CXone is a cloud CX platform for managing interactions across multiple communication channels, unifying tools to deliver seamless experiences in contact centers.

Is NICE free?

NICE CXone is a subscription-based platform with monthly plans starting at $71 per user. It offers a free trial but no free version.

What are NICE’s network and system requirements?

NICE requires TLS 1.2, specific ports, .NET Framework, Windows 8+, Chrome/Edge, 8 GB RAM for high-speed tasks, and IPV4-compliant firewalls.

What types of phone numbers does NICE offer?

NICE’s contact center software offers Direct Inward Dialing (DID) and toll-free numbers (TFN) for routing customer interactions..

Does NICE CXone charge per minute?

NICE CXone cost ranges from $71 to $209 per user/month with tiered pricing plans that charge per user, not per minute, based on included features and channels.