CONTACT CENTER (CCAAS) · BY NICE

NICE CXone

Last verified 2026-10-28

Best fit when you need

Workforce management

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.

Workforce management2/2#2 of 13 Omnichannel support3/4#3 of 13 IVR self-service2/3#6 of 36 Call recording1/2#11 of 27 Queue callback1/2#8 of 13 Sales dialing2/4#15 of 21 Speed to lead1/2#18 of 32 Support call queues2/4#14 of 27 Call and speech analytics1/3#14 of 27 Call monitoring and QA1/3#8 of 13 Overflow answering1/3#17 of 27 PCI-safe phone payments1/3#6 of 22 Call routing1/4#16 of 27 Debt collection calls1/5#15 of 21 Auto attendant0/3#20 of 27 Call transcription0/2#28 of 36 Click-to-call and in-app calling0/2#16 of 22 WhatsApp customer support0/2#32 of 37

True monthly cost

Includes add-ons required for Workforce management (none required).

Includes add-ons required for Workforce management
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)

Incidents—

Uptime—

Checked—

Integrations

Salesforce · native
Microsoft Dynamics · native
Servicenow · native
Zendesk · native
Oracle · native
Kustomer · native
Pega · native

Compliance

HIPAA BAAUnknown

SOC 2 Type IIUnknown

PCI DSSYes

STIR/SHAKENUnknown

Data residencyUnknown

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	—