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.
Nothing is more convincing than putting it to the test.
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.
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.
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).
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.
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.
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.
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CloudTalk vs. NICE CXone: Pricing Comparison
Short Overview of CloudTalk’s Plans and Pricing
CloudTalk has 4 pricing plans on offer, ranging in price from $25 to $49 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: $29 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: $49 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
Email Integration
Not included
From the Digital Agent Plan ($71/user/month)
From the Expert Plan ($49/user/month)
From the Digital Agent Plan ($71/user/month)
From the Essential Plan ($29/user/month)
From the Omnichannel Agent Plan ($110/user/month)
From the Expert Plan ($49/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)
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:
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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