NICE CXone | AI Agent | Alternates | Alternates - AI Agent Discovery Platform

:star2:

NICE CXone

Name: NICE CXone
Price: Contact for Pricing USD
Author: NICE Ltd.

Backed By NICE Ltd.

Unified AI contact center platform for automation and workforce optimization.

Customer Support

Overview

NICE CXone: AI-powered cloud platform for unified contact center operations, streamlining customer interactions and boosting agent productivity.

Use Cases

Voice, chat, SMS, and social

Unified agent workspace

Interaction orchestration

Self-service bots

Quality management

Performance analytics

Real-time dashboards

Customer journey insights

Top Integrations

🌐

API

Product Info

Deployment Method

API-basedSaaS

Model Type

Closed Source

Support

Pricing

Digital Agent

$71

Digital routing across 30+ major channels

Voice Agent

$94

Voice ACD with skills-based routing

Omnichannel Agent

$110

Blended voice and digital routing

Alternates Research On The Product

Top Features

⚡

Omnichannel Routing (Voice, Digital, Blended)

🚀

Intelligent Virtual Agent (IVA) for self-service automation

💻

AI Agents and Automation (Copilot for Agents, Supervisors, Leaders)

🤖

Workforce Management (WFM) for forecasting and scheduling

🔄

Quality Management (QM) with AI evaluation and coaching

Strengths

Comprehensive, unified platform (omnichannel, WFM, analytics, AI)
Ease of use and intuitive design (for many users/agents)
Robust security, compliance, and high availability (99.99% uptime)
Powerful scripting tools for call flow design (Studio)
AI-driven agent assistance (Copilot) and automated features (AutoSummary)

Weaknesses

Customer is responsible for implementing available security features (e.g., MFA) and for routine archiving/backup of content.
Occasional platform outages (user reported: once a month in late 2023).
Inconsistent performance or functionality across all newly integrated modules (e.g., Digital First Omnichannel).
Frustrating support experience for smaller organizations without a dedicated support engineer.
Difficult to find information due to documentation complexity.

Reviews From The Web

Real user experiences from across different platforms

We use it to connect with customers via telephone. The product addresses several business problems, such as connectivity and system issues, and I use it nearly daily.

Verified User

January 30, 2025

TrustRadius

Recommendations

Large enterprises with complex omnichannel needs and a requirement for a high degree of compliance and scalability

nd a requirement for a high degree of compliance and scalability.

Organizations prioritizing AI-driven automation, WFM, and integrated analytics from a single vendor

FM, and integrated analytics from a single vendor.

Small businesses or teams with very simple call center needs and limited budget

nter needs and limited budget.

Organizations requiring an on-premise deployment option

ption.

Final Verdict

A unified, AI-powered enterprise-grade cloud CX platform that accelerates intelligent experiences at scale by orchestrating human and AI agents, providing a single source of truth for performance, and delivering compliance readiness and high availability (99.99% uptime).

Best For

•Large enterprises with complex omnichannel needs and a requirement for a high degree of compliance and scalability.
•Organizations prioritizing AI-driven automation, WFM, and integrated analytics from a single vendor.
•Companies with the budget and dedicated admin staff to manage a feature-rich, enterprise-grade platform.

Watch Out For

•Mandatory on-premise deployment requirement.
•Inability to tolerate high complexity or a steep initial learning curve.
•A primary need for only basic, low-cost telephony functions.
•Customer is responsible for implementing available security features (e.g., MFA) and for routine archiving/backup of content.

Complex and expensive pricing structure (total cost can escalate with add-ons and usage fees) Steeper learning curve and heavy footprint for simpler needs No On-Premises deployment option (Cloud-only) Implementation and change management can be a sizeable program User-reported issues: occasional call issues (dropped calls, tracking), technical issues, slow loading/delays, and steep learning curve for WFM features. Support can be frustrating for smaller organizations without a dedicated engineer Fragmented multi-channel support in older versions (DFO) affecting unified tracking