Five9 vs NiCE CXone
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Five9 offers fewer features (53 vs 58) and more integrations (13 vs 5). Starting price: Five9 at $119/mo vs NiCE CXone at $110/mo. Five9 has 50 unique features while NiCE CXone has 55 unique features, with 3 features in common.
| Five9 | NiCE CXone | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 53 | 58 |
| AI-Powered Features | 13 | 29 |
| Starting Price | $119/mo | $110/mo |
| Pricing Tiers | 5 | 10 |
| Integrations | 13 | 5 |
| Shared Features | 3 | |
| Shared Integrations | 2 | |
| Data Quality | 95% | 90% |
Feature Comparison by Category
AI (6 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| AI Agents | ||
| AI Knowledge | ||
| AI Summaries | ||
| Conversational AI | ||
| Genius AI | ||
| Intelligent Virtual Agent (IVA) |
AI Assistance (0 vs 7)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI Automation (0 vs 10)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation | ||
| Customer-Facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
AI Development (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Five9 GenAI Studio |
Agent Management (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Gamification |
Agent Tools (2 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Agent Assist | ||
| Omnichannel Agent Desktop |
Analytics (8 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| AI Insights | ||
| Aceyus Vue | ||
| Aceyus Vue Dashboards | ||
| Five9 Analytics | ||
| Interaction Analytics | ||
| Operational Intelligence | ||
| Performance Management Dashboard | ||
| Reporting & Analytics |
Analytics & Reporting (0 vs 5)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Feedback Management | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Voice of the Customer |
Automation (1 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Workflow Automation | ||
| Workflow Orchestration |
Campaign Management (0 vs 2)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Engagement Orchestrator |
Channels (6 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Chat | ||
| Email Management | ||
| Live Video | ||
| SMS/MMS | ||
| Social Messaging | ||
| Voice Channel |
Commerce Optimization (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Retail E-commerce Conversion Booster |
Communications (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| UCaaS (NiCE 1CX) |
Compliance (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Extra Storage |
Compliance & Security (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Recording Management |
Contact Center Operations (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Blended Inbound/Outbound |
Content Management (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Knowledge Management |
Customer Engagement (0 vs 2)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Journey Orchestration | ||
| Proactive Engagement |
Customer Experience (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Customer Journey Mapping |
Customer Support (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Customer-Facing Knowledge Portal |
Development (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| APIs & SDKs |
Digital Engagement (2 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Digital Outreach | ||
| Social Media Automation |
Governance (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| AI Trust & Governance |
Government Solutions (0 vs 4)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Industry Solutions (0 vs 4)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| Retail Interactions Hub |
Infrastructure (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Geo Redundancy |
Integration (0 vs 5)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations |
Integrations (2 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| CRM Integrations | ||
| UC & UCaaS Integrations |
Knowledge Management (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Employee Knowledge Portal |
Management (3 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Admin Console | ||
| Agent & Supervisor Consoles | ||
| Supervisor Tools |
Outbound (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Dialer |
Payment Processing (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Secure Pay |
Quality & Compliance (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Quality Management (QM) |
Quality Assurance (0 vs 2)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Quality Management | ||
| Screen Recording |
Recording & Analysis (2 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Call Recording | ||
| Live Transcription |
Routing & Orchestration (0 vs 2)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| AI Routing | ||
| Omnichannel Routing |
Security & Compliance (1 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Trusted Identity & Messaging | ||
| WFO Recording Data Protection |
Self-Service (2 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| IVR with Speech Recognition | ||
| Interactive Voice Response (IVR) |
Services (1 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Five9 Professional Services |
Support Services (3 vs 0)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Admin Assist | ||
| Five9 Customer Success Bundles | ||
| Technical Account Manager (TAM) |
User Interface (0 vs 2)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Voice (1 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Five9 Global Voice | ||
| Voice Services |
Voice Automation (0 vs 1)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Interactive Voice Response (IVR) |
Workforce Management (2 vs 3)
| Feature | Five9 | NiCE CXone |
|---|---|---|
| Gamification | ||
| Performance Management | ||
| Workforce Management | ||
| Workforce Management (WFM) | ||
| Workforce Optimization |
Unique Features
Only in Five9 (50)
Agent Assist
Omnichannel Agent Desktop
AI Agents
AI Knowledge
AI Summaries
Conversational AI
Genius AI
Intelligent Virtual Agent (IVA)
Five9 GenAI Studio
Aceyus Vue
Aceyus Vue Dashboards
AI Insights
Five9 Analytics
Operational Intelligence
Performance Management Dashboard
Reporting & Analytics
Workflow Automation
Chat
Email Management
Live Video
+ 30 more unique features
Only in NiCE CXone (55)
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation
Customer-Facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Feedback Management
Industry Experience Insights
Prebuilt Dashboards and BI Reports
+ 35 more unique features
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