Five9 vs NiCE
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Five9 offers fewer features (53 vs 61) and more integrations (13 vs 6). Starting price: Five9 at $119/mo vs NiCE at $110/mo. Five9 has 50 unique features while NiCE has 58 unique features, with 3 features in common.
| Five9 | NiCE | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 53 | 61 |
| AI-Powered Features | 13 | 40 |
| Starting Price | $119/mo | $110/mo |
| Pricing Tiers | 5 | 10 |
| Integrations | 13 | 6 |
| Shared Features | 3 | |
| Shared Integrations | 2 | |
| Data Quality | 95% | 90% |
Feature Comparison by Category
AI (6 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| AI Agents | ||
| AI Knowledge | ||
| AI Summaries | ||
| Conversational AI | ||
| Genius AI | ||
| Intelligent Virtual Agent (IVA) |
AI Development (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Five9 GenAI Studio |
AI/Agent Assist (0 vs 5)
| Feature | Five9 | NiCE |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI/Analytics (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Copilot for Leaders |
AI/Automation (0 vs 11)
| Feature | Five9 | NiCE |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation (Banking) | ||
| Customer-facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent | ||
| Retail Customer Self-Service Automation |
AI/E-Commerce (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Retail E-Commerce Conversion Booster |
AI/Workforce Engagement (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Copilot for Supervisors |
Agent Management (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Gamification |
Agent Tools (2 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Agent Assist | ||
| Omnichannel Agent Desktop |
Analytics (8 vs 4)
| Feature | Five9 | NiCE |
|---|---|---|
| AI Insights | ||
| Aceyus Vue | ||
| Aceyus Vue Dashboards | ||
| Customer Experience Insights (Retail) | ||
| Five9 Analytics | ||
| Industry Experience Insights (Banking) | ||
| Interaction Analytics | ||
| Operational Intelligence | ||
| Patient Experience Insights | ||
| Performance Management Dashboard | ||
| Policyholder Experience Insights | ||
| Reporting & Analytics |
Analytics/Reporting (0 vs 2)
| Feature | Five9 | NiCE |
|---|---|---|
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports |
Automation (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Workflow Automation |
Automation/Orchestration (0 vs 2)
| Feature | Five9 | NiCE |
|---|---|---|
| Journey Orchestration | ||
| Workflow Orchestration |
Channels (6 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Chat | ||
| Email Management | ||
| Live Video | ||
| SMS/MMS | ||
| Social Messaging | ||
| Voice Channel |
Compliance (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Extra Storage |
Compliance/Recording (0 vs 2)
| Feature | Five9 | NiCE |
|---|---|---|
| Recording Management | ||
| Screen Recording |
Contact Center Operations (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Blended Inbound/Outbound |
Customer Experience (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Customer Journey Mapping |
Development (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| APIs & SDKs |
Digital Engagement (2 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Digital Outreach | ||
| Social Media Automation |
Engagement/Motivation (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Gamification |
Feedback/Analytics (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Voice of the Customer |
Feedback/Surveys (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Feedback Management |
Governance (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| AI Trust & Governance |
Industry Solutions (0 vs 8)
| Feature | Five9 | NiCE |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems | ||
| Retail Interactions Hub |
Infrastructure (1 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Cloud Infrastructure | ||
| Geo Redundancy |
Integration (0 vs 7)
| Feature | Five9 | NiCE |
|---|---|---|
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Open APIs | ||
| Prebuilt CRM Integrations | ||
| UCaaS Integration (NiCE 1CX) |
Integrations (2 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| CRM Integrations | ||
| UC & UCaaS Integrations |
Knowledge Management (0 vs 3)
| Feature | Five9 | NiCE |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal | ||
| Knowledge Management |
Management (3 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Admin Console | ||
| Agent & Supervisor Consoles | ||
| Supervisor Tools |
Management Tools (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Supervisor Workspace |
Outbound (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Dialer |
Outbound/Campaign Management (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Outbound Engagement Orchestrator |
Payment Processing (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Secure Pay |
Performance Management (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Performance Management |
Quality & Compliance (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Quality Management (QM) |
Quality Management (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Quality Management |
Recording & Analysis (2 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Call Recording | ||
| Live Transcription |
Routing/Orchestration (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Omnichannel Routing |
Security (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Trusted Identity & Messaging |
Security & Compliance (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| WFO Recording Data Protection |
Self-Service (2 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| IVR with Speech Recognition | ||
| Interactive Voice Response (IVR) |
Services (1 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Five9 Professional Services |
Support Services (3 vs 0)
| Feature | Five9 | NiCE |
|---|---|---|
| Admin Assist | ||
| Five9 Customer Success Bundles | ||
| Technical Account Manager (TAM) |
User Interface (0 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| Agent Workspace |
Voice (1 vs 2)
| Feature | Five9 | NiCE |
|---|---|---|
| Five9 Global Voice | ||
| Interactive Voice Response (IVR) | ||
| Voice Services |
Workforce Management (2 vs 1)
| Feature | Five9 | NiCE |
|---|---|---|
| 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 (58)
Bank Agent Assist
Copilot for Agents
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Copilot for Leaders
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation (Banking)
Customer-facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Retail Customer Self-Service Automation
Retail E-Commerce Conversion Booster
Copilot for Supervisors
Customer Experience Insights (Retail)
+ 38 more unique features
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