Freshcaller vs NiCE CXone
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Freshcaller offers fewer features (47 vs 58) and fewer integrations (2 vs 5). Starting price: Freshcaller at $15/mo vs NiCE CXone at $110/mo. Freshcaller has 47 unique features while NiCE CXone has 58 unique features, with 0 features in common.
| Freshcaller | NiCE CXone | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 47 | 58 |
| AI-Powered Features | 6 | 29 |
| Starting Price | $15/mo | $110/mo |
| Pricing Tiers | 4 | 10 |
| Integrations | 2 | 5 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 70% | 90% |
Feature Comparison by Category
AI & Automation (3 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| AI-Powered Voice Bots | ||
| FREDDY | ||
| Speech-Enabled IVR |
AI Assistance (0 vs 7)
| Feature | Freshcaller | 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 | Freshcaller | 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 |
Agent Management (3 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Agent Extensions | ||
| Call Center Agent Statuses | ||
| Day Passes |
Analytics & Reporting (9 vs 5)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Abandoned Call Metrics | ||
| Advanced Call Metrics | ||
| Agent Availability Report | ||
| Call Lifecycle Information | ||
| Call Metrics | ||
| Custom Reports | ||
| Feedback Management | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Live Dashboards | ||
| Pre-built Reports | ||
| Prebuilt Dashboards and BI Reports | ||
| Service Level Monitoring | ||
| Voice of the Customer |
Automation (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Workflow Orchestration |
CRM Features (2 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Call Notes | ||
| Conversation Properties |
Call Customization (1 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Custom Greetings |
Call Management (3 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Call Conferencing | ||
| Inbound Caller ID | ||
| Parallel Calling |
Call Routing (9 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Advanced Inbound Routing | ||
| Basic Call Queues | ||
| Holiday Routing | ||
| IVR (Phone Trees) | ||
| Queue Callback (Virtual Hold) | ||
| Queue Transfer | ||
| Routing Automation | ||
| Smart Escalations | ||
| Wait Queues |
Call Transfer (2 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Cold Transfer | ||
| Warm Transfer |
Campaign Management (0 vs 2)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Engagement Orchestrator |
Commerce Optimization (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Retail E-commerce Conversion Booster |
Communication (1 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Inbox |
Communications (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| UCaaS (NiCE 1CX) |
Compliance & Security (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Recording Management |
Content Management (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Knowledge Management |
Customer Engagement (0 vs 2)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Journey Orchestration | ||
| Proactive Engagement |
Customer Support (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Customer-Facing Knowledge Portal |
Government Solutions (0 vs 4)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Industry Solutions (0 vs 4)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| Retail Interactions Hub |
Integration (1 vs 5)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Omnichannel Integration | ||
| Prebuilt CRM Integrations |
Knowledge Management (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Employee Knowledge Portal |
Notifications (1 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Desktop Notifications |
Quality Assurance (0 vs 2)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Quality Management | ||
| Screen Recording |
Recording & Compliance (4 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Call Recording Opt-out | ||
| Call Recordings | ||
| Pause Recordings | ||
| Post-Call Transcripts |
Routing & Orchestration (0 vs 2)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| AI Routing | ||
| Omnichannel Routing |
Security & Compliance (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Trusted Identity & Messaging |
Supervision & Coaching (2 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Call Barging | ||
| Call Monitoring |
Team Collaboration (1 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Remote-Ready Workforce |
Telephony (5 vs 0)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Bring Your Own Carrier (BYOC) | ||
| Browser-Based Calling | ||
| Number Porting | ||
| SIP Connections | ||
| Voicemail |
User Interface (0 vs 2)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Voice (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Voice Services |
Voice Automation (0 vs 1)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Interactive Voice Response (IVR) |
Workforce Management (0 vs 3)
| Feature | Freshcaller | NiCE CXone |
|---|---|---|
| Gamification | ||
| Performance Management | ||
| Workforce Management |
Unique Features
Only in Freshcaller (47)
Agent Extensions
Call Center Agent Statuses
Day Passes
AI-Powered Voice Bots
FREDDY
Speech-Enabled IVR
Abandoned Call Metrics
Advanced Call Metrics
Agent Availability Report
Call Lifecycle Information
Call Metrics
Custom Reports
Live Dashboards
Pre-built Reports
Service Level Monitoring
Custom Greetings
Call Conferencing
Inbound Caller ID
Parallel Calling
Advanced Inbound Routing
+ 27 more unique features
Only in NiCE CXone (58)
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
Interaction Analytics
+ 38 more unique features
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