NiCE CXone
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How to Replace NiCE CXoneOverview
Features
58 features across 22 categories
AI Assistance(7)
AI-driven knowledge assistance specifically for banking agents
AI assistant that provides real-time guidance and suggestions to agents during customer interactions
AI assistant providing insights and recommendations to leadership for strategic decision-making
AI assistant designed to help supervisors monitor teams and provide guidance
AI-driven knowledge assistance specifically for healthcare support agents
AI-driven knowledge assistance specifically for insurance agents
AI-driven knowledge assistance specifically for retail agents
AI Automation(10)
Autonomous AI agents that can handle complex customer service tasks and decisions
AI agents that proactively reach out to customers based on business triggers and customer needs
Intelligent virtual agents that handle customer inquiries autonomously without human intervention
AI-powered automatic summarization of customer interactions
Automated interactions with trusted company knowledge for self-service support
AI virtual agent deployed on customer-facing channels for self-service support
Automated interactions for patients using healthcare-trained conversational flows
Automated interactions for policyholders including quotes, claims, and renewals
AI agent that proactively engages customers across channels based on predictive triggers
AI agent that proactively engages patients throughout their care journey
Analytics & Reporting(5)
Collection and analysis of customer feedback to improve experiences
GenAI-powered insights specific to industry use cases for identifying automation opportunities
Advanced analytics on customer interactions to derive insights and identify optimization opportunities
Pre-configured dashboards and business intelligence reports for monitoring KPIs
Tools for capturing and analyzing customer sentiment and feedback
Automation(1)
Orchestration of workflows across the entire organization for interaction and business process automation
Campaign Management(2)
Management and orchestration of outbound customer engagement campaigns
Orchestrates outbound customer engagement campaigns across multiple channels
Commerce Optimization(1)
Web visitor telemetry analysis to decrease buying friction and increase conversion rates
Communications(1)
Unified Communications as a Service platform integrated with CXone
Compliance & Security(1)
Secure recording, storage, and management of customer interactions for compliance and quality purposes
Content Management(1)
Centralized system for managing and organizing company knowledge for agent and AI agent use
Customer Engagement(2)
Orchestration of customer journeys across multiple touchpoints and channels
Proactive outreach to customers based on business logic and customer lifecycle events
Customer Support(1)
Self-service portal for customers to find answers and resolve issues independently
Government Solutions(4)
Government solution for candidate journey management including document submission and interview scheduling
Government solution for universities to enhance student engagement and prevent attrition
Government solution for managing Medicaid beneficiary communication and enrollment processes
Government solution for proactive two-way communication with pension system members
Industry Solutions(4)
Industry-specific hub for banking that integrates core financial systems
Industry-specific hub for healthcare that connects EHR with patient experience
Industry-specific hub for insurance connecting customer experience with compliance requirements
Industry-specific hub for retail maintaining interaction recording compliance
Integration(5)
Integration capability for external AI agent assistants
Ability to integrate external knowledge management systems
Integration capability to use external transcription services
Integration capability for external virtual agent platforms
Pre-built connectors to popular CRM systems for seamless data synchronization
Knowledge Management(1)
Self-service portal for employees to access training, policies, and knowledge resources
Quality Assurance(2)
Tools for monitoring, assessing, and improving agent and interaction quality
Records agent screen activity for quality assurance and training purposes
Routing & Orchestration(2)
Intelligent routing powered by AI to direct interactions to the best agents
Intelligent routing of customer interactions across voice and digital channels to the right agent
Security & Compliance(1)
Voice biometrics and secure messaging for authenticated interactions and fraud prevention
User Interface(2)
Unified workspace for agents with access to all tools and customer information
Dedicated interface for supervisors to manage teams and monitor quality
Voice(1)
Comprehensive voice channel capabilities including call handling and management
Voice Automation(1)
Automated voice system that handles inbound calls and routes them appropriately
Workforce Management(3)
Gamification elements to increase agent engagement and motivation
Systems for tracking and managing agent performance metrics and goals
Tools for scheduling, forecasting, and optimizing agent workforce allocation
Pricing
CXone Mpower Omnichannel Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
CXone Mpower Essential Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
CXone Mpower Core Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
CXone Mpower Complete Suite
- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
CXone Mpower Ultimate Suite
Popular- ✓Voice and Digital channels
- ✓Omnichannel Routing and Orchestration
- ✓Proactive engagement
- ✓Recording and compliance
- ✓AI routing
- ✓Outbound campaign management
- ✓All Workforce Augmentation features
- ✓All Service Automation features
- ✓All AI Platform features
Ultimate Banking Experience
- ✓Banking engagement hub
- ✓Customer self-service automation
- ✓Trusted Identity & Messaging
- ✓Bank agent assist
- ✓Industry experience insights
Ultimate Insurance Experience
- ✓Insurance engagement and compliance hub
- ✓Policyholder self-service automation
- ✓Proactive engagement AI agent
- ✓Insurance agent assist
- ✓Policyholder experience insights
Ultimate Healthcare Experience
- ✓Healthcare engagement hub
- ✓Patient self-service automation
- ✓Proactive patient engagement AI agent
- ✓Healthcare agent assist
- ✓Patient experience insights
Ultimate Retail Experience
- ✓Retail interactions hub
- ✓Customer self-service automation
- ✓Retail e-commerce conversion booster
- ✓Retail agent assist
- ✓Customer experience insights
Ultimate Government Experience
- ✓NiCE for Corrections
- ✓NiCE for Medicaid
- ✓NiCE for Education
- ✓NiCE for Pension Systems
Cost Calculator
Keep Paying NiCE CXone
Build It Yourself
Total Cost Comparison
DIY hosting estimate based on Vercel + Supabase free/pro tiers (~$20/mo). Build time estimated from 58 features at very easy complexity.
Build vs Buy
Should you build a NiCE CXone alternative or buy the subscription? Estimate based on 58 features.
Buy NiCE CXone
Better ValueBuild Your Own
Buying NiCE CXone saves ~$15,840 over 3 years vs building.
Estimates based on 58 features and a BuildScore of 5/5. Actual costs vary.
Integrations
5 known integrations