NiCE

nice.com

Customer Support

Few Days

Build Difficulty: 4/5

A few focused days to build a solid replacement

One AI platform to transform customer experience at scale

How to Replace NiCE

Compare:vs CloudTalk vs HappyFox vs Nextiva

Overview

NiCE is an enterprise AI-first customer experience platform that powers 15B+ interactions annually. It enables organizations to automate workflows, orchestrate journeys, and deliver consistent, scalable customer experiences across all touchpoints through intelligent AI agents and unified cloud infrastructure.

Features

61 features across 25 categories

AI/Agent Assist(5)

Bank Agent AssistAIPremium

AI-driven knowledge assistance specifically for banking agents

Copilot for AgentsAI

AI-powered assistant providing real-time guidance and support to agents

Healthcare Agent AssistAIPremium

AI-driven knowledge assistance specifically for healthcare agents

Insurance Agent AssistAIPremium

AI-driven knowledge assistance specifically for insurance agents

Retail Agent AssistAIPremium

AI-driven knowledge assistance specifically for retail agents

AI/Analytics(1)

Copilot for LeadersAI

AI-powered assistant providing strategic insights and intelligence to leaders

Also in: SecurityScorecard, Exabeam, Cloze

AI/Automation(11)

Agentic AI AgentsAI

Next-generation AI agents that can autonomously execute complex tasks and workflows

AI Agents for Proactive EngagementAI

Proactive AI agents that engage customers throughout their journey

AI Agents for Self-ServiceAI

Intelligent virtual agents that handle customer inquiries autonomously

AutoSummaryAI

Automatic summarization of customer interactions using AI

Customer Self-Service Automation (Banking)AIPremium

Automated banking interactions trained on financial use cases

Customer-facing Intelligent Virtual AgentAI

AI-powered virtual agent for customer self-service interactions

Patient Self-Service AutomationAIPremium

Automated healthcare interactions trained on healthcare use cases

Policyholder Self-Service AutomationAIPremium

Automated insurance interactions for quotes, claims, and renewals

Proactive AI AgentAI

AI agent that proactively reaches out to customers with relevant offers or support

Proactive Patient Engagement AI AgentAIPremium

AI agent for proactive patient engagement throughout care journey

Retail Customer Self-Service AutomationAIPremium

Automated retail interactions trained on retail use cases

Also in: QuickBooks, Pinterest Business, Orange Logic

AI/E-Commerce(1)

Retail E-Commerce Conversion BoosterAIPremium

AI-powered tool leveraging web visitor telemetry to increase conversion rates

AI/Workforce Engagement(1)

Copilot for SupervisorsAI

AI-powered assistant providing real-time intelligence and support to supervisors

Analytics(4)

Customer Experience Insights (Retail)AIPremium

GenAI-powered insights for retail automation opportunities

Industry Experience Insights (Banking)AIPremium

GenAI-powered insights identifying automation opportunities in banking

Patient Experience InsightsAIPremium

GenAI-powered insights for healthcare automation opportunities

Policyholder Experience InsightsAIPremium

GenAI-powered insights for insurance automation opportunities

Also in: Hugging Face, Notion, Smartsheet

Analytics/Reporting(2)

Interaction AnalyticsAI

Analytics and insights derived from customer interactions

Prebuilt Dashboards and BI Reports

Pre-configured analytics dashboards and business intelligence reports

Also in: Jasper, Givecloud, turboSMTP

Automation/Orchestration(2)

Journey OrchestrationAI

Orchestration of customer journeys across all touchpoints

Workflow OrchestrationAI

Orchestration of customer service workflows across the entire organization

Compliance/Recording(2)

Recording Management

Recording, storage, and compliance management of customer interactions

Screen Recording

Recording of agent screen activity for quality and compliance purposes

Engagement/Motivation(1)

Gamification

Gamification features to motivate and engage agents

Feedback/Analytics(1)

Voice of the CustomerAI

Collection and analysis of customer sentiment and feedback

Feedback/Surveys(1)

Feedback Management

Collection and management of customer and employee feedback

Industry Solutions(8)

Banking Engagement HubAIPremium

Industry-specific engagement hub integrating core financial systems

Healthcare Engagement HubAIPremium

Industry-specific engagement hub connecting EHR with patient experience

Insurance Engagement and Compliance HubAIPremium

Industry-specific engagement hub for insurance with compliance features

NiCE for CorrectionsAIPremium

Government solution for candidate journey management and HR staff processes

NiCE for EducationAIPremium

University solution for student engagement, retention, and success

NiCE for MedicaidAIPremium

Government solution for beneficiary communication, enrollment, and compliance

NiCE for Pension SystemsAIPremium

Government solution for proactive member communication and notification

Retail Interactions HubPremium

Industry-specific hub for retail with recording compliance

Infrastructure(1)

Cloud Infrastructure

Scalable, secure cloud platform for running customer service operations

Integration(7)

Bring Your Own Agent AssistantAI

Integration capability to use custom AI agent assistant

Bring Your Own Knowledge Base

Integration capability to use custom knowledge management system

Bring Your Own Transcription

Integration capability to use custom transcription service

Bring Your Own Virtual AgentAI

Integration capability to use custom virtual agent solution

Open APIs

Open API capabilities for seamless integrations and custom development

Prebuilt CRM Integrations

Pre-built connectors to popular CRM systems

UCaaS Integration (NiCE 1CX)

Unified communications as a service integration for voice and messaging

Knowledge Management(3)

Customer-facing Knowledge Portal

Self-service knowledge base for customers to find answers independently

Employee Knowledge Portal

Self-service knowledge base for employees to access information and resources

Knowledge ManagementAI

Domain-specific AI that understands business context and manages knowledge bases

Management Tools(1)

Supervisor Workspace

Interface for supervisors to monitor teams, quality, and performance

Outbound/Campaign Management(1)

Outbound Engagement OrchestratorAI

Orchestrates outbound customer engagement campaigns across channels

Performance Management(1)

Performance Management

Management of agent and team performance metrics and goals

Quality Management(1)

Quality ManagementAI

Tools for monitoring, evaluating, and improving agent performance and call quality

Routing/Orchestration(1)

Omnichannel RoutingAI

Intelligent routing of customer interactions across voice and digital channels

Security(1)

Trusted Identity & MessagingPremium

Voice biometrics and secure messaging for fraud prevention and authentication

User Interface(1)

Agent Workspace

Unified interface for agents to manage all customer interactions

Voice(2)

Interactive Voice Response (IVR)

Automated voice interaction system for customer self-service on voice channels

Voice Services

Comprehensive voice channel capabilities for customer interactions

Workforce Management(1)

Workforce Management

Tools for scheduling, forecasting, and managing contact center workforce

Pricing

CXone Mpower Omnichannel Suite

$110/agent/month

✓Voice and Digital channels
✓Omnichannel Routing and Orchestration
✓Proactive engagement
✓Recording and compliance
✓AI routing
✓Outbound campaign management
✓Interaction and Workflow Orchestration

CXone Mpower Essential Suite

$135/agent/month

✓Voice and Digital channels
✓Omnichannel Routing and Orchestration
✓Proactive engagement
✓Recording and compliance
✓AI routing
✓Outbound campaign management
✓Interaction and Workflow Orchestration
✓Workforce Engagement
✓Screen Recording
✓Quality Management
✓Workforce Management
✓Performance Management
✓Voice of the Customer
✓Interaction Analytics
✓AutoSummary
✓Copilot for Agents
✓Copilot for Supervisors
✓Gamification
✓Employee knowledge portal

CXone Mpower Core Suite

$169/agent/month

✓Voice and Digital channels
✓Omnichannel Routing and Orchestration
✓Proactive engagement
✓Recording and compliance
✓AI routing
✓Outbound campaign management
✓Interaction and Workflow Orchestration
✓Workforce Engagement
✓Screen Recording
✓Quality Management
✓Workforce Management
✓Performance Management
✓Voice of the Customer
✓Interaction Analytics
✓AutoSummary
✓Copilot for Agents
✓Copilot for Supervisors
✓Gamification
✓Employee knowledge portal
✓Service Automation
✓Proactive engagement
✓Customer-facing intelligent virtual agent
✓Customer-facing knowledge portal

CXone Mpower Complete Suite

$209/agent/month

✓Voice and Digital channels
✓Omnichannel Routing and Orchestration
✓Proactive engagement
✓Recording and compliance
✓AI routing
✓Outbound campaign management
✓Interaction and Workflow Orchestration
✓Workforce Engagement
✓Screen Recording
✓Quality Management
✓Workforce Management
✓Performance Management
✓Voice of the Customer
✓Interaction Analytics
✓AutoSummary
✓Copilot for Agents
✓Copilot for Supervisors
✓Copilot for Leaders
✓Gamification
✓Employee knowledge portal
✓Service Automation
✓Proactive engagement
✓Customer-facing intelligent virtual agent
✓Customer-facing knowledge portal
✓AI Platform features
✓Agent workspace
✓Supervisor workspace
✓Prebuilt dashboards and BI reports
✓Bring your own transcription
✓Prebuilt CRM integrations
✓Bring your own knowledge base
✓Bring your own agent assistant
✓Bring your own virtual agent
✓UCaaS (NiCE 1CX)