NICE CXone (formerly inContact)
Cloud contact center platform from NiCE (formerly NICE inContact) covering voice, digital channels, routing, workforce tools and AI.
Our take: CXone puts voice, digital channels, omnichannel routing, recording and agent and supervisor workspaces on one cloud platform.
NICE CXone is NiCE's cloud contact center software. NICE and inContact launched CXone together, and in May 2021 NiCE changed the brand to NiCE CXone. It handles voice and digital channels, routing, call recording, workforce management and AI agents. Published prices run from $110 per agent a month (Omnichannel Suite) to $249 (Ultimate Suite).
A full cloud contact center platform for mid-size and large teams, with published per-agent prices from $110 to $249 a month.
Our score
Reviewed by the Conversion Gems editorial team. Hover a facet to focus it; click to pin.Tap a facet to focus it.
Community ratings
Shown for context only. Our score is independent.
G2
Capterra4.3 / 5 aggregate · across 2 sources
Third-party ratings shown verbatim; aggregate weighted by review volume.
What it is, and why we rate it
One line each. Open a row for detail.
Our takeCXone puts voice, digital channels, omnichannel routing, recording and agent and supervisor workspaces on one cloud platform.
Best / not good for
- Established contact centers needing voice and digital channels on one platform
- Operations that want workforce and quality management built in
- Banking, insurance, healthcare, retail and government teams (industry packages)
- Small or mid-sized teams with tight budgets (cost vs. features mismatch)
- Companies needing quick out-of-the-box setup with minimal IT involvement
- Teams that only need basic inbound voice without digital channels
Friction report
Trade-offs to know before signing up.
- Time to valueSlow: enterprise implementation, onboarding, and integration typically takes weeks to months with professional services involvement.
- Scale breakpointPer-agent costs grow with every seat, and per-session pricing on the Ultimate Suite rises with interaction volume.
- Walled gardenModerate: prebuilt CRM integrations are add-ons, and workflows, analytics and workforce data live inside the CXone platform.
NICE CXone pricing
| Suite | Price | Adds |
|---|---|---|
| Omnichannel Suite | $110 per agent/month | Voice and digital channels, omnichannel routing, proactive web engagement, recording, agent and supervisor workspaces |
| Essential Suite | $135 per agent/month | Screen recording and quality management |
| Core Suite | $169 per agent/month | Workforce management and performance management |
| Complete Suite | $209 per agent/month | Voice of the customer and interaction analytics |
| Ultimate Suite | $249 per agent/month or $0.25 per session | AI routing, automated summaries, copilots for agents, supervisors and leaders, AI agents for self-service, sales and process automation |
| Industry packages | $249 per agent/month or $0.25 per session | Banking, insurance, healthcare and retail; government from $2 per consumer per year |
From NiCE's CXone pricing page, checked 3 October 2026. Features not listed for a suite are available as add-ons. NiCE bills monthly in arrears with no prepay.
A look inside
Frequently Asked Questions
Is NICE inContact the same as NICE CXone?
How much does NICE CXone cost?
Does NICE CXone have a free trial?
How does NICE CXone billing work?
NICE CXone (formerly inContact) alternatives
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