# NiCE CXone Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about NiCE CXone Software - reviews, pricing plans, popular comparisons to other Call Center products and more. Source: https://www.capterra.com/p/134775/inContact-Call-Center-Software --- # NiCE CXone Software Review 2026: Features, Integrations, Pros & Cons Last updated on April 17, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) NiCE CXone ## What is NiCE CXone? NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media. ## What is NiCE CXone used for? [Call Center](https://www.capterra.com/call-center-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Top alternative Featured Overall rating Based on 581 user reviews Reviews sentiment Positive 82% Neutral 12% Negative 6% Pros & cons Intuitive and accessible interface Comprehensive feature-rich platform Recurring glitches and instability Frequent lag and slowdowns Starting price $71 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for NiCE CXone?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.nice.com&name=NiCE CXone) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### NiCE CXone 4.2 (581) VS. [4.4 (4,077)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $71 Per User, Per Month Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (580) Ease Of Use 4.3 (3,601) Value For Money 4.1 (419) Value For Money 4.2 (2,655) Customer Service 4.0 (482) Customer Service 4.3 (2,764) ## NiCE CXone alternatives [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [4.5 (3,412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.6 (142)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $199.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) ## Who uses NiCE CXone? Based on Capterra reviews from the past 5 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Intuitive and accessible interface 87% positive reviews out of 220 Most reviewers indicate ease of use enables quick adoption, remote access, efficient customization, and smooth daily operations. Recurring glitches and instability 71% negative reviews out of 68 Most reviewers comment bugs and issues cause frequent crashes, system errors, and delayed technical support resolution. Abel A Agent , 2 - 10 employees. "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered" Comprehensive feature-rich platform 88% positive reviews out of 41 Most reviewers describe features as extensive, customizable, and regularly updated, streamlining workflows and improving efficiency. Vipul J Senior Manager Quality, 10,001+ employees. "User friendly with advance features including planning, managing real times queues, quality management etc." Frequent lag and slowdowns 76% negative reviews out of 34 Most reviewers report performance and speed issues, including system lags, slow loading, and time-consuming data processing. Seamless system integrations 87% positive reviews out of 30 Most reviewers find integrations straightforward, allowing smooth connection with CRMs, communication tools, and scalable business processes. Persistent connectivity disruptions 90% negative reviews out of 30 Most reviewers indicate connection issues, outages, and unreliable network stability regularly interrupt workflow and require frequent troubleshooting. Amy A Director, Community Impact, 51 - 200 employees. "We also had issues with connectivity that took months before identifying the issue to fix." ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Reporting/Analytics 4.3 (123) 47.97% of 123 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Contact Management 4.3 (89) 47.19% of 89 reviewers that rated this feature as important or highly important Manage, organize, and store contact information Interaction Tracking 4.4 (87) 51.72% of 87 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts Call Center Management 4.5 (85) 68.24% of 85 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Knowledge Base Management 4.1 (79) 29.11% of 79 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Alerts/Escalation 4.2 (66) 48.48% of 66 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request NiCE CXone 124 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes System that automatically dials calls Tickets are automatically assigned to specific agents based on predefined rules Automatically create schedules based on business needs or employee availability and qualifications Distribute/route/connect calls Dials outbound calls automatically Create and automatically send premade copy in response to customer messages A call center that both makes and receives calls Create budgets based on historical data and future projections Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Track and report on call outcomes Collects essential call data such as call origin, call destination, call length, and other transaction details Listen to live phone conversations for the purpose of training and assessing agent performance Record the audio of phone conversations for quality assurance purposes Sends voice calls to a specific queue based on predetermined criteria Schedule date and time for callbacks/follow-up calls or reminders Provide agents with a typical response for common call subject matter Highlight specific time marks for annotation and review purposes Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Measure campaign influence through collection of keyword tracking and revenue sources Transfers live calls to other agents Schedules callback times Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Control the name and number that appears on outbound caller ID Organize and group data or items based on various criteria Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Manage and track all internal and external communication conducted via calls, email, text, or chat Computer-telephony integration is the use of computers to manage telephone calls Centralized database of stakeholders and their contact information such as names, address, phone number etc. Manage, organize, and store contact information Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Visualize and analyze customer experience across all touchpoints and channels Tool to send questionnaires to customers to gauge feedback Add customized logos and colors to align with company branding Customize contracts and forms to collect specific information Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Assemble applications and processes by dragging over and arranging pre-built components Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Conduct & deliver coaching sessions to improve employee performance or facilitate development Electronic storage of staff/employee contact information and job status in a centralized repository Track employee schedules, availability, and performance across projects and tasks Assign working shifts or tasks to employees based on their availability Predefined actions automatically performed on the occurance of specific events Federal Communications Commission (FCC) compliance Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Move files across different systems or networks Designed for call centers Federal Trade Commission (FCC) compliance A call center that primarily receives calls, typically customer service focused Organize, prioritize, and manage incoming communications Track interaction history by documenting conversations for contacts Monitoring current trends & demands to identify and resolve staffing gaps Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Predict labor requirements based on past and present data/trends Boards that use custom metrics to show how leading performers compare to other individuals/teams Manage contacts across multiple mailing lists Ability to chat online in real time Templated responses for responding quickly to recurring support requests Agents choose who to call and when Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Collect information from multiple sources Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Record the audio of phone conversations for quality assurance purposes A call center that primarily makes calls, typically sales focused Organize and manage the accomplishments and development of employees or performance of applications or systems A set of indicators that tracks the performance of networks, applications, systems, teams, etc. System automatically dials the next number on the contact list after the previous call ends System calls multiple numbers at once and connects the agent to the first number that answers System provides callee information to agent prior to the call to help determine whether or not to make the call Streamlining repetitive tasks and activities through automated and predefined workflows Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Engage in direct, instant messaging with customers, users, etc. Active reporting of data and metrics Receive system updates as soon as any changes are made Record live video calls to play later Tools to find, assess, and hire suitable candidates for a job within an organization Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Automatically record calls at predetermined times Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Managing and trading shift details between employees Track employee skills, competencies, training & qualifications Send messages via SMS Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Analyze, correct, and monitor speech for transcriptions or recordings Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Create and administer polls and surveys Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, save, and re-purpose templates for emails, forms, etc. Turns text into natural sounding speech Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Track and manage employee's work hours to improve payroll accuracy Track and manage employee time-off, vacation, and sick leave requests Track the amount of time spent on a job or task Utilize third party services to cover unforeseen labor needs Computer-based system that allows users to send and receive voice messages Place/receive calls through voice over IP connection Create, design and manage workflows for repetitive tasks A set of processes to optimize the productivity of its employees Get Advice We can help you find the software with the features you need. Features 4.1 (580) 4.1 Based on 580 reviews ## Pricing Value for money 4.1 (419) Free Trial [View pricing plan details](https://www.capterra.com/p/134775/inContact-Call-Center-Software/pricing/) CXone Mpower Digital Agent $71.00 Per User,Per Month It includes: - Common data sets and models​ - Unified administration and user interface​ - Digital Agent routing for 30+ channels​ - Dedicated agent and supervisor workspace​ - Prebuilt data visualization dashboard and reports​ - Digital recording and storage CXone Mpower Voice Agent $94.00 Per User,Per Month It includes: - CXone multi-tenant cloud, open platform, common data sets and models​ - Unified administration and user interface​ - Universal queue with concurrent interaction handling​ - Dedicated agent and supervisor workspace​ - Self-Service via voice IVR with no-code configuration​ - Prebuilt and customizable cross-domain dashboards and reports - Voice recording and storage CXone Mpower Omnichannel Agent $110.00 Per User,Per Month It includes: - Omnichannel blended routing for digital and voice​ - Universal queue with concurrent interaction handling​ - Voice and digital capture, storage, search and playback​ - Dedicated agent and supervisor workspace​ - Voice and digital prebuilt data visualization dashboards and reports​ CXone Mpower Essential Suite $135.00 Per User,Per Month It includes: - Screen recording for agent desktop for both voice and digital interactions​ - Quality Management workflows, including rich evaluation options, automated interactions distribution, coaching, calibrations, appeals and self-assessment. ​ - Dedicated supervisor workspace enabling omnichannel real-time monitoring and streamlined workflows for managing agents​ - Prebuilt and customizable cross-domain dashboards and reports​ CXone Mpower Core Suite $169.00 Per User,Per Month It includes: - Omnichannel AI forecasting and scheduling​ - Agent mobile scheduling app with auto approvals​ - Adherence and time utilization insights​ - Enhanced performance visualization and insights​ - 360 view of the agent KPIs, metrics and trends CXone Mpower Complete Suite $209.00 Per User,Per Month It includes: - Identify trends and root causes using AI-driven omnichannel analytics across 100% of voice, text, and digital interactions​ - Analyze, measure and quickly uncover insights with prebuilt categories, entities, and sentiment analytics​ - Take immediate action and drive improvements in CX with out-of-the-box dashboards and in-depth reporting​ - Contextual and conversational customer feedback​ - Capture Voice of the Customer as part of IVR and quality workflows Value for money 4.1 (419) 4.1 Based on 419 reviews ## Integrations [ Zoom Workplace](https://www.capterra.com/p/144037/Zoom-Video-Conferencing/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Bullhorn ATS & CRM](https://www.capterra.com/p/140531/Bullhorn-Recruiting-Software/)[ SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[ Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[ ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (482) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (482) 4.0 Based on 482 reviews ## User reviews Overall rating 4.2 Based on 581 reviews Filter by rating 5(272) 4(206) 3(68) 2(19) 1(16) Mentioned topic Sorted by most recent CN Carli N. Scheduling Consumer Goods ### "Efficient and easy to use system " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 4/10 April 14, 2026 My overall experience with CXone Mpower is very positive. We use it along with Salesforce and they go great hand in hand. It was a little bit of a learning curve but now that it's fully implemented we have no issues. Pros What I like most about CXone Mpower is it never lags and is always efficient to use. I always like the ability of going back and listening to any call if need be. Cons What I like least about CXone Mpower is that when I receive an email I have to respond and disposition the email asap before I can get any new inbound calls. It will hold the calls in the queue which upsets customers. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DT DeSean T. Install support Design ### "Still a fan" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 30, 2025 I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win Pros Ease of use, makes daily task easier. The ability to navigate systems, decreases work time. Ability to finish task in a timely manner Cons Some times it seems complex. Would prefer multiple screen acces. Give the ability to work on several projects at once Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. NK Nila K. Customer experience Health, Wellness and Fitness ### "NICE is nice!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 11, 2025 My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier Pros Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great Cons Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VK vignesh k. Technical specialist Outsourcing/Offshoring ### "Efficient, Scalable, and Easy to Manage" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 22, 2025 As an admin, my overall experience with CXone has been very positive. The platform offers a robust set of tools for managing users, skills, routing, and reporting. The Admin interface is user-friendly once you get past the initial learning curve. I especially appreciate the flexibility in configuring call flows and IVRs using Studio. CXone also provides solid documentation and responsive support when needed. It’s a reliable platform for managing large-scale contact center operations Pros Unified agent interface. It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently. It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction. Cons Honestly zero Dislike for this product, I love this product, Adding More AI Capabilities in reporting using AI will be more helpful Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor May 12, 2025 Thank you for your review. We are happy to hear that you love CXone Mpower and find it a reliable platform for managing large-scale contact center operations! TP Teresa P. Technical Support Specialist II Non-Profit Organization Management ### "NICE customer advocacy " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 6/10 March 18, 2025 As part of the technical group, I find it easy to use and understand. I also find it easy to troubleshoot when there are problems. Pros I like that it is user friendly. reliable and that the platform is easily scalable. Cons It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CP Cara P. Access to Services Section Manager Civic & Social Organization ### "Great customer service!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 5, 2025 It's been great. The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive. The customer service has been great. Pros Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel. Cons Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 12, 2025 We appreciate the 10/10 review! We also appreciate the feedback on the training needed for reporting, and we will share this with our customer support team. Thank you for taking the time to recommend NICE CXone Mpower! AA Ahmed A. EMEA Global Service Desk Lead Computer Software ### "3 years daily review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 1, 2025 Reliable for daily use Reliable reporting system Feature to create/generate your own reports Pros Reliable for IT Service Desk Supervisor monitoring and actioning features Setting proficiency for analysts Cons Forbidden error must clear cache to be able to reach the site Rare glitches that you have to refresh the page Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LR Lauren R. Manager Retail ### "Nice CX one review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 30, 2025 Overall, I would say that your service/support has been great-- fast and correct. Pros I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of workflow, you guys thought of everything. Cons I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. The automated reports don't match custom reports when I run the same data. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 31, 2025 Thank you for taking the time to review NICE CXone! We are so glad to hear you are happy with the overall ease of the workflow and with your service/support when help is needed. WO William O. WFM Analyst Retail ### "CXone Mpower, no dark mode" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 8, 2025 Pros Ease of use. Integrates well with our systems. Cons No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Christian P. Customer Service Financial Services ### "Phone review " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 January 3, 2025 Simple layout. Great connection made when on the phone with customers Pros The breakdown of how long I’ve been in each que Cons The weird echo noise when on a call. Not much training available on how it works Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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