Delivering exceptional customer service is crucial for any business’s success. You need a robust cloud contact center platform like NICE CXone for this. 😊
NICE CXone is an end-to-end CX platform that enhances customer experiences with AI while boosting efficiency and agent productivity. However, it is crucial to evaluate whether the pricing option that NICE CXone offers fits your budget or not.
👉In this blog, we’ve thoroughly analyzed NICE CXone pricing, features and functionality, pros and cons, and the best alternative to NICE CXone.
🔑 KEY HIGHLIGHTS
- NICE CXone is specialized cloud contact center software designed to provide a smooth customer journey across every digital channel.
- NICE CXone orchestration, optimization, and analytics pricing starts from $135 per month.
- KrispCall is the best alternative to NICE CXone, which includes extensive features such as a unified callbox, SMS and voicemail, global calling, and many more.
- KrispCall offers more affordable pricing than NICE CXone, starting at ($15/month/user.
Let’s get started right away!
Overview of NICE CXone
Nice CXone is cloud contact center software that delivers a seamless customer experience across all digital channels. It provides incredible features like automating customer surveys, omnichannel routing, AI-driven chatbots, real-time analytics, and more.
In addition, Nice CXone provides tailored services to businesses of all sizes. Its mission is to help organizations meet the expectations of today’s consumers by offering effortless, consistent, and personalized digital-first experiences.
Nice CXone prioritizes delivering seamless interactions to ensure customer and employee satisfaction in an ever-evolving landscape.
NICE CXone Plans & Pricing
Nice CXone has six different plans, each with different pricing and features. Let’s review each plan and pricing. We’ll discuss the differences between each plan and decide which is best for your business. 👇
Basic Plans
- Digital Agent: This is priced at $71/month per user. It provides a dedicated agent and supervisor workspace, 30+ digital channels, a unified administration and user interface, and pre-built data visualization dashboards and reports.
- Voice Agent: This is priced at $94/month per user. It offers features like a universal queue with concurrent interaction handling, self-service via voice IVR, and Voice recording and storage.
- Omnichannel Agent: This plan is priced at $110/month per user and combines all the features in Digital and Voice agent plans.
Plans with Optimization and Analytics
- Essential Suite: This is priced at $135/month per user. It includes features like screen recording for agents for voice and digital interactions, enhanced performance insights with an in-depth view of agent KPIs and metrics, and omnichannel AI staffing forecasting and scheduling.
- Core Suite: This is priced at $169/month per user. It includes all the features of the essential suite. It provides additional features like an agent mobile scheduling app with auto approvals, adherence and time utilization insights, and a 360-degree view of the agent KPIs, metrics, and trends.
- Complete Suite: This is priced at $209/month per user. It provides all features included in the essential and core suite, as well as additional features like Capture Voice of the Customer as part of IVR, quality workflows, and AI-driven omnichannel analytics across all interactions.
Free Trial
Nice CXone offers a 60-day free trial to its users. However, there are some terms and conditions to using a free trial. Please visit their website to learn more about the free trial.
Comparing Costs with Benefits: Is NICE CXone Pricing Worth it for Small Businesses?
Nice CXone offers a compelling feature set for small businesses, but the price tag might be a deciding factor.
While the benefits, like a unified platform, advanced self-service capabilities, and robust call handling features, streamline operations and enhance customer experience, NICE CXone’s pricing structure might not be the most budget-friendly for smaller companies.
Considering Nice CXone’s benefits, small businesses might not want to include it because of its extremely high pricing. Before deciding, you must carefully weigh the cost against the anticipated impact on your customer support, operational efficiency, and potential return on investment.
NICE CXone Features & Functionality
Although Nice CXone has expensive pricing, it offers top-notch features in its segment. Let’s go through some of them.
Omnichannel Capabilities
NICE CXone supports 30+ voice and digital interaction channels, including phone calls, chat, email, social media, SMS text messages, and more. This feature allows customers to interact with agents using their preferred communication channels. Moreover, with omnichannel dashboards, agents can access all channels at once, helping them provide faster, more efficient customer service.
Intelligent Self-Service
The Nice CXone platform can automatically answer common customer queries. With their AI-powered virtual assistant and chatbot, customers can quickly get answers to their questions without needing an agent. This significantly reduces customer wait times and frees agents to focus on more crucial tasks.
Workforce Engagement Management
This platform offers features like automated scheduling, forecasting, and performance management, which are crucial for call center workforce management. It helps contact centers enhance agents’ productivity and efficiency.
Integrations
Nice CXone integrates with various CRM, UCaaS, and other advanced business tools. These include Salesforce, Microsoft Teams, Zoom, RingCentral, Oracle, Netsuite, and more. This allows contact centers to customize their solutions and access valuable customer data.
Security and Compliance
Nice CXone has robust security and compliance standards. Its security standards and certifications include HIPAA, TCPA, IRAP, and AICPA SOC 2 TYPE 2+HITRUST compliance. Moreover, it has cyber essential certification, CCPA compliance, and 24/7 network monitoring. Also, it has regular automated system backups and disaster recovery plans with failover strategies.
NICE CXone for Small Businesses: Pros & Cons
Despite its incredible features and benefits, Nice CXone does come with some pros and cons: 👇
Pros ✅
- Uptime: Nice CXone is a stable platform with less downtime, performance issues, and abandoned calls.
- 40+ voice and digital channels: This includes most communication mediums, such as Phone calls, SMS, social media, Email, and more, allowing the customer to choose their convenient communication medium to interact with agents.
- Employee support tools: Provides workforce management tools like AI forecasting, Performance management, and Learning and coaching.
Cons ❌
- Disorganized interface: Because agents can manage cross-channel interactions, their desktops can quickly become cluttered and crowded.
- Expensive: The price is higher compared to other platforms. It may not be suitable for small businesses.
- Lacks effective support: Technical support is sometimes lacking, takes a lot of time to respond, and makes it challenging to solve issues.
- Lacks collaboration tools: Features like team interaction and collaboration like web conferencing and team chat messaging are missing.
NICE CXone Vs. KrispCall: Plans & Pricing
Choosing the right provider for your business depends on many factors, such as needs, budget, features, reliability, and scalability.
In terms of pricing, KrispCall offers more affordable options than Nice CXone. KrispCall pricing starts at just $15 per month, making it a go-to choice for small businesses. Whereas Nice CXone pricing starts at $135 per month per user, which may be too expensive for many small businesses. KrispCall offers three plans; let’s see them one by one: 👇
- Essential: It starts at $15/month/user and is highly recommended for small businesses, start-ups, and freelancers.
- Standard: Starts with $40/month/user. Highly recommended for mid-size businesses and call centers.
- Enterprise: Custom pricing. Especially for large enterprises with varying needs.
In addition, KrispCall is the ideal choice for businesses of all sizes as it specifically caters to your needs and budgets. Moreover, KrispCall offers features like multiple phone numbers, call/contact tagging, open and closed conversations, call barging, and more, which are usually unavailable in Nice CXone.
KrispCall: A Valuable Solution For Small Businesses
Businesses looking for an affordable, feature-rich, reliable, and scalable platform can blindly choose KrispCall. KrispCall caters to businesses of all sizes and offers several features and benefits starting at $15 monthly. 🤩
KrispCall Features
1. Unified Callbox
This is one of KrispCall’s stand-out features. It brings all your customer interactions, including phone calls, SMS, voicemail, and contact information, in one place. This makes it easier for agents to manage and track conversations. Also, it saves time and energy as you don’t have to switch between multiple apps to access information.
2. Virtual Phone Number
KrispCall provides virtual phone numbers from 100+ countries. It allows you to build your brand presence both globally and locally. You can also share phone numbers and monitor them from your comfort zone.
3. Bulk SMS
Sending messages with the same intent to multiple phone numbers is time-consuming. But with KrispCall’s Bulk SMS feature, you can send the same messages to a larger audience. This feature helps you increase your customer base by reaching a wider audience.
4. Advanced Call Management
With KrispCall, you can access features like call recording, monitoring, analytics, SMS, DND modes, call filters, and more. These features allow you to manage calls and ensure smooth customer interaction.
5. Custom Caller ID
With KrispCall’s custom caller ID, real phone numbers are hidden, masking the original number on the receiver’s device and ensuring privacy. This feature also helps avoid spam calls and protects your data from malicious callers. Additionally, it helps create a professional brand image and improve customer satisfaction.
6. Seamless Integration
KrispCall effortlessly integrates with popular CRMs and business tools like Salesforce, Hubspot, Bitrix24, Keap, Microsoft Dynamics 365, Pipedrive, and more. This integration facilitates smooth workflow and automates repetitive tasks, saving time, effort, and resources.
KrispCall Benefits
These are some of the critical benefits of KrispCall:
- Cost efficiency: KrispCall eliminates the need for expensive upfront hardware investments and ongoing maintenance costs. You typically pay a monthly fee based on your usage, which can be more budget-friendly for small businesses.
- Flexibility: KrispCall allows you to make and receive calls, access voicemail, and collaborate from anywhere with an internet connection, using any device. This empowers a more mobile and remote workforce.
- Scalability: KrispCall can quickly grow or shrink as your business needs change. This is ideal for businesses that are looking forward to future growth or that have fluctuating call volumes.
- Advanced features: KrispCall offers a variety of features that can improve business telephony conversations and customer service, such as auto attendants, call routing, voicemail transcription, and call analytics.
Final Thoughts
NICE CXone is undoubtedly one of the best customer experience platforms out there. However, due to its high pricing and complex features, it may not be worth the bucks for small businesses or startups. However, enterprises with complex contact center needs may want to give their attention to NICE CXone, as it offers extensive features that can be helpful for large businesses. 💫
If you’re looking for the best alternative to NICE CXone, KrispCall is your ideal option. Whether you’re running a small business or an enterprise, KrispCall caters to companies of all sizes. Because of its affordable options, KrispCall perfectly fits small businesses’ budgets.
Moreover, KrispCall offers a wide range of features, including call recording, IVR, call forwarding, call barging, and much more, making it suitable for businesses looking for advanced cloud telephony features. Moreover, KrispCall’s easy-to-use interface allows anyone to adapt it quickly without complex technical knowledge.
FAQs
Is NICE CXone worth the money?
Due to its high cost, Nice CXone isn’t suitable for small businesses. However, despite higher costs, it can be a good option for businesses requiring advanced features.
How much does Nice CXone cost?
Nice CXone has six different plans and pricing. Digital agent ($71/month), Voice agent($94/month), Omnichannel agent($110/month), Essential suite ($135/month), Core suite ($169/month), and Complete suite ($209/month).
What’s cheaper than NICE CXone?
KrispCall is cheaper than Nice CXone. KrispCall plans and pricing start at just $15 per month per user, whereas the Nice CXone price starts at $71 per month per user.
