NICE CXone Pricing: Plans, Costs & What You Get (2026)

NICE CXone pricing runs from $110 to $249 per agent per month across five suites, and the top suite also lists a $0.25 per-session rate. Each suite adds features to the one below it: Quality Management at $135, Workforce Management at $169, analytics at $209, and Copilot plus AI Agents at $249.

I went through NICE's pricing matrix row by row, and Copilot, Automated Summary, and the AI Agents are add-ons below the $249 tier. The sections that follow break down each suite and price 50 agents against Genesys and Five9.

TL;DR: NICE CXone Pricing in 2026

• Choose Omnichannel ($110 per agent per month) if you want the lowest-priced CXone suite for voice and digital routing with recording.

• Choose Essential ($135) if you need Quality Management and Screen Recording in the seat price.

• Choose Core ($169) if you want Workforce Management on the same platform as routing.

• Choose Complete ($209) if you need Interaction Analytics and Voice of the Customer but aren't buying AI yet.

• Choose Ultimate ($249 per agent per month / $0.25 per session) if you want Copilot, Automated Summary, and three AI Agent types included.

NICE CXone Pricing Plans in 2026: At a Glance

NICE CXone pricing uses different units by row. Suites are priced per agent per month, Ultimate and the industry packages add a per-session figure, and Government is priced per consumer per year.

Pricing verified against NICE's pricing page on 29 September 2026. Verify with the vendor before you commit.

The pricing grid shows no seat minimum or contract term. It also doesn't say whether "per agent" means named or concurrent agents, so ask sales for both.

NICE CXone Pricing Plans Breakdown

In NICE CXone pricing, each suite includes everything in the one below it and adds a set of features. Agent workspace, Supervisor workspace, Prebuilt dashboards and BI reports, and Bring your own transcription come with all five.

Omnichannel Suite: $110 Per Agent Per Month

What's included: Voice and Digital channels, Omnichannel Routing, and Recording and compliance tools. Proactive web engagement comes with this suite too.

Every other row on NICE's matrix is an add-on at this tier, including AI routing, Outbound Engagement, Screen Recording, Quality Management, and the workforce and AI Agent tools.

Best for: Contact centers that need voice and digital queues on one platform and already run QA and scheduling elsewhere.

Pros:

✅ You get voice and digital routing at $110, the lowest suite price on NICE's page.

✅ Recording and compliance are included, so call recording is part of the entry suite's list price.

Cons:

❌ Scoring calls costs extra here. Essential bundles Quality Management and Screen Recording for $25 more per agent.

❌ AI routing and Outbound Engagement are billed on usage at this tier.

Essential Suite: $135 Per Agent Per Month

What's included: Essential adds Screen Recording and Quality Management to the Omnichannel feature set, for $25 more per agent per month.

Forecasting and scheduling still happen outside this suite, since Workforce Management and Performance Management start at Core.

Best for: Supervisors who score calls and review agent screen recordings but schedule agents in a separate workforce tool.

Pros:

✅ No QA add-on is needed to score calls and review screen recordings.

✅ At 50 agents, the upgrade from Omnichannel adds $1,250 a month.

Cons:

❌ Scheduling isn't included. Core adds Workforce Management for $34 more per agent, or you use a separate tool.

Core Suite: $169 Per Agent Per Month

What's included: Workforce Management and Performance Management, on top of everything in Essential. The upgrade is $34 per agent per month.

Above Core, Voice of the Customer and Interaction Analytics start at Complete, and Copilot at Ultimate.

Best for: Operations teams that forecast volume and build agent schedules in CXone.

Pros:

✅ Scheduling and performance tracking are both included, and no cheaper suite on NICE's matrix has either one.

✅ At 50 agents, Workforce Management and Performance Management add $1,700 a month over Essential.

Cons:

❌ Gamification and the Employee knowledge portal stay add-ons, even with Workforce Management in the suite.

❌ No suite includes Outbound Engagement, so teams that run outbound calls need to budget it separately.

Complete Suite: $209 Per Agent Per Month

What's included: Voice of the Customer and Interaction Analytics, for $40 more per agent than Core.

At this tier, AI routing, Automated Summary, the three Copilots, and the AI Agents are still bought separately.

Best for: Contact centers that score calls and chats with analytics and plan to add AI features later.

Pros:

✅ Screen Recording, Quality Management, Workforce Management, Performance Management, Voice of the Customer, and Interaction Analytics are all included in the $209 price.

✅ Teams that don't need Copilot avoid Ultimate's undefined session rate.

Cons:

❌ AI routing, Outbound Engagement, Automated Summary, and the Copilot products are all billed on consumption here.

Ultimate Suite: $249 Per Agent Per Month/$0.25 Per Session

What's included: Everything in Complete, plus AI routing, Automated Summary, and all three Copilot products.

On the customer side, AI Agents for Self-Service, Sales & Marketing, and Process Automation are also included.

Even so, ten rows on NICE's matrix stay outside the $249 price, including Outbound Engagement, Gamification, both knowledge portals, and AI Agents for Proactive Engagement.

This is the line of NICE CXone pricing that needs a closer look. The card shows "$249/$0.25" over the labels "Per agent per month" and "Per Session."

NICE doesn't define what counts as a session or say how the two rates combine, so get the session definition and how you'll be billed in writing from sales.

Best for: Teams deploying Copilot for agents and AI Agents on customer calls at the same time.

Pros:

✅ Among the five core suites, Copilot and Automated Summary are included only in this one.

✅ AI Agents for Self-Service are included in the price, so they don't require a separate add-on.

Cons:

❌ List prices alone won't give you a monthly total until NICE defines the session rate.

❌ Prebuilt CRM integrations stay an add-on even at the $249 tier.

Industry Packages: $249 Per Agent Per Month/$0.25 Per Session

What's included: Banking, insurance, healthcare, and retail packages are priced the same as Ultimate. Each one lists an industry hub, self-service automation, agent assist, and experience insights.

NICE puts an asterisk next to Trusted Identity & Messaging in banking, the Healthcare engagement hub, and the Proactive engagement AI agent in the insurance and healthcare packages.

The footnote under the packages spells out what the asterisks mean: voice biometrics, EHR integration, and the proactive engagement AI agent are add-ons, so a quote for a vertical bundle should list them as separate lines.

The government package is priced differently. It starts at $2 per consumer per year and covers NiCE for Medicaid and NiCE for Pension Systems. NiCE for Education is priced on application.

Best for: Banks, insurers, providers, and retailers that want industry hubs and agent assist at the Ultimate list price.

Pros:

✅ Each industry package lists at the same $249/$0.25 as the Ultimate Suite.

✅ Government pricing starts at $2 per consumer per year, so the bill follows the number of people the program serves, not agent seats.

Cons:

❌ A hospital still pays extra for EHR integration, and a bank does the same for voice biometrics.

Where CXone Mpower Sits in NICE CXone Pricing

NICE announced CXone Mpower on June 11, 2024, as the name for its AI offering, combining CXone with Copilot, Autopilot, and Actions.

The company now styles its name NiCE, and its own copy of the June 2024 release reads "CXone" where the SEC filing has "CXone Mpower." Our What Is NICE CXone guide covers how the AI layer moved from Enlighten to Mpower to NiCE Cognigy.

On NICE's current pricing page, Mpower's AI features (Copilot, Automated Summary, AI routing, and the AI Agents) appear as rows inside the five suites.

If a quote or review site lists an "Mpower Ultimate Suite," compare it with the $249 Ultimate Suite on nice.com.

Why NICE CXone Prices Differ Across Sites

Third-party sites don't agree on NICE CXone pricing: they count the plans differently and read the Ultimate card two ways.

TrustRadius lists six plans because it counts Ultimate Suite and CXone Mpower Ultimate Suite as separate $249 entries. TrustRadius and Capterra also call the entry tier "Omnichannel Agent," where NICE calls it "Omnichannel Suite."

CloudTalk reads the Ultimate card as a seat price plus a session fee. NICE's card puts a slash between the two rates, and the page carries no footnote that explains it. GetVoIP's older list adds digital-only ($71) and voice-only ($94) plans, which NICE's current page doesn't show.

What NICE CXone Pricing Leaves Out of the Per-Agent Price

Consumption-based features. NICE marks AI routing, Outbound Engagement, Automated Summary, and the three Copilot products as consumption-based. None of them shows a rate on nice.com.

Add-ons across all five suites. Gamification, both knowledge portals, Prebuilt CRM integrations, and UCaaS (NiCE 1CX) carry a separate charge from Omnichannel to Ultimate. So do the three Bring your own options (knowledge base, agent assistant, and virtual agent).

Telephony. The pricing grid shows no carrier, phone number, or per-minute voice rates.

The closest NICE comes to a telephony cost is a note in its implementation expectations, which warns that transferring interactions off CXone "may have billing implications such as additional port and telephone usage costs."

Carrier charges can also carry a federal Universal Service Fund line item. FCC rules require interconnected VoIP providers to contribute to the fund, and 47 CFR 54.712 lets a provider pass that cost to you on the bill, capped at the interstate telecom portion of the bill times the FCC's contribution factor

Implementation and training. NICE's help center says its implementation team works remotely. Custom reports are a fee-based service, and public instructor-led courses carry a surcharge.

The same page covers timing. Reschedule a planned activity with less than 15 calendar days' notice, and you can owe travel and change fees.

Storage. Recordings and interaction files move from active storage to a long-term archive, and NICE's help center calls file retrieval a billable service: retrieved files accrue charges while they sit in active storage. NICE doesn't publish that rate either.

Ask for each add-on and consumption rate in the same NICE CXone pricing quote as the seats, since none of them appears on nice.com.

Which NICE CXone Plan Should You Choose?

Pick the suite by the first feature you'd otherwise buy elsewhere. Quality Management is included from Essential, Workforce Management from Core, Interaction Analytics from Complete, and Copilot plus the AI Agents from Ultimate.

Choose Omnichannel if you:

• Need voice and digital routing and recording, with QA and scheduling handled outside CXone

• Want the lowest CXone entry price and plan to move up a suite later

Choose Essential if you:

• Grade calls and watch agent screen recordings as part of QA

• Schedule agents in another vendor's tool

Choose Core if you:

• Forecast call volume and schedule agents in CXone

• Prefer Quality Management and Workforce Management on one per-agent rate

• Track agent performance against targets

Choose Complete if you:

• Need Interaction Analytics and Voice of the Customer without an add-on

• Expect to buy Copilot or Automated Summary later, one add-on at a time

Choose Ultimate if you:

• Plan to give agents Copilot and Automated Summary at launch

• Want AI Agents for Self-Service under the same contract

Is NICE CXone Worth the Cost?

In NICE CXone pricing, three of the four upgrades above Omnichannel add workforce or analytics tools, and only the step to Ultimate adds Copilot and the AI Agents.

In price terms, Omnichannel covers routing and recording for $110, and the four upgrades cost $25 to $40 per agent each.

In my view, the seat prices make sense for teams that will use those workforce and analytics tools. Ultimate is harder to judge, because the session rate has no definition on the page.

Monthly Cost for a 50-Agent Contact Center

Illustrative example: 50 agents at list price, before consumption-based add-ons, telephony, and implementation.

The Ultimate total leaves out session charges, which apply on top only if NICE confirms the two rates stack.

Moving from Complete to Ultimate costs $2,000 a month at this size. If your team would add Copilot and Automated Summary to the $209 suite, ask NICE to price both paths together.

NICE CXone is worth it if you:

• Want Omnichannel Routing, Quality Management, Workforce Management, and Interaction Analytics under one per-agent price

• Run a bank, insurer, provider, or retailer that can use an industry package at the Ultimate rate

Skip NICE CXone if you:

• Need a published price for each AI feature up front

• Want the lowest per-seat entry price in this comparison, where Genesys Cloud CX 1, a voice plan, lists $75 per user per month, billed annually

• Want concurrent-seat pricing in writing up front, which Five9 publishes and NICE doesn't specify

NICE CXone Alternatives & Pricing Comparison

Genesys Cloud CX and Five9 both publish per-seat entry prices, so you can set their entry rates against NICE CXone pricing at $110.

The units in this table differ. NICE bills per agent, Genesys per user on an annual commitment, and Five9 per concurrent seat.

Pricing verified against vendor pages on 8 October 2026. Verify with the vendor before you commit.

Genesys lists four plans, with CX 1 at $75, CX 2 at $115, CX 3 at $155, and CX 4 at $240 per user per month. The prices assume an annual commitment, and Genesys adds that usage-based pricing may apply.

Five9 prices per concurrent user with a 50-seat minimum. Digital costs $119 and Core $159 per seat per month, while Plus, Pro, and Enterprise are quote-only.

AI usage is metered too. Each Five9 bundled seat includes 3,000 AI minutes, and usage beyond that bills separately.

These tiers aren't matched feature for feature, but they show the scale. At 50 seats, Genesys CX 3 comes to $7,750 a month and Five9 Core to $7,950, against $8,450 for NICE Core and $10,450 for Complete.

Five9 prices per concurrent user, so a team spread across a 24-hour day can staff more than 50 agents on its 50-seat minimum.

Five9 sells WEM on a named basis, though, and named seats beyond the concurrent count are sold as add-ons. If your coverage runs day and night, model Five9's concurrent total next to NICE's per-agent total.

Genesys and Five9 are full contact center suites like CXone. For a wider field, our NICE CXone alternatives guide compares nine contact center platforms on price and trade-offs.

How Cekura Tests AI Agents on NICE CXone

Cekura tests the AI agents that answer inside a CXone contact center, and you buy it separately from NICE.

NICE CXone handles: Routing voice and digital interactions, recording and scoring them, scheduling agents, and running Copilot and NICE's AI Agents on one platform.

Cekura adds: Independent QA on AI agents. It runs simulated callers against the agent before launch and scores production conversations once it's live.

Use both if: You're rolling out Ultimate's AI Agents for Self-Service or keeping an IVR in front of CXone queues.

An agent can sound right and still pass the wrong data: in Cekura's agent workflow benchmark, one configuration captured a caller's phone number correctly in the transcript but sent a different number to the tool.

Cekura reaches a CXone agent over a phone number or SIP, the two connection methods its docs list for agents on traditional voice channels.

For production monitoring, Cekura's Custom Integration accepts call data by webhook for 5 minutes after each call ends.

Pre-production:

• Simulated callers dial the number your CXone agent answers ahead of each release.

• DTMF testing sends key presses down each IVR menu branch you script, on the way to a queue, from a Cekura or Plivo phone number. Our IVR testing guide explains the methods.

Infrastructure:

• Load testing runs each evaluator several times per cycle at the frequency you set, and Enterprise plans support 2,000 or more concurrent calls.

Observability:

• Production scoring evaluates the transcripts posted to the webhook and shows the results in Cekura's dashboard. Our agent performance monitoring guide covers which metrics to track.

• Slack notifications go out when latency spikes or quality drops.

For agents running on other platforms, native integrations cover Retell, Vapi, ElevenLabs, LiveKit, Pipecat, Bland, and more.

When you compare platforms, track how often a scenario passes on every repeat, since a single passing run can hide an unstable agent.

In Cekura's agent workflow benchmark, Retell passed all three runs on 75.61% of 82 scenarios, LiveKit on 70.73%, and ElevenLabs on 69.51%, across 8 configurations. Providers chose their own models, speech components, and settings for the benchmark.

The benchmark's eight configurations leave out NICE's AI Agents, so run the same scenarios on your CXone number and compare on repeatability.

For regulated contact centers, Cekura is HIPAA, SOC 2, and GDPR compliant, and PII redaction removes sensitive entities from stored transcripts and recordings. Role-based access control and audit logs come with the Enterprise plan.

On cost, Cekura's pay-as-you-go plan starts with 300 free credits, about 60 minutes of voice testing. After that, voice testing costs $0.25 per minute and chat simulations $0.025 per reply, and seats beyond the first free one cost $30 a month each.

For production traffic, monitoring runs $0.05 per call. Teams that want a fixed monthly fee can take the Startup plan at $500 a month on a month-to-month term with 10 seats.

The Bottom Line on NICE CXone Pricing

NICE CXone pricing publishes five seat prices and leaves the consumption-based add-ons to a quote. Each step from $110 to $249 adds features NICE lists by name on the matrix.

Before you sign, ask NICE to put the consumption add-ons and the Ultimate session rate in writing, since NICE CXone pricing publishes neither. The add-ons have no public rate, and the $0.25 session figure has no definition on the page.

If your CXone plan puts NICE's AI Agents or an IVR in front of callers, Cekura tests them over the phone before launch and scores production calls after each one ends.

Book a demo to see how Cekura's simulated callers would test your CXone number before your AI Agents go live.

Frequently Asked Questions

How Much Does NICE CXone Cost Per Agent?

NICE CXone pricing runs from $110 to $249 per agent per month. Omnichannel is $110, Essential $135, Core $169, Complete $209, and Ultimate $249, plus the $0.25 per-session figure on Ultimate's card.

How Much Does It Cost to Test NICE CXone AI Agents?

Testing NICE CXone AI Agents with Cekura costs $0.25 per voice testing minute on the pay-as-you-go plan, after 300 free credits (about 60 minutes).

Cekura scores production calls at $0.05 per monitored call, and seats beyond the first free one cost $30 a month each. The Startup plan is $500 a month, month to month, with 10 seats.

Which NICE CXone Plan Includes Copilot?

Among the five core suites, only Ultimate includes Copilot for Agents, Supervisors, and Leaders. On the other four suites, each Copilot is a consumption-based add-on with no published rate.

How Much Does NICE inContact Cost?

NICE inContact is the earlier name of the platform NICE now sells as CXone, so today's suite prices apply: $110 to $249 per agent per month. Capterra's listing still sits at an inContact URL, and Capterra and TrustRadius label the entry tier 'CXone Omnichannel Agent.

Is NICE CXone Cheaper Than Genesys or Five9?

It depends on the tier. NICE CXone pricing starts at $110 for voice and digital, above Genesys Cloud CX 1, a voice plan at $75 per user per month billed annually, and below Five9 Digital, a digital-only tier at $119 per concurrent seat with a 50-seat minimum.

How Much Does NICE CXone Workforce Management Cost?

In NICE CXone pricing, Workforce Management is included from the Core Suite at $169 per agent per month, and in Complete and Ultimate above it. On Omnichannel and Essential, it's an add-on with no published rate, so ask sales to quote it.