NiCE CXone is the NICE contact-centre platform. NICE publishes list prices for it as a set of suites, not as a bill of materials, and the commercial unit is the agent. This article describes how the suites are presented and how an agent is counted under the two licence models defined in the NICE terms.
Editions
The NICE pricing page lists five core suites, each priced per agent per month: Omnichannel Suite at USD 110, Essential Suite at USD 135, Core Suite at USD 169, Complete Suite at USD 209, and Ultimate Suite at USD 249, shown with a second price of USD 0.25 per session.[1] The page says the packages let a customer customise CXone pricing, and states that NiCE offers monthly billing in arrears, no prepay and a usage-based, tiered model that lowers costs as the business grows.[1] Catalog rows: Omnichannel Suite, Essential Suite, Core Suite, Complete Suite and Ultimate Suite.
The page groups what the suites contain under four headings, with a legend that marks each capability as Included, Add on, Consumption based or AI Ready:[1]
| Category | Capabilities named on the page |
|---|---|
| Engagement Orchestration | Voice and digital channels, omnichannel routing, proactive web engagement, recording and compliance, AI routing, outbound engagement |
| Workforce Empowerment | Workforce engagement, screen recording, quality management, workforce management, performance management, voice of the customer, interaction analytics, automated summary, Copilot for agents, supervisors and leaders, gamification, employee knowledge portal |
| Agentic Experience Automation | Service automation, customer-facing knowledge portal, AI agents for proactive engagement, self-service, sales and marketing, and process automation |
| AI Platform | Agent and supervisor workspaces, prebuilt dashboards and BI reports, bring-your-own transcription, knowledge base, agent assistant and virtual agent, prebuilt CRM integrations, UCaaS (NiCE 1CX) |
Because the same five prices are repeated under each category, a licence manager should treat the grid as showing which capabilities are included, optional or metered at each suite level, and confirm the exact entitlement on the order. The words Add on and Consumption based indicate that some capabilities are not covered by the per-agent price.
Industry packages
The page also lists industry packages priced at USD 249 per agent per month or USD 0.25 per session: The Ultimate Banking Experience, Insurance Experience, Healthcare Experience and Retail Experience, each combining an industry hub, self-service automation, agent assist and insights.[1] A government package for Medicaid, education and pension systems is shown as starting at USD 2 per consumer per year, with NiCE for Education marked Price On Application.[1] Voice biometrics, EHR integration and the proactive engagement AI agent are add-ons to the industry packages.[1] Catalog rows: Banking, Insurance, Healthcare, Retail and Government.
Metrics
Configured User (named)
The Cloud Services Terms of Use and Delivery Policy defines a Configured User, also called a Named Agent, as the number of uniquely identified Customer employees, agents, traders or contractors who will have one or more interactions processed by the Cloud Services each month. The identities can change, so agents can be added and removed, as long as the number of users having monthly interactions does not exceed the licensed capacity on the order.[2] The measure is therefore a monthly count of distinct people with interactions, not a count of accounts created. A user who has no interaction processed in a month is outside the count for that month under this definition. See Configured User.
Concurrent User
Under a concurrent agent model, Concurrent Users are the peak number of logged-in active Configured Users calculated on the single highest volume day of access in a month, and the month is invoiced on the highest number of agents logged in at any time, the Peak Agent Amount.[2] There is also a Minimum Committed Number of Concurrent Users, the minimum monthly number the customer purchases. Any Concurrent User that logs in above that minimum, in excess of the Minimum MRC, is billed at NiCE’s then-current list price.[2] This differs from a named model in two practical ways: peaks above the commitment are billed at list price rather than at a contracted rate, and the peak is set by logins, so shared shifts reduce the count. See Concurrent User.
Other units
The pricing page’s USD 0.25 per session beside the Ultimate Suite is not defined on the page; the order defines the session.[1] See Session (Ultimate Suite). CXone Guide counts each offer, which occurs when a rule proactively invites a customer on the website or mobile app to engage with a digital asset, as one, and click throughs are not counted as additional offers.[7] See Offer (CXone Guide). The Nexidia analytics services use Hours per Day, the hours of recorded audio ingested per day, and Text Interactions for emails, chats and surveys.[2]
Counting / floors
The counting of agents is tied to the commitment. The Minimum MRC or Minimum ARC is the floor, excluding non-recurring charges and network connectivity, and applies for the Subscription Term.[2] The customer is responsible for all activity and charges incurred, including telephony and network connectivity charges, within its assigned Business Unit, which the terms define as an independent, billable software instance of the Cloud Services.[9] A customer with more than one Business Unit should therefore expect separate counting and billing for each instance. The financial mechanics are in NICE CXone commitments, invoicing and renewal.
Virtualization & partitioning
Not applicable to hosted CXone. The partition that matters commercially is the Business Unit, and for concurrent agents the peak is calculated on logins to the Cloud Services in the month.[2] The terms for Multi-ACD state that the customer is responsible for delivering calls to the Cloud Services through CTI and network connectivity and for its own ACD and telephony.[10]
Cloud / BYOL
CXone is subscription-only. The AI Platform category on the pricing page lists bring-your-own capabilities (transcription, knowledge base, agent assistant and virtual agent), which concern connecting third-party engines to CXone rather than bringing a licence.[1] Third-party channels, such as WhatsApp, Facebook Messenger, Instagram, Microsoft Teams and X, are integrated through the Digital Experience service. By enabling them the customer authorises NiCE to access its accounts on the third-party platform, and the customer is solely responsible for complying with that platform’s terms and keeping its accounts in good standing.[6] The CXone Agent applications for CRMs such as Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, SAP and Bullhorn are powered by a third party, Callinize, Inc. dba Tenfold, to which certain Content is provided.[8]
Programs
Additional licences for AI, analytics and workspaces
Several CXone capabilities need licences beyond the suite agent licence. The help centre states that AI technologies in NiCE CXone require additional licences.[4] It describes AI Routing as an optional offering usable only with inbound voice ACD skills, says that Interaction Analytics and Quality Management behavioural metrics require a Premium licence, and says the two conversational datasets, customer satisfaction and sales effectiveness, are licensed separately.[3] Agent Workspace Premium (Desk) requires the purchase of an additional licence.[5] Catalog rows: CXone Agent Workspace Premium (Desk) and CXone AI add-on licences. The help centre also lists the virtual agent solutions available in CXone, including AI Agents (Cognigy), Autopilot (Omilia), Autopilot (Amelia) and Bot Builder, which is covered for the Cognigy-based services in NICE Cognigy AI agents and product-specific terms.[4]
Service levels by product
The Cloud Services Terms of Use list service level availability by product: 99.99% for Omnichannel Routing, Performance Management, Workforce Management, Authentication, Quality Management, Recording Management, Interaction Analytics and UCaaS (Basic); 99.9% for NiCE Guide and Knowledge Management; and 99.90% for NiCE AI Agents (Cognigy).[2] Product-specific terms add a Digital Experience delivery-time service level of twenty seconds for third-party channels, and a complete malfunction of a third-party channel for longer than thirty days entitles the customer to a credit for charges related to that channel only.[6]
Out of scope
This article does not state which capability is Included, Add on or Consumption based at each suite level, because the grid markers are not available in the page text. It also does not cover the Cognigy components, telecommunications services such as voice, SMS and network connectivity, custom industry pricing, partner or reseller prices, or the on-premises NICE software products, which are covered in NICE enterprise terms and software compliance verification.