Dialpad Support vs NICE CXone

Deciding on a new cloud contact center platform is no small task. Since you’re here, you’re probably looking at both Dialpad Support and NICE CXone in your shortlist.

Well, you’ve come to the right place to help make that decision. Keep reading for a detailed comparison of Dialpad Support and NICE CXone.

For a more apples-to-apples comparison of the most similar plans, here’s an overview of the least expensive plans for both brands that include the voice channel:

How are Dialpad and NICE different?

Dialpad Support and NICE CXone are both versatile, modern solutions. What sets Dialpad apart is its ability to seamlessly support both internal team communications and external customer interactions at scale, whereas NICE primarily focuses on customer-facing teams. With Dialpad, businesses get a truly unified communication experience.

Check out some of the main differences between Dialpad and NICE below.

Truly unified communications

For starters, NICE CXone is, strictly speaking, cloud based call center software whereas Dialpad consolidates all communications into one pane of glass.

What that means: With Dialpad, your contact center team can make phone calls, have video meetings, send team messages + SMS/MMS messages, and handle customer messages and calls—all from a desktop and mobile app that works across iPhone, Mac, Android, and PC.

In other words, all your business conversations live in one convenient place:

Industry-leading Ai

While many contact center platforms, like NICE CXone, advertise Ai features, Dialpad’s platform has artificial intelligence built right into the product, along with its own LLM. Dialpad Ai leverages over two billion minutes of proprietary, business-centric voice and messaging data, and is the backbone of DialpadGPT.

Here’s just some of what it can do:

Searchable post-call summaries

When support agents and sales reps can’t remember what a customer said, they shouldn’t have to listen to a 30-minute call recording and waste time trying to find the exact snippet they need.

With Dialpad Ai, which transcribes calls in real time, they can easily pull up the call transcript and search for keywords to pinpoint the piece of information they’re looking for:

Ai Recaps, for every meeting

Not only can it transcribe voice and video calls, Dialpad Ai also automatically generates a call summary with a short recap in friendly, natural language after every meeting. You have the option to turn Ai off directly in-app. It highlights action items for the support agent or sales rep if they need to follow up, and also shows the customer’s linked CRM profile in a helpful sidebar:

Dialpad Ai can also pick up on keywords (like how often competitor names are being mentioned on calls or whether customers are complaining about a new feature)—a supervisor or admin just has to create a Custom Moment, and Dialpad will track that for you:

Real-time Ai live coaching

On top of that, managers can also rely on Ai Live Coach Cards (available on the Advanced plan, which starts at $115 per agent per month), which automates one-on-one coaching by popping up tailored notes that automatically pop up on agents’ screens when those keywords are spoken.

For example, if agents get a lot of questions on how porting phone numbers works, these Ai-powered assists could provide notes on that topic that are then automatically triggered when a customer says “port” or “porting” on a call:

Savings that go beyond the price

Dialpad Support has three simple pricing tiers starting at $80 per user per month, while NICE CXone has a complex selection of “MPower” pricing plans starting at $71/user per month—this least-expensive plan supports digital channels only. ¹

But here’s the thing companies don’t talk about much. The advertised cost of software isn't always the best indicator of how much you’ll actually end up paying.

For example, if your business needs to support voice channels, you’ll need NICE’s MPower “Voice Agent” plan, which starts at $94 per agent per month—not to mention it doesn’t include Ai features like transcription or summarization (though NICE has them available as add-ons). ¹

And if you do decide to consolidate all your business communications by combining your cloud contact center solution with your team messaging, telephony, and sales coaching tool into a unified collaboration and customer engagement platform, Dialpad offers a much lower TCO (total cost of ownership) as opposed to paying for all these applications separately. (Not to mention the time your team will save from having all your conversations in one place.)

On a separate note, while NICE CXone does mention Ai features in some of their plans, it’s unclear how their Ai is trained, how large their training dataset is, or what LLM they use—they state only that they follow general best practices around performance, cost, and so on. ³

On the other hand, DialpadGPT leverages over two billion minutes of business conversations, and the Ai team has written extensively on what goes into building Dialpad Ai’s many features:

• Building ethical Ai: A deep dive

• Making a sentiment model explainable

• Ai and large language models: Ethics, diversity, and security

• How DialpadGPT keeps your data secure

• PII anonymization: Securing customer privacy with DialpadGPT

• Public vs private LLMs

Best-in-class support

There’s a reason why Dialpad won the Stevie® Award for sales and customer service.

Dialpad is super easy to use, without IT help. And in the rare cases where something does come up (because, well, technology), the Dialpad team is available at all hours of the day or night to help you out through the following channels:

• 24/7 live chat support (with a real human!)

• 24/7 phone support

• A detailed Help Center

Dialpad vs NICE: What customers have to say

Now, let’s look at what reviewers on third party websites such as G2 and TrustRadius say about the NICE vs. Dialpad comparison. Overall, the two solutions are very close, with Dialpad Support having a slight edge over NICE CXone MPower on both sites.

On G2, Dialpad Support has a 4.4/5 overall rating, while NICE CXone Mpower has a 4.3/5 rating:

On TrustRadius, Dialpad Support scores 9.1/10 while NICE CXone Mpower scores 8.4/10:

“Best customer support ever”

Dialpad Support offers 24/7 support over web, chat, and phone for all three pricing tiers. And because the entire platform, including all Ai features, are completely integrated and supported in-house, you won’t get routed back and forth between third-party providers or vendors to troubleshoot any issues:

Source: G2 review

Advanced Ai during and after each call

“The ability for Ai to filter sentiment from both inbound callers and agents allows us to enhance our contact centre support and training to agents,” says Ryan P, a Chief Information Officer. “This has been a game changer for us, which has elevated our customer support performance.”

Both Dialpad and NICE offer Ai-powered conversation intelligence, but Dialpad includes it at every pricing tier (NICE only mentions Ai as add-ons and on their higher tier plans). ¹

Scalability

Reviewers have said that Dialpad Support is incredibly easy to scale up, even for hybrid contact centers that perform different functions:

Source: TrustRadius review

Dialpad vs NICE cost: What's the price difference?

While NICE CXone is a powerful tool, it’s arguably not as cost-effective as Dialpad Support if you’re comparing plans with similar features.

How much does Dialpad cost?

Dialpad Support starts at $80 per user per month (when billed annually) for the Essentials plan and includes inbound voice, video conferencing, IVR and ACD, Dialpad Ai-powered transcription in real time, and more.

(Plus, think of how much you’re saving by not having to call in an IT person to do little things like add a user or change your voicemail settings.)

You also have a huge repository of native integrations included with tools such as Salesforce, ServiceNow, Bullhorn, Happyfox, Domo, and more.

If you go up a tier to the Advanced plan (starting at $115 per user per month), you’ll also get real-time Ai-powered agent assists, 2,000 Digital Virtual Agent sessions a month, and support for one digital channel.

The top Premium tier (starting at $150 per user per month) includes full omnichannel support for all digital channels and advanced Dialpad Ai features for contact centers such as Ai Scorecards and Ai CSAT.

How much does NICE CXone cost?

NICE CXone’s cheapest plan starts at $71 per agent per month, but this plan is digital-only and doesn’t include voice support. That plan starts at $94 per agent per month—and their pricing page also doesn’t specify whether these listed prices are based on an annual or month-to-month subscription. ¹

The next tier up is their MPower Omnichannel Agent plan, which starts at $110 per agent per month and provides blended routing so that agents can support all channels in the same place. However, it doesn’t seem to have any Ai features.

The plans keep going up in price until you hit the Ultimate Suite at $249 per user per month, which includes full orchestration and end-to-end automation features.

¹nice.com/websites/pricing
²nice.com/company/sla-guarantee
³expert-help.nice.com/FAQ