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Software · head to head

NICE CXone vs Zoom

NICE CXone logo

NICE CXone

Software

The world's leading cloud contact center

From
$71/month
Rated
-
Full reviewWebsite
Zoom logo

Zoom

Software

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoom has a free tier, so it costs nothing to try first.
  • Each has a real cost: NICE CXone listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: NICE CXone covers Omnichannel routing, Zoom covers HD video & audio.

Where they differ

Only the attributes on which NICE CXone and Zoom actually diverge.

Attributes where NICE CXone and Zoom differ
AttributeNICE CXoneZoom
Starting price$71/monthFree
Free tierNoYes
PlatformsWeb, DesktopWeb, iOS, Android, Windows, macOS
Founded19862011

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in NICE CXone

  • Omnichannel routing
  • ACD
  • IVR
  • WFM
  • Quality management
  • Analytics
  • AI automation
  • Microsoft Dynamics

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Chat
  • Whiteboard

Both cover

  • Salesforce
  • SOC2
  • HIPAA
  • FedRAMP

What people use each for

The jobs each tool is most often brought in to do.

NICE CXone

  • Enterprise contact centernot Zoom
  • Workforce optimizationnot Zoom
  • Quality managementnot Zoom
  • Customer analyticsnot Zoom

Zoom

  • Team meetingsnot NICE CXone
  • Webinarsnot NICE CXone
  • Virtual eventsnot NICE CXone
  • Online trainingnot NICE CXone
  • Telehealthnot NICE CXone

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

NICE CXone

  • Listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

Pricing, plan by plan

NICE CXone

$71/month
  • Digital Agent$71/month
    • Digital channels
    • Basic routing
    • Analytics
  • Voice Agent$94/month
    • Voice
    • IVR
    • Recording
  • Omnichannel Agent$110/month
    • All channels
    • WFO
    • Advanced AI
  • Enterprise$undefined/month
    • Custom
    • Premium support
    • Full suite

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose NICE CXone if

  • You need omnichannel routing.
  • You work on Web, Desktop.
  • You also want acd.
NICE CXone review

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is NICE CXone or Zoom better?
Neither clearly leads. NICE CXone starts at $71/month and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, NICE CXone or Zoom?
Zoom has a free tier; the other does not. Paid plans start at $71/month for NICE CXone and Free for Zoom.
Does NICE CXone or Zoom run on more platforms?
NICE CXone runs on Web, Desktop. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Zoom for free?
Yes. Zoom has a free tier, so you can try it without paying. NICE CXone starts at $71/month.
What is NICE CXone best used for?
NICE CXone is most often used for enterprise contact center, workforce optimization, quality management, customer analytics. Of those, enterprise contact center and workforce optimization are not what Zoom is typically brought in for.
What can NICE CXone do that Zoom cannot?
NICE CXone covers Omnichannel routing, ACD, IVR, WFM. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Salesforce, SOC2, HIPAA, FedRAMP.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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