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Head-to-head · Call & Contact Center Software

NICE CXone vs Agentforce Contact Center

  • Updated Oct 2026
  • Both researched from official sources
  • 2 checks side by side
Higher score NICE CXone #4 in Call & Contact Center Software 9.1/10 Paid ✓ 0 of 3 features Visit NICE CXone
Agentforce Contact Center #6 in Call & Contact Center Software 8.9/10 Paid ✓ 0 of 3 features Visit Salesforce

NICE CXone leads on 0 checks, Agentforce Contact Center on 1, and 1 is even. Who comes out ahead on the 2 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreNICE CXone · 9.1/10
  • Lowest starting priceAgentforce Contact Center · $50/user/mo

NICE CXone scores higher on our rubric for call & contact center software: 9.1 against 8.9 out of 10; our editors rank them #4 and #6.

Agentforce Contact Center is cheaper to start at $50/user/mo against $110/user/mo.

NICE CXone is the better fit for mid-market and enterprise contact centers. Agentforce Contact Center is the better fit for service teams built around Salesforce workflows.

  • NICE CXone fits best

    Mid-market and enterprise contact centers

  • Agentforce Contact Center fits best

    Service teams built around Salesforce workflows

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature NICE CXone 9.1/10 Visit ↗ Agentforce Contact Center 8.9/10 Visit ↗
At a glance
Editor score 9.1 8.9
Ranking #4 in Call & Contact Center Software #6 in Call & Contact Center Software
Best for Mid-market and enterprise contact centers Service teams built around Salesforce workflows
Pricing model Paid Paid
Starting price $110/user/mo $50/user/mo (best)
Free plan — —
Free trial — —
Deployment Cloud Cloud
Platforms Web Web
Support Community, Docs Community, Docs
Built for Enterprise, Mid-market Mid-market, Enterprise
Features NICE CXone 0/3 · Agentforce Contact Center 0/3
Inbound call routing Not checked yet Not checked yet
Call recording Not checked yet Not checked yet
Contact center analytics Not checked yet Not checked yet
Specs
Supported channels Not checked yet Not checked yet
Agent limit Not checked yet Not checked yet
Deployment Not checked yet Not checked yet
Our review
Pros
  • Routes voice, digital channels, and work items across interactions
  • AI supports agent matching, self-service, and proactive engagement
  • Recording, analytics, compliance controls, and enterprise integrations
  • Combines voice, digital channels, and customer data in one workspace
  • Supports call recording, transcription, IVR, and omni-channel routing
  • Adds AI agent handoffs and step-by-step plans for service reps
Cons
  • Starts at $110 per agent/month, with higher-priced suites
  • Advanced AI routing and outbound engagement are highlighted only on Ultimate Suite
  • WhatsApp plan details such as seat quotas and retention are unspecified
  • Contact Center Voice is restricted to Agentforce 1 Edition
  • Contact Center Plus costs $250 per user per month
  • Availability varies by region; the Help FAQ names the United States and Canada
Our verdict

NICE CXone brings voice and digital customer interactions into a cloud contact center platform for mid-market and enterprise organizations. It combines omnichannel routing, AI-based agent and resource matching, AI agents for self-service…

Read the review →

Agentforce Contact Center brings voice, digital channels, customer data, and AI into Salesforce’s Service workspace. It is aimed at mid-market and enterprise service teams already organized around Salesforce workflows, where reps can…

Read the review →
  1. NICE CXoneCall & Contact Center Software 9.1Paid
  2. Agentforce Contact CenterCall & Contact Center Software 8.9Paid

Strengths and trade-offs

  • NICE CXone — where it wins

    • Routes voice, digital channels, and work items across interactions
    • AI supports agent matching, self-service, and proactive engagement
    • Recording, analytics, compliance controls, and enterprise integrations

    Where it doesn't

    • Starts at $110 per agent/month, with higher-priced suites
    • Advanced AI routing and outbound engagement are highlighted only on Ultimate Suite
    • WhatsApp plan details such as seat quotas and retention are unspecified

  • Agentforce Contact Center — where it wins

    • Combines voice, digital channels, and customer data in one workspace
    • Supports call recording, transcription, IVR, and omni-channel routing
    • Adds AI agent handoffs and step-by-step plans for service reps

    Where it doesn't

    • Contact Center Voice is restricted to Agentforce 1 Edition
    • Contact Center Plus costs $250 per user per month
    • Availability varies by region; the Help FAQ names the United States and Canada

More comparisons

All call & contact center software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update