NICE CXone

Overview

NiCE CXone is a cloud contact center platform for enterprises. Its Digital Experience product brings more than 30 digital and voice channels, AI agents and human agents into one routed workspace. Apple Messages for Business and SMS are among its channels, so agents can answer iPhone users and other phones from one queue.

Key features

• Apple Messages for Business with text, images, attachments up to 100 MB and Apple plug-ins
• Rich Apple messages: rich links, forms, quick replies, list and time pickers, App Clip links and Apple Pay
• SMS on long or short codes, or through Textel; alphanumeric sender IDs are one-way and not offered in the US or Canada
• Omnichannel routing with Studio scripts and skills
• AI agents for self-service, agent and supervisor copilots, recording and workforce management
• REST APIs and SDKs

Pricing

Per agent per month: Omnichannel Suite $110, Essential Suite $135, Core Suite $169, Complete Suite $209, and Ultimate Suite $249 per agent or $0.25 per session. NiCE bills monthly in arrears.

How it compares to Linq

CXone offers Apple Messages for Business, not iMessage from a phone number. Customers message a verified brand in Apple's Messages app, and NiCE's help center says the channel has no support for proactive outbound messages. Linq sends and receives iMessage, RCS and SMS from real phone numbers through a developer API for a flat fee from $260 a month; CXone is priced per agent seat.

Best for

Large contact centers that want Apple Messages for Business and SMS handled next to voice in one agent workspace.

Sources

• nice.com/pricing
• nice.com/products/digital-customer-experience
• help.nicecxone.com/content/acd/digital/channels/applemessagesforbusinesschannels.htm
• help.nicecxone.com/content/acd/digital/channels/smschannels.htm