Next-Best Action dynamic AI-generated Ye Guidance / AI Agent scripting/actions based on Yes Yes Yes Yes Yes Roadmap Scripting real-time conversation AI that removes removes Noise Cancellation / background noise from the Yes Yes No Yes Yes No Elimination agent's environment in real-time managing promises made Promise Management by human agents to Yes Yes Yes Yes No No customers includes sentiment Real-Time AI Agent analysis, telling agent to Yes Yes Yes Yes Yes Yes Coaching slow down/stop interrupting Real-Time Language list or link to languages Yes No Yes (chat only) No No Yes Translation Mid-market/Enterprise: annual platform fee + Per Agent, Per Minute, Per monthly session-based Included in select NICE Included with Dialpad Total Contact Center Seats seats, consumption, Message, Per Transaction Agent Assist Pricing pricing CXone SKUs. CCaaS agent seat pricing. (excluding Managers) plus platform fee, annual Per agent per month (depends on services Model Annual Platform fee and maintenance, etc. purchased and business SMB: no annual platform See pricing here. Per agent per month Annual Support model needed) fee, but higher cost per session Mid-market/Enterprise: $40,000/year platform fee (includes enterprise $100,000/year Agent Assist Minimum seats, MRC, consumption, support) + session usage 20 seats $250 MRC 50 seats $15,000/year e Deal Size etc. 100-200 licenses, SMB: No annual platform depending on features. fee but higher cost per session Integrates with Cisco Jabber, Cisco Teams, Facebook (Meta) Workplace Messenger, Google Hangout, Chat with your Knowledge Microsoft Teams, Skype, Base (i.e. ask follow-up Slack, Yammer. questions to "AI Knowledge Search"). Specic Agent Assist Summary of conversations Y Other Agent Assist additional tools and use solutions for Customer Guided workows with Manager Assist: real-time including sentiment t Read more here. Read more here. Capabilities cases Support, Human automation. dashboard for managers. analysis for agent coaching ex Resources, IT help desks. Includes real-time purposes. hints/ags and access to Real-time translation real-time transcripts. offered via integration to Google or Microsoft Read more here. translator used on the backend. Read more here. AI-generated trend identication and training Agent & Business Insights Yes Yes Yes Yes Yes Yes recommendations based on customer interactions AI-generated customer AI-derived CSAT Yes Yes Yes Yes Yes Yes satisfaction score AI-generated agent AI Scoring / Auto Quality evaluations and No Yes Yes Yes Yes Yes Management (QM) performance analysis ability to infer customer Sentiment Analysis and agent state based on Yes Yes Yes Yes Yes Yes word and voice tone Mid-market/Enterprise: annual platform fee + Per Agent, Per Minute, Per monthly session-based Included in select NICE Included with Dialpad Total Contact Center Seats seats, consumption, Message, Per Transaction AI Post-Interaction pricing CXone SKUs. CCaaS agent seat pricing. (excluding Managers) plus platform fee, annual Per agent per month (depends on services Pricing Model Annual Platform fee and maintenance, etc. purchased and business SMB: no annual platform See pricing here. Per agent per month Annual Support model needed) fee, but higher cost per session Mid-market/Enterprise: $40,000/year platform fee (includes enterprise $100,000/year AI Post-Interaction seats, MRC, consumption, support) + session usage 20 seats $250 MRC 50 seats $15,000/year e Minimum Deal Size etc. 100-200 licenses, SMB: No annual platform depending on features. fee but higher cost per session M GenAI: automated Quality Agent Coaching AI Scorecards Assurance, agent coaching, e Customizable Dashboard and voice-of-customer Other AI Post-Interaction additional tools and use to Platform Analytics Read more here. Customized Reporting AI CSAT (VoC) insights also Read more here. Capabilities cases a Data Extract to Enterprise available. s BI AI Coaching Hub t Analytics