- AI Call Recording: Securely records and archives 100% of voice interactions with enterprise-grade reliability.
- Screen Recording: Capture agent desktops alongside calls for full interaction context.
- Interaction Analytics: Uses AI to analyze conversations for sentiment, keywords, trends, and compliance risks.
- Automated Summaries: Instantly generates AI-powered call summaries to reduce after-call work.
- Quality Management: Streamlines evaluation, scoring, and coaching workflows.
- Compliance & Security: Supports regulatory requirements with encryption, access controls, and audit trails.
- Voice of the Customer: Transforms recorded calls into insights that drive CX improvements.
NiCE AI Call Recording Software
Enterprise AI-powered call recording and analytics for modern contact centers
Updated February 27, 2026
NiCE AI Call Recording Software Overview
NiCE AI Call Recording Software is part of the CXone Mpower platform, delivering enterprise-grade voice recording, compliance, and AI-driven analytics. It captures, stores, and analyzes 100% of customer interactions across voice and digital channels.
Designed for large-scale contact centers, it helps organizations improve quality management, regulatory compliance, agent performance, and customer experience through actionable insights.
Key Features
Pricing
| Plan | Price | Featured |
|---|---|---|
| CXone Mpower Omnichannel Suite | $110 per agent/month (Billed Monthly) | Voice & Digital Channels, Omnichannel Routing, Recording & Compliance |
| CXone Mpower Essential Suite | $135 per agent/month (Billed Monthly) | Proactive Engagement, AI Routing, Core CCaaS Features |
| CXone Mpower Core Suite | $169 per agent/month (Billed Monthly) | Outbound Campaign Management, Interaction Analytics, Workforce Engagement |
| CXone Mpower Complete Suite | $209 per agent/month (Billed Monthly) | AutoSummary, Copilot for Agents & Supervisors, Voice of the Customer |
| CXone Mpower Ultimate Suite | $249 per agent/month + $0.25 per session (Billed Monthly) | Full AI Platform Access, Advanced Automation, Usage-Based AI Sessions |
| The Ultimate Banking Experience | $249 per agent/month + $0.25 per session (Billed Monthly) | Banking Engagement Hub, Voice Biometrics, AI Agent Assist |
| The Ultimate Insurance Experience | $249 per agent/month + $0.25 per session (Billed Monthly) | Insurance Compliance Hub, Policyholder Self-Service, Proactive AI Agent |
| The Ultimate Healthcare Experience | $249 per agent/month + $0.25 per session (Billed Monthly) | EHR Integration, Patient Self-Service Automation, Healthcare AI Agent Assist |
| The Ultimate Retail Experience | $249 per agent/month + $0.25 per session (Billed Monthly) | Retail Interaction Hub, E-commerce Conversion Booster, Customer Insights |
| The Ultimate Government Experience | Starting at $2 per consumer/year | Citizen Engagement, Compliance-Ready Communications, Proactive Notifications |
Price details: https://www.nice.com/websites/pricing
Pros
Competitor |
Pros |
|---|---|
| Genesys Cloud CX | Compared to Genesys Cloud CX, NiCE offers deeper native call recording and compliance capabilities tightly integrated with quality management. Its AI analytics cover 100% of interactions without heavy customization, making it easier for large enterprises to operationalize insights while maintaining strict regulatory standards. |
| Five9 | NiCE surpasses Five9 in advanced interaction analytics and workforce engagement features. While Five9 is easier for mid-sized teams, NiCE provides stronger AI-driven summaries, speech analytics, and long-term scalability for complex, global contact center environments. |
| Talkdesk | Against Talkdesk, NiCE stands out for enterprise robustness and compliance. Its call recording and analytics are more mature for regulated industries like finance and healthcare, offering greater depth in quality management and post-call intelligence. |
| Verint | Compared to Verint, NiCE delivers a more unified CCaaS and call recording platform, reducing the need for multiple modules. NiCE’s CXone Mpower bundles recording, analytics, and workforce tools in a single cloud-native ecosystem. |
| CloudTalk | While CloudTalk focuses on simplicity and SMB affordability, NiCE excels in large-scale deployments. It provides superior AI analytics, compliance tooling, and omnichannel recording, making it better suited for enterprises with complex operational needs. |
Cons
Competitor |
Cons |
|---|---|
| Genesys Cloud CX | Compared to Genesys Cloud CX, NiCE can feel more complex to configure initially. Enterprises may require longer implementation timelines and specialized expertise to fully tailor call recording and analytics workflows. |
| Five9 | Relative to Five9, NiCE is generally more expensive and less accessible for small teams. Organizations with simpler call recording needs may find Five9 easier to deploy and manage. |
| Talkdesk | Talkdesk offers a more modern, intuitive UI for some users. NiCE’s interface, while powerful, can appear dense and may require additional training for agents and supervisors. |
| Verint | Compared to Verint, NiCE may offer less flexibility for highly specialized, standalone workforce analytics use cases. Some enterprises deeply invested in Verint ecosystems may prefer its modular depth. |
| CloudTalk | Against CloudTalk, NiCE is significantly more costly and overpowered for SMBs. Smaller organizations focused purely on basic call recording may find NiCE’s enterprise feature set unnecessary. |
Reviews
- getvoip.com Review: One reviewer gave NiCE AI Call Recording Software a 5/5 and called it “easy to use and simple to customize,” praising its reliability and responsive support team. Another noted that switching over required minimal training and made call auditing and reviews quick, though the system crashes when pulling more than two weeks of call logs and forces searches by inbound or outbound instead of by number. A long-time user highlighted the user-friendly dashboards, strong call connectivity, and extensive reporting, but criticized the Windows-only scripting interface and proprietary softphone.
- softwarereviews.com Review: NiCE AI Call Recording Software earns praise for its “User friendly Administrative Console,” advanced reporting tools, and weekly check-ins with a Technical Account Manager, which helped one admin automate tasks and reduce team leads’ day-to-day workload. Another reviewer liked the data analytics and dashboard capabilities and broad integrations, yet felt product enhancement features roll out slowly and advised running a detailed POC to understand functional limits.
- dialpad.com Review: The comparison argues that accessing specific moments in long 30-minute recordings can waste time without built-in transcription or keyword search, and notes that AI features like transcription and summarization come as add-ons. It also points out that the $71 “MPower” entry plan only supports digital channels, while the “Voice Agent” plan starts at $94 per agent per month, which increases costs for teams that need voice support.
