Autonomous AI Agents in Contact Centers

{
  "agent_id": "maximizing_efficiency_with_aut",
  "name": "Autonomous AI Agents in Contact Centers",
  "url": "https://nice.com/agentic-ai/autonomous-ai-agents-in-contact-centers",
  "logo": "https://agentery.com/logos/CP-GBD4ZX.png",
  "niche": "voice-contact-centre-agent",
  "category": "customer-success-support",
  "short_summary": "Autonomous AI agents that resolve customer needs and automate customer service in contact centers, including self-service, sales/marketing, proactive engagemen…",
  "task_performed": "Autonomous AI agents that resolve customer needs and automate customer service in contact centers, including self-service, sales/marketing, proactive engagement, and process automation",
  "inputs_accepted": [
    "Customer interactions across voice and digital channels"
  ],
  "outputs_produced": [
    "Automated customer intent resolution",
    "fulfillment",
    "and cross-system actions"
  ],
  "integrations_available": [
    "Cognigy",
    "CXone"
  ],
  "protocols_or_interfaces": [],
  "industry_fit": [
    "contact center / customer experience (BPO",
    "education",
    "financial services",
    "government",
    "healthcare",
    "insurance",
    "retail",
    "telecom",
    "travel & hospitality)"
  ],
  "autonomy_level": "agentic",
  "human_approval_needed": "sometimes required",
  "pricing_model": "enterprise/contact sales",
  "price": {
    "observed": true,
    "billing": "subscription",
    "source_kind": "vendor",
    "currency": "USD",
    "lowest_monthly_usd": 110,
    "monthly_usd": 110,
    "headline": "From $110/mo ($110 per agent/month × 1)",
    "commercial": {
      "entry_offer": {
        "line": "Omnichannel Suite",
        "monthly_native": 110,
        "monthly_usd": 110,
        "commitment": "monthly",
        "basis": "$110 per agent/month × 1",
        "billing_verified": true
      },
      "currency": "USD",
      "lines": [
        {
          "name": "Omnichannel Suite",
          "price": "$110 per agent per month",
          "kind": "base_subscription",
          "unit": "agent",
          "billed": "monthly"
        },
        {
          "name": "Essential Suite",
          "price": "$135 per agent per month",
          "kind": "base_subscription",
          "unit": "agent",
          "billed": "monthly"
        },
        {
          "name": "Core Suite",
          "price": "$169 per agent per month",
          "kind": "base_subscription",
          "unit": "agent",
          "billed": "monthly"
        },
        {
          "name": "Complete Suite",
          "price": "$209 per agent per month",
          "kind": "base_subscription",
          "unit": "agent",
          "billed": "monthly"
        },
        {
          "name": "Ultimate Suite",
          "price": "$249 per agent per month",
          "kind": "base_subscription",
          "unit": "agent",
          "billed": "monthly"
        }
      ]
    },
    "summary": "From $110/mo ($110 per agent/month × 1). NiCE lists five CXone packages from $110 to $249 per agent per month, with the Ultimate Suite also showing a $0.25 per-session charge.",
    "confidence": "high",
    "source_url": "https://www.nice.com/pricing",
    "checked_at": "2026-10-29T02:25:48.124Z",
    "amount": 110,
    "display": "From $110/mo",
    "plans": [
      {
        "name": "Omnichannel Suite",
        "price": "$110 per agent per month",
        "period": "month",
        "persona": "team_sme",
        "highlights": [
          "Voice and digital channels",
          "Omnichannel routing",
          "Proactive web engagement"
        ],
        "promo_note": null,
        "price_promo": null,
        "price_annual": null
      },
      {
        "name": "Essential Suite",
        "price": "$135 per agent per month",
        "period": "month",
        "persona": "individual",
        "highlights": [
          "Voice and digital channels",
          "Omnichannel routing",
          "Recording and compliance"
        ],
        "promo_note": null,
        "price_promo": null,
        "price_annual": null
      },
      {
        "name": "Core Suite",
        "price": "$169 per agent per month",
        "period": "month",
        "persona": "team_sme",
        "highlights": [
          "AI routing",
          "Outbound engagement",
          "Quality management"
        ],
        "promo_note": null,
        "price_promo": null,
        "price_annual": null
      },
      {
        "name": "Complete Suite",
        "price": "$209 per agent per month",
        "period": "month",
        "persona": "team_sme",
        "highlights": [
          "Workforce management",
          "Performance management",
          "Interaction analytics"
        ],
        "promo_note": null,
        "price_promo": null,
        "price_annual": null
      },
      {
        "name": "Ultimate Suite",
        "price": "$249 per agent per month",
        "period": "month",
        "persona": "team_sme",
        "highlights": [
          "Additional $0.25 per session consumption charge",
          "Copilots for agents, supervisors, and leaders",
          "Gamification"
        ],
        "promo_note": null,
        "price_promo": null,
        "price_annual": null
      }
    ],
    "source": "render+llm"
  },
  "trust_or_rating_signal": [
    "Gartner Magic Quadrant Leader for Contact Center as a Service (11th consecutive year)",
    "Customer stories/case studies",
    "Trust Center for security and compliance"
  ],
  "evidence_quality": "medium",
  "entity_type": "agent",
  "regulated_data_suitability": "enterprise security page only",
  "evidence_urls": [
    "https://nice.com/agentic-ai/autonomous-ai-agents-in-contact-centers",
    "https://www.nice.com/agentic-ai/autonomous-ai-agents-in-contact-centers"
  ],
  "last_checked": "2026-10-29",
  "profile_checked": "2026-06-16",
  "price_checked": "2026-10-29",
  "how_to_connect": {
    "website": "https://nice.com/agentic-ai/autonomous-ai-agents-in-contact-centers",
    "docs": "https://www.nice.com/developer",
    "mcp": null,
    "a2a": null,
    "api": {
      "docs_url": "https://www.nice.com/developer",
      "endpoint": null
    },
    "protocols": [],
    "install": null,
    "repository": null
  },
  "deployment": {
    "model": "unknown",
    "both_offered": false,
    "hosted_endpoint": null,
    "install": null,
    "note": "No deployment evidence held — Agentery has no endpoint, install instruction or directory attribute for this listing.",
    "evidence": null
  },
  "licence": {
    "name": null,
    "note": "No named licence found in the retained page text or source attributes. A public repository alone does not establish an open-source licence.",
    "evidence": null
  },
  "evidence_checks": {
    "price": {
      "source_url": "https://www.nice.com/pricing",
      "last_observed_day": "2026-10-29",
      "age_days": 1,
      "verified_day": null,
      "note": "from the listing's current price record; no separate page-text verification is held"
    },
    "agent_card": {
      "status": "unknown",
      "note": "no Agent Card URL recorded for this listing"
    },
    "endpoint": {
      "status": "unknown",
      "note": "endpoint not yet checked"
    }
  },
  "product_group": {
    "group_id": 43,
    "group": "Customer conversation automation",
    "change_90d_pct": 0,
    "fair_price_by_tier_monthly_usd": {
      "individual": 17.34,
      "pro": 39,
      "team / small business": 119.5,
      "enterprise": 344.17
    },
    "broad_market": true,
    "note": "Change of the group's price index over the last 90 days. Call get_group_fair_price with group_id for tier and payment-model detail.",
    "page": "https://agentery.com/aepi/groups/43"
  },
  "liveness": {
    "probed": true,
    "alive": true,
    "endpoint_kind": "site",
    "latency_ms": 2765,
    "uptime_7d": 1,
    "checked_at": "2026-10-29T02:39:49.068Z",
    "consecutive_failures": 0,
    "status": "alive"
  },
  "price_extras": {
    "free_tier": null,
    "unit_cost": null
  },
  "reported_success": null,
  "feedback": "If you actually use this provider, call report_outcome with the result. Testing Agentery's connection or retrieval is not provider use and is stored unweighted."
}