Calabrio ONE vs NICE CXone comparison

Calabrio and NICE are both solutions in the Workforce Engagement Management category. Calabrio is ranked #7, while NICE is ranked #4 with an average rating of 8.0. Calabrio holds a 8.1% mindshare in CCO, compared to NICE’s 13.5% mindshare. Additionally, 81% of Calabrio users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Calabrio ONE

Read 32 Calabrio ONE reviews

410 Views
310 Comparison Views

81% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

598 Views
455 Comparison Views

96% willing to recommend

Calabrio ONE

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 17, 2025

Calabrio ONE and NICE CXone are competitors in the contact center solutions market. Calabrio ONE stands out for its pricing and customer support, while NICE CXone offers a comprehensive feature set that justifies the higher cost for some businesses.

Features: Calabrio ONE's analytics flexibility, robust scheduling, and intuitive user interface make it an appealing choice for users focusing on efficiency. NICE CXone offers advanced AI tools, omnichannel capabilities, and seamless integrations, making it a strong candidate for those seeking extensive technological features.

Room for Improvement: Calabrio ONE could enhance its integration options, improve AI capabilities, and expand advanced analytics further. NICE CXone may benefit from simplifying deployment, optimizing user interface complexity, and offering more budget-friendly pricing tiers.

Ease of Deployment and Customer Service: Calabrio ONE is praised for simple deployment and responsive support, making onboarding smoother. NICE CXone has a more complex setup process but provides strong support and a wide network of resources to assist customers.

Pricing and ROI: Calabrio ONE is generally more affordable with lower initial costs, appealing to budget-conscious buyers and offering steady ROI via efficient resource management. NICE CXone requires a higher upfront investment but users find that its extensive features drive a higher long-term ROI, appealing to those seeking feature-rich solutions.

To learn more, read our detailed Calabrio ONE vs. NICE CXone Report (Updated: January 2025).

Buyer's Guide

Calabrio ONE vs. NICE CXone

January 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Calabrio ONE

Ranking in Workforce Engagement Management

7th

Average Rating

7.8

Number of Reviews

Ranking in other categories

No ranking in other categories

NICE CXone

Ranking in Workforce Engagement Management

4th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (6th)

Mindshare comparison

As of February 2025, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 8.1%, up from 6.7% compared to the previous year. The mindshare of NICE CXone is 13.5%, up from 8.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

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James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

"We are able to see the calls in queue and able to see if someone is available or not."

"Customer support is terrific. The team is personable, informed, and responsive."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"Being able to listen in on a call, which is exceptionally good with training."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

Cons

"Being able to "publish" or rerun the schedule for only one agent would be ideal."

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"One of the biggest missing pieces is a link checker."

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

"It could improve the quality of calls."

"If you have hundreds of books, the initial download is slow."

More NICE CXone cons

Pricing and Cost Advice

Information not available

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Healthcare Company

14%

Financial Services Firm

14%

Insurance Company

Computer Software Company

Financial Services Firm

15%

Computer Software Company

15%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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Earn 20 points

What needs improvement with NICE CXone?

One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...

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What is your primary use case for NICE CXone?

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...

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What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

Comparisons

Genesys Cloud CX vs Calabrio ONE

Compared 32% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 25% of the time

Genesys PureConnect vs Calabrio ONE

Compared 20% of the time

More Calabrio ONE Competitors

Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 12% of the time

Nuance IVR vs NICE CXone

Compared 10% of the time

Genesys PureConnect vs NICE CXone

Compared 4% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

February 2025

Download Calabrio ONE product report

Buyer's Guide

NICE CXone

February 2025

Download NICE CXone product report

Also Known As

Calabrio

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie

Overview

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Calabrio

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Sample Customers

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Calabrio ONE vs. NICE CXone

January 2025

Free Report: Calabrio ONE vs. NICE CXone

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