LiveAgent vs NICE CXone comparison

QualityUnit and NICE are both solutions in the Knowledge Management Software category. QualityUnit is ranked #15, while NICE is ranked #6 with an average rating of 8.0. QualityUnit holds a 1.2% mindshare in KMS, compared to NICE’s 5.2% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

64 Views
34 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

127 Views
102 Comparison Views

96% willing to recommend

LiveAgent

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 17, 2025

NICE CXone and LiveAgent compete in the customer experience platform category. NICE CXone has an advantage with its robust features and workforce optimization tools, while LiveAgent offers ease of use and quick deployment.

Features: NICE CXone provides advanced omnichannel routing, real-time analytics, and AI-driven insights suitable for high-volume environments. LiveAgent offers a robust ticketing system, real-time chat, and a unified inbox designed for small to mid-sized enterprises seeking efficient communication.

Ease of Deployment and Customer Service: LiveAgent is easy to deploy with minimal technical requirements, appealing to smaller firms or those lacking extensive IT support. It provides robust customer service with efficient onboarding. NICE CXone's deployment is more complex but is supported by comprehensive training and dedicated support teams for smooth, long-term use.

Pricing and ROI: NICE CXone comes with a higher initial setup cost, justified by its extensive functionalities and potential long-term value through efficiencies and data insights. LiveAgent offers a cost-effective choice with lower upfront costs and a quicker return due to uncomplicated deployment and operations.

To learn more, read our detailed LiveAgent vs. NICE CXone Report (Updated: March 2025).

Buyer's Guide

LiveAgent vs. NICE CXone

March 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

LiveAgent

Ranking in Knowledge Management Software

15th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (38th), IT Service Management (ITSM) (43rd)

NICE CXone

Ranking in Knowledge Management Software

6th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of LiveAgent is 1.2%, down from 2.2% compared to the previous year. The mindshare of NICE CXone is 5.2%, up from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

Daniel Lies

Head of Process Management at Immoveo gmbh

Service level optimization is key as is the integrated email and chat functions

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

Read full review

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 most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"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 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."

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

"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."

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

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

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

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"It could improve the quality of calls."

"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."

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

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

"inContact should offer a way to send faxes."

"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."

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

"It is a hassle, if you are busy and caught up with something, that it will log you out."

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

No data available

Financial Services Firm

17%

Computer Software Company

15%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

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...

See all answers

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

No data available

Genesys Cloud CX vs NICE CXone

Compared 15% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 13% of the time

Amazon Connect vs NICE CXone

Compared 8% of the time

Sprinklr vs NICE CXone

Compared 7% of the time

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Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download LiveAgent product report

Buyer's Guide

NICE CXone

March 2025

Download NICE CXone product report

Also Known As

No data available

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

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

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

Buyer's Guide

LiveAgent vs. NICE CXone

March 2025

Free Report: LiveAgent vs. NICE CXone

Find out what your peers are saying about LiveAgent vs. NICE CXone and other solutions. Updated: March 2025.

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