LivePerson vs NICE CXone comparison

The compared LivePerson and NICE solutions aren't in the same category. LivePerson is ranked #7 in AIPC , with an average rating of 7.5, and holds a 1.6% mindshare in the category. NICE is ranked #4 in CCO , with an average rating of 8.0, and holds a 13.5% mindshare. Additionally, 100% of LivePerson users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

LivePerson

Read 3 LivePerson reviews

229 Views
152 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

598 Views
455 Comparison Views

96% willing to recommend

LivePerson

NICE CXone

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between LivePerson and NICE CXone based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Darktrace, Espressive and others in AI-Powered Chatbots.

To learn more, read our detailed AI-Powered Chatbots Report (Updated: January 2025).

Buyer's Guide

AI-Powered Chatbots

January 2025

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Helped 837,501 peers since 2012

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

LivePerson

Average Rating

7.6

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (7th)

NICE CXone

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (6th)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. LivePerson is designed for AI-Powered Chatbots and holds a mindshare of 1.6%, down 2.5% compared to last year.
NICE CXone, on the other hand, focuses on Workforce Engagement Management, holds 13.5% mindshare, up 8.8% since last year.

AI-Powered Chatbots

Workforce Engagement Management

Featured Reviews

Sitanshu Kumar Mishra

Project Manager at Infosys

Provides predefined content, the ability to measure KPIs, and a reliable way for customer conversations

The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable. It also monitors the KPIs such as your CSAT, your time of conversation, etc. All the KPIs are mentioned on the first row of the screen. This is the second feature that I love about LivePerson. It has some predefined content. You can click on that, and it will be sent to the customer. Instead of typing a complete statement, you can use this predefined content.

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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.

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Quotes from Members

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

Pros

"LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented."

"The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable."

"LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company."

"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."

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

"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."

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

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

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

"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."

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

Cons

"In my current organization, we have faced the problem of not having very detailed instructions. For example, if you need to integrate this application with SSO, you need to enter some specific information. Unfortunately, we weren't able to find detailed instructions on what exactly needs to be entered in the specified fields."

"They should add an auto-correction tool. If we are writing the wrong word, it should show or type the right word that we want to convey to the customer. This feature is currently not available."

"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson."

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

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

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

"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."

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

"It could improve the quality of calls."

"inContact should offer a way to send faxes."

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

More NICE CXone cons

Pricing and Cost Advice

"I am not aware of the pricing, but I have seen it not only being used in India. It is also being used in a lot of other countries such as the Philippines and Jamaica. So, I would assume that it is affordable."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

22%

Insurance Company

13%

Computer Software Company

13%

Manufacturing Company

Financial Services Firm

15%

Computer Software Company

15%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about LivePerson ?

LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company.

See all answers

What needs improvement with LivePerson ?

During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson. LivePerson couldn't handle the volume our company was getting. Right now...

See all answers

What is your primary use case for LivePerson ?

I started as a customer support agent. In my company, I initially used LivePerson for web messaging and conversations to help customers with their queries. Right now, I am responsible for quality a...

See all answers

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...

See all answers

What advice do you have for others considering NICE CXone?

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

See all answers

Comparisons

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Compared 27% of the time

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Compared 25% of the time

Amelia vs LivePerson

Compared 25% of the time

eGain Chat vs LivePerson

Compared 23% of the time

More LivePerson 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

Amazon Connect vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

LivePerson

February 2025

Download LivePerson product report

Buyer's Guide

NICE CXone

February 2025

Download NICE CXone product report

Also Known As

LiveEngage

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

LivePerson is a provider of online engagement solutions that facilitate real-time assistance. Connecting businesses and experts with consumers seeking help on the Web, our hosted software creates more relevant, compelling and personalized online experiences. More than 8,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel.

LivePerson

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

Backcountry, National Domestic Violence Hotline, Poder Comercial, PAC Web Hosting, Landings Credit Union, Rail Europe

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

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