3CX Live Chat and NICE CXone compete in the communication solutions category. NICE CXone may have the upper hand due to its robust omnichannel and integration capabilities, appealing to large-scale operations.
Features: 3CX Live Chat offers ease of deployment, VoIP integration, and desktop and mobile clients, making it versatile and cost-effective. NICE CXone provides strong omnichannel support, flexible call flow scripting, and is suitable for comprehensive analytics.
Room for Improvement: 3CX Live Chat could enhance Linux support, customization options, and robust reporting tools. NICE CXone needs improved audio quality, a more streamlined UI, and a flexible pricing model.
Ease of Deployment and Customer Service: 3CX Live Chat is flexible, suitable for SMEs, and offers responsive customer service, though it could improve technical support. NICE CXone excels internationally, with strong real-time monitoring but needs better local support.
Pricing and ROI: 3CX Live Chat has competitive pricing with straightforward licensing, offering substantial ROI. NICE CXone's advanced features may result in higher costs, but promises quick ROI for extensive communication needs.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
On a scale of one to ten, where ten is the best, I would rate NICE CXone technical support team a ten.
If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
We have our own technical account manager which provides us with substantial visibility.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
We maintain a good working relationship with NICE CXone, and their technical support is effective.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location.
Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
The AI widget helps achieve faster answer resolution to customer queries instead of requiring only manual intervention with agents toggling between multiple screens.
| Product | Market Share (%) |
|---|---|
| NICE CXone | 10.8% |
| 3CX Live Chat | 6.8% |
| Other | 82.4% |
| Company Size | Count |
|---|---|
| Small Business | 41 |
| Midsize Enterprise | 6 |
| Large Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 4 |
Connect with your website visitors for free with the 3CX Live Chat plugin. With more than 1,900,000 downloads, 3CX Live Chat is the most popular, effective and reliable live chat plugin for WordPress. Increase conversions and boost customer satisfaction by communicating directly with your website visitors in real-time.
Integrate with 3CX for a multichannel communications suite including voice and video (requires 3CX V16). Get 3CX for free for one year for unlimited users hosted by 3CX, in your own cloud account or on-premise on Windows or Linux.
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?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.
We monitor all Live Chat reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
