Calabrio ONE vs NICE CXone comparison

Calabrio and NICE are both solutions in the Workforce Engagement Management category. Calabrio is ranked #5, while NICE is ranked #3 with an average rating of 8.0. Calabrio holds a 6.1% 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

467 Views
467 Comparison Views

81% willing to recommend

NICE CXone

Read 15 NICE CXone reviews

2,341 Views
702 Comparison Views

96% willing to recommend

Calabrio ONE

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 24, 2025

Calabrio ONE and NICE CXone are directly competing in the customer experience and workforce optimization sector. Calabrio ONE shows strength in cost-effectiveness and customer satisfaction, while NICE CXone dominates with its advanced features, offering a comprehensive solution at a higher cost.

Features: Calabrio ONE provides features like analyst-driven insights, dynamic scheduling, and comprehensive quality management, enhancing data-driven decision making. NICE CXone delivers robust omnichannel capabilities, AI-driven tools, and in-depth analytics, offering extensive customer interaction solutions.

Room for Improvement: Calabrio ONE could expand its analytics capabilities, offer more seamless AI integration, and enhance user interface intuitiveness. NICE CXone might benefit from streamlining its reporting dashboard, simplifying its configuration settings, and enhancing initial setup procedures for easier adoption.

Ease of Deployment and Customer Service: NICE CXone provides a straightforward deployment model backed by substantial support and a comprehensive onboarding process. Calabrio ONE also offers easy integration; however, it is distinguished by its personalized customer service.

Pricing and ROI: Calabrio ONE is recognized for its competitive pricing and favorable ROI, appealing to budget-conscious buyers. NICE CXone, although carrying a higher price tag, offers substantial return through its wide-ranging functionalities.

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

Buyer's Guide

Calabrio ONE vs. NICE CXone

September 2025

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Helped 867,676 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

Calabrio ONE

Ranking in Workforce Engagement Management

5th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

NICE CXone

Ranking in Workforce Engagement Management

3rd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IVR Systems (1st), Live Chat (2nd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)

Mindshare comparison

As of September 2025, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 6.1%, down from 6.5% compared to the previous year. The mindshare of NICE CXone is 13.5%, up from 9.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	13.5%
Calabrio ONE	6.1%
Other	80.4%

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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Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

Real-time adjustments enhance call management, though pricing needs improvement

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better. Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. 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.

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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

"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."

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

"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."

"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."

"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."

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

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

"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."

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

More NICE CXone pros

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."

"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."

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

"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."

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

"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."

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

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

Insurance Company

15%

Financial Services Firm

11%

Energy/Utilities Company

Manufacturing Company

Financial Services Firm

15%

Computer Software Company

12%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	29

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	3

Questions from the Community

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What needs improvement with NICE CXone?

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What is your primary use case for NICE CXone?

We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily...

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What advice do you have for others considering NICE CXone?

I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage. Overall, NICE CXone is no...

See all answers

Comparisons

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Compared 37% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 29% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 14% of the time

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Genesys Cloud CX vs NICE CXone

Compared 14% of the time

Amazon Connect vs NICE CXone

Compared 12% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

Five9 vs NICE CXone

Compared 9% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

August 2025

Download Calabrio ONE product report

Buyer's Guide

NICE CXone

August 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

September 2025

Free Report: Calabrio ONE vs. NICE CXone

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