NICE CXone vs ProProfs Live Chat comparison

NICE and ProProfs are both solutions in the Live Chat category. NICE is ranked #2 with an average rating of 8.0, while ProProfs is ranked #20. NICE holds a 6.4% mindshare in LC, compared to ProProfs’s 3.6% mindshare. Additionally, 96% of NICE users are willing to recommend the solution.

NICE CXone

Read 15 NICE CXone reviews

2,341 Views
47 Comparison Views

96% willing to recommend

ProProfs Live Chat

73 Views
37 Comparison Views

NICE CXone

ProProfs Live Chat

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 24, 2025

NICE CXone and ProProfs Live Chat compete in the customer engagement and communication category. NICE CXone is favored for its scalability and integration options, while ProProfs Live Chat is preferred for simplicity in targeted functionalities.

Features: NICE CXone provides advanced omnichannel support, robust integration with third-party systems, and analytics capabilities, making it suitable for large enterprises seeking comprehensive contact center solutions. ProProfs Live Chat offers real-time visitor tracking, customizable chat widgets, and navigable tools, appealing to small to mid-sized businesses focusing on chat interactions.

Ease of Deployment and Customer Service: NICE CXone has a cloud-native architecture, ensuring smooth deployment and extensive support, beneficial for quick global team implementations. ProProfs Live Chat is known for its simple setup process and intuitive design, favoring companies without significant IT resources.

Pricing and ROI: NICE CXone generally involves a higher upfront cost but delivers substantial ROI for companies requiring extensive customer engagement tools, driven by its scalability and functionality. ProProfs Live Chat is more budget-friendly with lower setup costs, providing value for smaller teams focused on direct chat features. NICE CXone's ROI is enhanced by its capabilities, while ProProfs Live Chat emphasizes cost efficiency and rapid deployment.

To learn more, read our detailed Live Chat Report (Updated: August 2025).

Buyer's Guide

Live Chat

August 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

NICE CXone

Ranking in Live Chat

2nd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), IVR Systems (1st), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)

ProProfs Live Chat

Ranking in Live Chat

20th

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of September 2025, in the Live Chat category, the mindshare of NICE CXone is 6.4%, down from 12.5% compared to the previous year. The mindshare of ProProfs Live Chat is 3.6%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Live Chat Market Share Distribution
Product	Market Share (%)
NICE CXone	6.4%
ProProfs Live Chat	3.6%
Other	90.0%

Live Chat

Featured Reviews

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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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

12%

Manufacturing Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

Questions from the Community

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...

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Comparisons

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Compared 14% of the time

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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

Zendesk vs NICE CXone

Compared 6% of the time

More NICE CXone Competitors

No data available

Product Reports

Buyer's Guide

NICE CXone

August 2025

Download NICE CXone product report

Buyer's Guide

Live Chat

August 2025

Download ProProfs Live Chat product report

Also Known As

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

No data available

Overview

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

ProProfs Live Chat engage and convert website visitors to customers. It resolves customer issues by seeing what customers type (even before they send it) or what they are viewing on your website. Live chat on your website helps you monitor and initiate conversations with site visitors, generate new leads with a pre-chat form and improve conversions, using ready-made templates & greetings. Your support operators can send proactive chat invitations to site visitors when they land on key pages of your site and gently guide them through the sales funnel which will improve the customer engagement considerably. Live chat software is securely hosted on IBM servers and integrates seamlessly with popular CRM, CMS, e-commerce, email marketing and many other tools.

ProProfs

Sample Customers

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

Lazy Cloud, MilitaryCruiseDeals, HorseSaddleShop

Find out what your peers are saying about Text, NICE, Comm100 and others in Live Chat. Updated: August 2025.

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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.