LiveAgent vs NICE CXone comparison

QualityUnit and NICE are both solutions in the Knowledge Management Software category. QualityUnit is ranked #22, while NICE is ranked #6 with an average rating of 8.0. QualityUnit holds a 1.0% mindshare in KMS, compared to NICE’s 5.1% 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
5 Comparison Views

100% willing to recommend

NICE CXone

Read 13 NICE CXone reviews

153 Views
27 Comparison Views

96% willing to recommend

LiveAgent

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on May 18, 2025

NICE CXone and LiveAgent compete in the customer experience and service management sector. NICE CXone may lead with extensive features suitable for large enterprises, while LiveAgent offers a simpler, cost-effective solution for smaller businesses seeking value.

Features: NICE CXone provides comprehensive automation, advanced analytics, and varied integration options, ideal for large operations. LiveAgent offers an intuitive ticketing system, seamless communication tool integration, and efficient multi-channel support. Both serve their targeted business scales effectively with these features.

Ease of Deployment and Customer Service: NICE CXone’s complex deployment and extensive features may extend setup time and require significant training. LiveAgent presents a simpler deployment facilitating quicker implementation. NICE CXone offers robust technical support, while LiveAgent's customer service is noted for responsiveness and effective problem-solving.

Pricing and ROI: NICE CXone involves a higher initial cost, potentially delaying ROI but offering powerful tools for larger enterprises. LiveAgent’s budget-friendly pricing enables quicker ROI, appealing to startups and small teams prioritizing cost-effectiveness. Pricing details for NICE CXone and LiveAgent are available upon inquiry, as they vary based on specific business needs.

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

Buyer's Guide

LiveAgent vs. NICE CXone

June 2025

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Helped 857,028 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

LiveAgent

Ranking in Knowledge Management Software

22nd

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (38th), IT Service Management (ITSM) (49th)

NICE CXone

Ranking in Knowledge Management Software

6th

Average Rating

8.2

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), IVR Systems (1st), Live Chat (2nd), Contact Center as a Service (CCaaS) (4th)

Mindshare comparison

As of June 2025, in the Knowledge Management Software category, the mindshare of LiveAgent is 1.0%, down from 2.1% compared to the previous year. The mindshare of NICE CXone is 5.1%, up from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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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

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

"Provides service level optimization."

"The technical support for NICE CXone is outstanding."

"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."

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

"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 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."

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

"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."

More NICE CXone pros

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

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

"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."

"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."

"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."

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

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

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

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What needs improvement with NICE CXone?

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but...

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What is your primary use case for NICE CXone?

I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not pla...

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What advice do you have for others considering NICE CXone?

Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancem...

See all answers

Comparisons

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Compared 6% of the time

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Product Reports

Buyer's Guide

Help Desk Software

May 2025

Download LiveAgent product report

Buyer's Guide

NICE CXone

May 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

June 2025

Free Report: LiveAgent vs. NICE CXone

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