LiveAgent vs NICE CXone comparison

QualityUnit and NICE are both solutions in the Knowledge Management Software category. QualityUnit is ranked #26, while NICE is ranked #6 with an average rating of 8.0. QualityUnit holds a 1.7% mindshare in KMS, compared to NICE’s 5.8% 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

400 Views
88 Comparison Views

100% willing to recommend

NICE CXone

Read 15 NICE CXone reviews

2,351 Views
235 Comparison Views

96% willing to recommend

LiveAgent

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 24, 2025

NICE CXone and LiveAgent are competing in customer experience management. NICE CXone stands out with its advanced features and security compliance, whereas LiveAgent offers ease of setup and competitive pricing.

Features: NICE CXone offers omnichannel routing, advanced analytics, and AI capabilities for enhanced customer interactions. LiveAgent provides robust ticketing, live chat, and social media integration for instant customer support.

Ease of Deployment and Customer Service: NICE CXone involves a complex deployment due to its feature set, which can require more time for configuration. LiveAgent allows quicker deployment with straightforward integration and minimal disruption.

Pricing and ROI: NICE CXone has higher initial costs but offers significant ROI with advanced capabilities. LiveAgent appeals to smaller businesses with lower initial costs and attractive pricing plans, providing a compelling ROI for cost-effective customer service.

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

Buyer's Guide

LiveAgent vs. NICE CXone

September 2025

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Helped 869,566 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

26th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (37th), IT Service Management (ITSM) (45th)

NICE CXone

Ranking in Knowledge Management Software

6th

Average Rating

8.2

Reviews Sentiment

7.0

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 October 2025, in the Knowledge Management Software category, the mindshare of LiveAgent is 1.7%, up from 1.5% compared to the previous year. The mindshare of NICE CXone is 5.8%, up from 4.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software Market Share Distribution
Product	Market Share (%)
NICE CXone	5.8%
LiveAgent	1.7%
Other	92.5%

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

"Provides service level optimization."

"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."

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

"The technical support for NICE CXone is outstanding."

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

"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."

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

"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."

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

More NICE CXone pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"It could improve the quality of calls."

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

"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."

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

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

"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."

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

"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."

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

14%

Computer Software Company

13%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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...

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Comparisons

JIRA Service Management vs LiveAgent

Compared 48% of the time

Zendesk vs LiveAgent

Compared 30% of the time

Zoho Desk vs LiveAgent

Compared 22% of the time

More LiveAgent Competitors

Genesys Cloud CX vs NICE CXone

Compared 15% 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 8% of the time

Zendesk vs NICE CXone

Compared 6% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download LiveAgent product report

Buyer's Guide

NICE CXone

September 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

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

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

September 2025

Free Report: LiveAgent vs. NICE CXone

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