We performed a comparison between LiveAgent and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"It could improve the quality of calls."
"One of the biggest missing pieces is a link checker."
LiveAgent is ranked 11th in Knowledge Management Software while NICE CXone is ranked 10th in Knowledge Management Software. LiveAgent is rated 8.0, while NICE CXone is rated 8.2. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". LiveAgent is most compared with , whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
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We monitor all Knowledge Management Software 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.
