LivePerson vs NICE CXone comparison

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307 views|220 comparisons
NICE Logo
805 views|551 comparisons
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable.""LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented.""LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company."

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"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.""We are able to see the calls in queue and able to see if someone is available or not.""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.""Customer support is terrific. The team is personable, informed, and responsive.""It has the ability to edit the HTML, as well as the WYSIWYG.""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."

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Cons
"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson.""They should add an auto-correction tool. If we are writing the wrong word, it should show or type the right word that we want to convey to the customer. This feature is currently not available.""In my current organization, we have faced the problem of not having very detailed instructions. For example, if you need to integrate this application with SSO, you need to enter some specific information. Unfortunately, we weren't able to find detailed instructions on what exactly needs to be entered in the specified fields."

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"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 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.""I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.""One of the biggest missing pieces is a link checker.""inContact should offer a way to send faxes.""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.""It could improve the quality of calls."

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Pricing and Cost Advice
  • "I am not aware of the pricing, but I have seen it not only being used in India. It is also being used in a lot of other countries such as the Philippines and Jamaica. So, I would assume that it is affordable."
  • More LivePerson Pricing and Cost Advice →

  • "We had a custom setup that cost us some money."
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    Questions from the Community
    Top Answer:LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company.
    Top Answer:I am not aware of the pricing, but I have seen it not only being used in India. It is also being used in a lot of other countries such as the Philippines and Jamaica. So, I would assume that it is… more »
    Top Answer:During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson. LivePerson couldn't handle the volume our company was getting. Right now… more »
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    Ranking
    4th
    out of 41 in AI-Powered Chatbots
    Views
    307
    Comparisons
    220
    Reviews
    3
    Average Words per Review
    827
    Rating
    7.7
    Views
    805
    Comparisons
    551
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Also Known As
    LiveEngage
    NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
    Learn More
    Overview
    LivePerson is a provider of online engagement solutions that facilitate real-time assistance. Connecting businesses and experts with consumers seeking help on the Web, our hosted software creates more relevant, compelling and personalized online experiences. More than 8,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel.

    NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

    The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

    • Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
    • Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
    • Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
    • Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

    Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

    CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

    Sample Customers
    Backcountry, National Domestic Violence Hotline, Poder Comercial, PAC Web Hosting, Landings Credit Union, Rail Europe
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Top Industries
    VISITORS READING REVIEWS
    Financial Services Firm27%
    Manufacturing Company13%
    Computer Software Company13%
    Insurance Company8%
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    Company Size
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise8%
    Large Enterprise77%
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%

    LivePerson is ranked 4th in AI-Powered Chatbots with 3 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. LivePerson is rated 7.6, while NICE CXone is rated 8.2. The top reviewer of LivePerson writes "Provides predefined content, the ability to measure KPIs, and a reliable way for customer conversations". 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". LivePerson is most compared with ServiceNow Virtual Agent, Kore.ai , Amelia and LiveChat, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and JIRA Service Management.

    We monitor all AI-Powered Chatbots 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.