LivePerson vs NICE CXone comparison

The compared LivePerson and NICE solutions aren't in the same category. LivePerson is ranked #20 in AIPC , and holds a 1.3% mindshare in the category. NICE is ranked #3 in CCO , with an average rating of 8.0, and holds a 13.5% mindshare. Additionally, 100% of LivePerson users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

LivePerson

Read 3 LivePerson reviews

389 Views
214 Comparison Views

100% willing to recommend

NICE CXone

Read 15 NICE CXone reviews

2,351 Views
729 Comparison Views

96% willing to recommend

LivePerson

NICE CXone

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between LivePerson and NICE CXone based on real PeerSpot user reviews.

Find out what your peers are saying about Moveworks, ServiceNow, DeepSeek AI and others in AI-Powered Chatbots.

To learn more, read our detailed AI-Powered Chatbots Report (Updated: September 2025).

Buyer's Guide

AI-Powered Chatbots

September 2025

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Helped 869,832 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

LivePerson

Average Rating

7.6

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (20th)

NICE CXone

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), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. LivePerson is designed for AI-Powered Chatbots and holds a mindshare of 1.3%, down 1.7% compared to last year.
NICE CXone, on the other hand, focuses on Workforce Engagement Management, holds 13.5% mindshare, up 10.9% since last year.

AI-Powered Chatbots Market Share Distribution
Product	Market Share (%)
LivePerson	1.3%
Poe	12.6%
ServiceNow Virtual Agent	9.5%
Other	76.6%

AI-Powered Chatbots

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	13.5%
Genesys Cloud CX	20.7%
Verint Open CCaaS	8.6%
Other	57.199999999999996%

Workforce Engagement Management

Featured Reviews

Sitanshu Kumar Mishra

Project Manager at Infosys

Provides predefined content, the ability to measure KPIs, and a reliable way for customer conversations

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. It also monitors the KPIs such as your CSAT, your time of conversation, etc. All the KPIs are mentioned on the first row of the screen. This is the second feature that I love about LivePerson. It has some predefined content. You can click on that, and it will be sent to the customer. Instead of typing a complete statement, you can use this predefined content.

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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 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."

"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."

"The technical support for NICE CXone is outstanding."

"Customer support is terrific. The team is personable, informed, and responsive."

"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."

"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."

"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."

More NICE CXone pros

Cons

"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson."

"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."

"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."

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

"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."

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

"inContact should offer a way to send faxes."

"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 could improve the quality of calls."

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

More NICE CXone cons

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."

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Insurance Company

25%

Computer Software Company

11%

Financial Services Firm

Educational Organization

Financial Services Firm

14%

Computer Software Company

13%

Manufacturing Company

Performing Arts

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...

See all answers

Comparisons

Kore.ai vs LivePerson

Compared 28% of the time

Amelia vs LivePerson

Compared 28% of the time

ServiceNow Virtual Agent vs LivePerson

Compared 22% of the time

More LivePerson Competitors

Genesys Cloud CX vs NICE CXone

Compared 14% of the time

Amazon Connect vs NICE CXone

Compared 12% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 9% 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

LivePerson

October 2025

Download LivePerson product report

Buyer's Guide

NICE CXone

September 2025

Download NICE CXone product report

Also Known As

LiveEngage

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

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.

LivePerson

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

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

Find out what your peers are saying about Moveworks, ServiceNow, DeepSeek AI and others in AI-Powered Chatbots. Updated: September 2025.

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