NICE CXone and LiveVox, An In-Depth Comparison 2024

Comparison Summary

NICE CXone: NICE CXone is an AI-driven cloud platform designed to enhance customer experience management across all journeys. It streamlines interactions for improved satisfaction and efficiency.

LiveVox: Livevox and NICE CXone are AI-powered cloud customer experience platforms designed to manage every customer journey seamlessly. Both enhance CX through automation and intelligent insights.

NICE CXone and LiveVox: Customer Satisfaction Data

Most deployed common Use Cases for NICE CXone and LiveVox

What benefits does NICE CXone and LiveVox offer for Helpdesk Management?

Nice Cxone and Livevox both provide tools for managing call centers. Nice Cxone is known for its comprehensive features, including call routing, reporting, and employee management. Livevox emphasizes cloud-based solutions, focusing on features like call recording and integration with workforce management tools. However, both systems have limitations; for example, Nice Cxone has been criticized for its customer support.

"...This system has amazing capability and features for call centers to operate from...." Peer review by Hunter L, Corporate Training Specialist

"...LiveVox is helping contact center simplify how they measure and manage their agent workforce in a digital environment with integrated multichannel agent scorecards...." Modern WFO

What benefits does NICE CXone and LiveVox offer for Engagement Management?

Nice Cxone and Livevox both focus on improving customer engagement by offering a variety of communication channels. Nice Cxone emphasizes ease of use and provides tools for managing customer interactions across multiple channels. Livevox highlights its omnichannel platform, which enables businesses to engage customers through their preferred channels and provides comprehensive insights into customer engagement activities.

"...Engaged team always willing and able to help...." Peer review by Sarah McElwee, Media Production

"...In order to meet the needs of today s digital customer, contact centers must evolve their engagement strategies to include digital channels...." LiveVox and TDECU Share Keys to Optimizing the Customer Experience in a Digital Environment at CCW 2019

How can NICE CXone and LiveVox optimize your Contact List Management Workflow?

Nice Cxone and Livevox both enable users to manage contact lists. Nice Cxone provides a more robust contact management system with features like IVR script modification and real-time data dashboards, but it lacks secondary disposition reporting. Livevox focuses on unifying customer interactions across multiple channels, including digital channels, with multichannel risk mitigation and a contact manager for managing attempts across channels.

"...Outbound Dialer , Query strings, managing dialing list .The way call list is managed to do the outbound dialing is very easy...." Peer review by Shravan Kandi