Calabrio ONE vs NICE CXone comparison

Calabrio and NICE are both solutions in the Workforce Engagement Management category. Calabrio is ranked #4, while NICE is ranked #2 with an average rating of 8.4. Calabrio holds a 5.6% mindshare in CCO, compared to NICE’s 12.0% mindshare. Additionally, 81% of Calabrio users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Calabrio ONE

Read 32 Calabrio ONE reviews

855 Views
658 Comparison Views

81% willing to recommend

NICE CXone

Read 16 NICE CXone reviews

3,085 Views
956 Comparison Views

96% willing to recommend

Calabrio ONE

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 30, 2025

Calabrio ONE and NICE CXone are competing in customer experience solutions. Calabrio ONE is favored for pricing and support, while NICE CXone leads with comprehensive features.

Features: Calabrio ONE offers workforce optimization, analytics for insights, and efficient scheduling tools. NICE CXone provides AI-driven interactions, scalability, and a user-friendly dashboard for monitoring and adaptability.

Room for Improvement: Calabrio ONE could benefit from enhanced reporting features, more intuitive interfaces, and greater AI integration. NICE CXone may improve by simplifying deployment, enhancing integration options, and reducing complexity in configuration.

Ease of Deployment and Customer Service: Calabrio ONE excels in straightforward deployment with strong support available throughout the process, appealing to smaller setups. NICE CXone, while more complex, offers extensive support and resource networks that suit larger enterprises.

Pricing and ROI: Calabrio ONE is cost-effective with quick ROI, ideal for budget-conscious organizations. NICE CXone, despite a higher initial cost, provides significant long-term value through its extensive capabilities, promising considerable ROI over time.

To learn more, read our detailed Calabrio ONE vs. NICE CXone Report (Updated: January 2026).

Buyer's Guide

Calabrio ONE vs. NICE CXone

January 2026

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Helped 881,733 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

Calabrio ONE

Ranking in Workforce Engagement Management

4th

Ranking in AI Customer Experience Personalization

8th

Average Rating

7.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

AI Scheduling & Coordination (12th)

NICE CXone

Ranking in Workforce Engagement Management

2nd

Ranking in AI Customer Experience Personalization

5th

Average Rating

8.4

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IVR Systems (1st), Live Chat (1st), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)

Mindshare comparison

As of February 2026, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 5.6%, down from 8.1% compared to the previous year. The mindshare of NICE CXone is 12.0%, down from 13.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	12.0%
Calabrio ONE	5.6%
Other	82.4%

Workforce Engagement Management

Featured Reviews

Gaye Stone

Customer Service Analyst/Scheduler at Tucson Electric Power

The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area.

I cannot speak about the difference for the QM software. My main use is of the WFM software. A few of the features were "nice to have" features, but version 9.3 had some "deficiencies". The main problem was not being able to run scenarios in a pseudo scheduling area, so the way Calabrio is now, agents can possibly see test scenarios. Another problem is the Time Off Request area. Agents are not able to cancel an approved request through this area. The sorting/filtering could be improved upon greatly. We are scheduled to upgrade to version 10.0, which will resolve many of the issues we do not like about the current version that we are using. Update: We are still on version 9.3 and looking forward to upgrading.

Read full review

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Omnichannel features have unified journeys and AI now speeds up responses for our agents

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE. Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."

"The system is very flexible and powerful, especially for organizations wanting to control their environment."

"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."

"I assess the impact of the omnichannel capabilities on customer journey consistency as excellent, as it is a single pane of glass solution where all channels and omnichannel features are available, which is very supportive and increases customer productivity overall."

"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'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."

More NICE CXone pros

Cons

"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."

"Being able to "publish" or rerun the schedule for only one agent would be ideal."

"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."

"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."

"inContact should offer a way to send faxes."

"NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives."

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

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

"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."

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

Insurance Company

15%

Financial Services Firm

13%

Energy/Utilities Company

Non Profit

Financial Services Firm

12%

Computer Software Company

10%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	29

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	4

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 use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this pla...

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What advice do you have for others considering NICE CXone?

My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulato...

See all answers

Comparisons

Genesys Cloud CX vs Calabrio ONE

Compared 31% of the time

NICE Workforce Engagement Management vs Calabrio ONE

Compared 21% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 20% of the time

Alvaria Workforce Management vs Calabrio ONE

Compared 9% of the time

More Calabrio ONE Competitors

Genesys Cloud CX vs NICE CXone

Compared 14% of the time

Amazon Connect vs NICE CXone

Compared 9% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 7% of the time

Salesforce Service Cloud vs NICE CXone

Compared 7% of the time

Nuance IVR vs NICE CXone

Compared 2% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

February 2026

Download Calabrio ONE product report

Buyer's Guide

NICE CXone

January 2026

Download NICE CXone product report

Also Known As

Calabrio

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

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer.

Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named “Leader” by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2015). The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Calabrio

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

Polaris, Equifax, Fedex, Rabo, Paychex, Virteva, VITAS Healthcare Corp, Keurig Green Mountain, AT&T, Esurance, Subaru, Boeing, Tiffany & Co., Thomson Reuters.

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Calabrio ONE vs. NICE CXone

January 2026

Free Report: Calabrio ONE vs. NICE CXone

Find out what your peers are saying about Calabrio ONE vs. NICE CXone and other solutions. Updated: January 2026.

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