Calabrio ONE vs NICE CXone comparison

Calabrio and NICE are both solutions in the Workforce Engagement Management category. Calabrio is ranked #6, while NICE is ranked #3 with an average rating of 8.0. Calabrio holds a 7.5% mindshare in CCO, compared to NICE’s 16.0% 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

412 Views
287 Comparison Views

81% willing to recommend

NICE CXone

Read 13 NICE CXone reviews

631 Views
465 Comparison Views

96% willing to recommend

Calabrio ONE

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on May 18, 2025

Calabrio ONE and NICE CXone are competing products in the contact center management category. NICE CXone has a slight upper hand due to its extensive feature set catering to organizations prioritizing advanced functionalities.

Features: Calabrio ONE focuses on robust analytics, quality management, and workforce engagement tools, designed for simplicity and ease of integration. NICE CXone stands out with its omnichannel capabilities, extensive API support, and advanced AI-driven analytics, providing a rich feature set appealing to complex organizational needs.

Room for Improvement: Calabrio ONE could enhance its offering by expanding its feature set to include more advanced functionalities and improving scalability to cater to larger operations. It could also benefit from more customization options and broader reporting capabilities. NICE CXone might improve by simplifying its deployment process, providing more intuitive navigation, and optimizing resource usage to reduce setup complexity and enhance system performance.

Ease of Deployment and Customer Service: Calabrio ONE is lauded for its straightforward deployment and strong customer support, assisting clients in quick implementation and issue resolution. NICE CXone offers a cloud-based model with responsive support; however, its deployment might be more complex given its extensive feature set, necessitating a more involved setup process.

Pricing and ROI: Calabrio ONE often provides a budget-friendly option, delivering a favorable ROI for organizations seeking effective solutions without high costs. NICE CXone, with a potentially higher initial cost, compensates through its comprehensive features, yielding significant long-term ROI for businesses aiming for expansive functionality.

To learn more, read our detailed Calabrio ONE vs. NICE CXone Report (Updated: April 2025).

Buyer's Guide

Calabrio ONE vs. NICE CXone

April 2025

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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

6th

Average Rating

7.8

Number of Reviews

Ranking in other categories

No ranking in other categories

NICE CXone

Ranking in Workforce Engagement Management

3rd

Average Rating

8.2

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

IVR Systems (2nd), Live Chat (1st), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (6th)

Mindshare comparison

As of May 2025, in the Workforce Engagement Management category, the mindshare of Calabrio ONE is 7.5%, up from 7.0% compared to the previous year. The mindshare of NICE CXone is 16.0%, up from 9.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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.

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James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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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 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."

"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."

"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."

"We are able to see the calls in queue and able to see if someone is available or not."

"The technical support for NICE CXone is outstanding."

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

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

More NICE CXone pros

Cons

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

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

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

"inContact should offer a way to send faxes."

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

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

"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."

"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."

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

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

Healthcare Company

17%

Insurance Company

12%

Computer Software Company

Non Profit

Financial Services Firm

18%

Computer Software Company

14%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What needs improvement with NICE CXone?

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but...

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What is your primary use case for NICE CXone?

I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not pla...

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What advice do you have for others considering NICE CXone?

Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancem...

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Comparisons

Genesys Cloud CX vs Calabrio ONE

Compared 32% of the time

Verint Open CCaaS vs Calabrio ONE

Compared 31% of the time

Genesys PureConnect vs Calabrio ONE

Compared 15% of the time

More Calabrio ONE Competitors

Genesys Cloud CX vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 13% of the time

Five9 vs NICE CXone

Compared 12% of the time

Amazon Connect vs NICE CXone

Compared 10% of the time

Cisco Unified Contact Center Express vs NICE CXone

Compared 3% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Workforce Engagement Management

April 2025

Download Calabrio ONE product report

Buyer's Guide

NICE CXone

May 2025

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

April 2025

Free Report: Calabrio ONE vs. NICE CXone

Find out what your peers are saying about Calabrio ONE vs. NICE CXone and other solutions. Updated: April 2025.

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