NiCE CXone vs Gladly

Ringover

LiveAgent

Amazon Connect

Ringover is a 100% Cloud voice - video - chat - text and call center solution focused on team productivity and directly configurable by managers. The key: end-to-end technological control, a user-friendly interface, and support at each step.

Award-winning live chat, help desk, ticketing and call center software with powerful AI features. Start for free with a 30-day trial.

Amazon Connect is an omnichannel contact center solution that utilizes built-in AI and ML to deliver high-quality voice and interactive chat experiences. With Amazon Connect, teams can easily automate interactions using intuitive interactive voice response (IVR) systems and chatbots.

Automation Consultant

Lack of support and training and downtime due to issues.

Benefits Assistance Center Team Lead

The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary.

Senior Call Center Administrator

Our TAM's have provided exceptional service and do a great job following up on open items.

For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Archiving & Retention

Auto-Dialer

Automated Routing

Automated Scheduling

Automatic Call Distribution

Automatic Outbound Dialer

Autoresponders

Blended Call Center

Budgeting/Forecasting

Callback Scheduling

Call Center Management

Call Disposition

Call Logging

Call Monitoring

Call Recording

Call Routing

Call Scheduling

Call Scripting

Call Tagging

Call Tracking

Call Tracking Metrics

Call Transfer

Campaign Management

Campaign Specific Caller ID

Categorization/Grouping

Chatbot

Chat/Messaging

Communication Management

Computer Telephony Integration

Contact Database

Contact Management

Customer Database

Customer Experience Management

Customer History

Customer Journey Mapping

Customer Service Analytics

Customer Surveys

Customizable Branding

Customizable Forms

Customizable Templates

Dashboard

Drag & Drop

Email Alerts

Email Management

Employee Coaching Tools

Employee Database

Employee Management

Employee Scheduling

Event Triggered Actions

FCC Compliance

Feedback Management

File Transfer

For Call Centers

FTC Compliance

Inbound Call Center

Inbox Management

Interaction Tracking

Intraday Management

Knowledge Base Management

Knowledge Management

Labor Forecasting

Leaderboards

List Management

Live Chat

Macros/Templated Responses

Manual Dialer

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple Scripts

On-Demand Recording

Outbound Call Center

Performance Management

Performance Metrics

Phone Key Input

Power Dialer

Predictive Dialer

Preview Dialer

Process/Workflow Automation

Progressive Dialer

Quality Management

Queue Management

Real-Time Analytics

Real-Time Chat

Real-Time Reporting

Real-Time Updates

Recording

Recruitment Management

NiCE CXone

Web-based

Windows

Linux

Genesys Cloud CX

Five9

UJET

RingCX

Twilio

Salesforce Sales Cloud

Salesforce Service Cloud

Cognigy.AI

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

CXone Mpower Core Suite

CXone Mpower Complete Suite

Frequent and disruptive connectivity problems

Tire Group Staff Assistant

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.  

Service Desk Analyst II

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

90% of reviewers feel negative about Connection Issues. Reviewers report recurring outages, dropped connections, and the need for frequent troubleshooting, such as clearing cache or restarting devices. They say these issues can halt operations entirely, with no effective backup or failsafe in place. Users indicate that system-wide failures impact productivity and reliability, and some reviewers mention that resolving connectivity problems can take a long time. They feel the lack of consistent connection undermines confidence in the platform.

Lag and slow system response

Contact Center Manager

The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency.  

74% of reviewers feel negative about Performance and Speed. Reviewers report that the platform often experiences lag, slow loading times, and frequent freezing, especially during peak usage. They say these delays disrupt workflows, make data retrieval time-consuming, and can negatively impact call handling. Users indicate that slow response from support teams and the need to refresh or reload the system add to their frustration. Some reviewers find that system slowness is a persistent issue affecting daily productivity.

Persistent glitches and system instability

70% of reviewers feel negative about Bugs and Issues. Reviewers report frequent crashes, glitches, and error messages that interrupt their work and require repeated logins or system reboots. They say technical support is often slow to resolve problems, and ongoing bugs can persist for extended periods. Users indicate that system instability leads to lost productivity and frustration, especially when issues are not addressed promptly. Some reviewers find that the platform’s reliability is undermined by these recurring technical problems.

Limited and confusing reporting tools

Workforce Manager

The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it).

36% of reviewers feel negative about Reporting. Reviewers report that the reporting features lack flexibility, are difficult to customize, and often produce inconsistent or confusing results. They say it is challenging to generate real-time or interval-level data, and the available reports do not always meet their operational needs. Users indicate that navigating the reporting interface is cumbersome, and integrating data with other tools is problematic. Some reviewers find that manual workarounds are required to obtain the insights they need.

Unreliable call management experience

Customer Service Representative 

The system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call.

consumer loan specialist

Sometimes calls do not come through to my phone. Or the software stops working. Or I cannot transfer a call.

39% of reviewers feel negative about Call Handling. Reviewers report dropped calls, call routing errors, and difficulties with transferring or conferencing calls. They say the system sometimes fails to disposition calls correctly, leading to repeated contacts or missed calls. Users indicate that technical glitches can cause silent calls, echo, or dead air, and troubleshooting these issues is often complex. Some reviewers find the interface for managing calls unintuitive, making it challenging to address problems quickly during live interactions.

Customizable and insightful dashboards

Workforce coordinator

A feature I also enjoy, is the ability to click on an agent's name on the Dashboard directly (Agent zoom), to see not only his/her current activity but also all the details of their activities they did so far today + you can go back to look at an earlier date.

BUSINESS ANALYST

its interface, easy to track multiple programs at single screen

86% of reviewers feel positive about Data View. Reviewers appreciate the ability to monitor real-time and historical metrics through customizable dashboards and visual interfaces. They say the platform offers clear, visually appealing displays that help track agent activity, performance, and operational trends. Users indicate that the system allows them to efficiently analyze data, manage multiple programs on a single screen, and tailor metric views to their needs. Some reviewers find the analytics and reporting tools useful for identifying trends and supporting decision-making.

Efficient workforce scheduling tools

86% of reviewers feel positive about Scheduling. Reviewers appreciate the platform’s ability to manage work schedules, track adherence, and forecast workforce needs accurately. They say the scheduling features make it easy to edit shifts, monitor daily activities, and manage time-off requests. Users indicate that integrating scheduling with other daily functions streamlines operations and improves organization. Some reviewers find the graphic interface for schedules helpful, and they value having all scheduling and reporting tools in one place for easier management.

Seamless integration capabilities

Great API integration options and allows for great integration with internal systems.

87% of reviewers feel positive about Integrations. Reviewers appreciate the platform’s ability to integrate smoothly with major CRMs like Salesforce and other internal systems. They say the integration process is straightforward, with robust API options and support for single sign-on. Users indicate that seamless integration helps unify communication tools and enhances workflow efficiency. Some reviewers find the platform scalable for expansion and value the stability and ease of connecting with various business applications.

Comprehensive feature set

Social Media Specialist

The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

I love how much functionality is built into the system, and what it is capable of doing.

88% of reviewers feel positive about Features. Reviewers appreciate the extensive suite of tools available, noting that the platform consolidates essential functions such as workforce management, quality monitoring, and real-time analytics. They say the frequent addition of new features and customization options allows them to adapt the system to their evolving business needs. Users indicate that having all necessary features in one platform saves time and streamlines processes. Some reviewers find the platform’s flexibility and innovation particularly beneficial for their operations.

Intuitive and accessible platform

Sr Manager Digital transformation

Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly

Lead Commercial Excellence Admin            

My Overall experience with InCOntact has been really good, as I said before, this platform its very easy to use and intuitive as well, I love the possibilities such as conference calls, warms transfers, etc.

87% of reviewers feel positive about Ease of Use. Reviewers appreciate that the platform is straightforward for both new and experienced users, highlighting its web-based accessibility and minimal installation requirements. They indicate that customizing the interface and managing user permissions is simple, and they value the ability to work remotely from any device. Users think the navigation is intuitive, making daily tasks and configuration efficient. Some reviewers find that integrating with other software is seamless, and they feel the documentation and support resources further enhance the user experience.

Access to Services Section Manager

They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.

Scheduling

It will hold the calls in the queue which upsets customers.

Technical specialist

I especially appreciate the flexibility in configuring call flows and IVRs using Studio.

Digital Contact Center Solutions

The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!

The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive.

Workforce Management Analyst

There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state.

Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.

We had a secondary RTA system that would show the agents in the correct state.

It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected.

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone.

The Admin interface is user-friendly once you get past the initial learning curve.

Accountant

I have asked numerous times to automatically send us invoices monthly.  

Payment Solutions Advisor

sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail.

Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

Director, Community Impact

CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Workforce Management

Real-time monitoring, BI Reporting, and easy phone skill changes.

IT Admin

RIng Central Support team was inept, some of the reporting is clunky

Client Care Specialist

There can be some minor connection issues every now and then, but nothing too intense.

NiCE CXone vs Gladly Comparison (2026)

NiCE CXone

Gladly

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives