# 8x8 Contact Center vs NICE CXone Comparison
---
## AI Generated Summary
- **G2 reviewers report** that NiCE CXone excels in providing a comprehensive cloud-based contact center solution, integrating features like routing, analytics, and workforce management, which users find particularly beneficial for streamlining operations. One user noted, "Most of all, what I appreciate about NiCE CXone is its full cloud-based contact center solution."
- **Users say** that 8x8 Contact Center shines in customer support, with many praising the helpfulness and patience of the support team. A reviewer mentioned, "The tech support advisor was very helpful... she found ways to support me and guide me through the process," highlighting the positive experiences users have when seeking assistance.
- **Reviewers mention** that NiCE CXone offers superior automation capabilities, with a score that reflects its effectiveness in enhancing productivity. Users appreciate features that allow them to manage schedules and calls seamlessly, as one user stated, "Cxone helps us make calls and also keeps our schedules saved."
- **According to verified reviews** , 8x8 Contact Center users often feel reassured by the friendly and understanding nature of the live agents. One user expressed, "I like how the live agents at 8x8 Contact Center are friendly and helpful," which contributes to a positive customer service experience.
- **G2 reviewers report** that NiCE CXone has a higher overall satisfaction rating compared to 8x8 Contact Center, particularly in areas like performance analysis and dashboards. Users have noted, "The helpful about Nice is that I can easily manage my schedule and my availability," indicating a strong user experience in daily operations.
- **Users say** that while both platforms serve the mid-market segment well, NiCE CXone's features tend to be more robust, particularly in performance evaluation and call monitoring, with one user highlighting, "Call monitoring is excellent," which enhances their ability to manage agent performance effectively.



| | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 257 | 1,730 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (52.7% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $110.00 1 Agent Per Month | 

---
## Top Pros & Cons

### 8x8 Contact Center

Pros:
- Ease of Use (37 reviews)
- Helpful (26 reviews)

Cons:
- Missing Features (11 reviews)
- Poor Customer Support (11 reviews)

### NICE CXone

Pros:
- Ease of Use (29 reviews)
- Features (21 reviews)

Cons:
- Call Issues (12 reviews)
- Technical Issues (11 reviews)

---
## Ratings Comparison
| Rating | 8x8 Contact Center | NICE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.4 (210 reviews) | 8.7 (1193 reviews) | 
  | **Ease of Use** | 8.3 (215 reviews) | 8.7 (1211 reviews) | 
  | **Ease of Setup** | 7.8 (132 reviews) | 8.0 (453 reviews) | 
  | **Ease of Admin** | 8.2 (128 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 8.1 (204 reviews) | 8.3 (1113 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (127 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 7.9 (209 reviews) | 8.2 (1109 reviews) | 

---
## Pricing

### 8x8 Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### NICE CXone

#### Entry-Level Pricing

Plan: CXone Omnichannel Suite

Price: Starting at $110.00 1 Agent Per Month

Description: Includes both Digital and Voice Agent plus

Key Features:
- Omnichannel blended routing for digital and voice​
- Universal queue with concurrent interaction handling​
- Voice and digital capture, storage, search and playback​

[Browse all 5 editions](https://www.g2.com/products/nice-cxone/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.6 (7 reviews) | 
| **Ticket response user experience** | Not enough data | 8.3 (7 reviews) | 
| **Workflow** | Not enough data | 8.6 (7 reviews) | 
| **Response Automation** | Not enough data | 8.8 (7 reviews) | 
| **SLA Management** | Not enough data | 7.9 (7 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.6 (7 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.6 (7 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.8 (7 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Customer Portal** | Not enough data | 9.4 (6 reviews) | 
| **Email to Case** | Not enough data | 9.5 (7 reviews) | 
| **Chat/Live Support** | Not enough data | 9.0 (7 reviews) | 
| **Social Integration** | Not enough data | 7.8 (6 reviews) | 
| **Voice** | Not enough data | 8.8 (7 reviews) | 

#### Platform

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.3 (7 reviews) | 
| **Customization ** | Not enough data | 9.1 (11 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | 
| **Integration** | Not enough data | 8.8 (7 reviews) | 
| **Reporting** | Not enough data | 8.8 (7 reviews) | 
| **Dashboards** | Not enough data | 8.3 (7 reviews) | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (311 reviews) ✓ Verified | 
| **Progressive Dialing** | Not enough data | 9.0 (287 reviews) ✓ Verified | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 9.0 (263 reviews) ✓ Verified | 
| **Callback Scheduling ** | Not enough data | 8.9 (276 reviews) ✓ Verified | 
| **Call Recording ** | Not enough data | 9.2 (313 reviews) ✓ Verified | 

#### Automation

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.8 (230 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.0 (247 reviews) ✓ Verified | 
| **Call Scrubbing** | Not enough data | 8.9 (210 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Database Management ** | Not enough data | 9.0 (7 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (7 reviews) | 
| **Issue Management** | Not enough data | 8.3 (7 reviews) | 

#### Knowledge Management

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (7 reviews) | 
| **Publishing Workflows** | Not enough data | 7.6 (7 reviews) | 
| **Analytics** | Not enough data | 8.1 (7 reviews) | 

#### Compliance

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (7 reviews) | 
| **Data Governance** | Not enough data | 8.1 (7 reviews) | 
| **Compliance** | Not enough data | 9.0 (7 reviews) | 
| **Auditing** | Not enough data | 7.4 (7 reviews) | 

#### Customer Support

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Intelligent Search** | Not enough data | 7.9 (7 reviews) | 
| **Suggestions** | Not enough data | 8.1 (7 reviews) | 
| **Decision Trees** | Not enough data | 7.6 (7 reviews) | 

#### Data Security

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (7 reviews) | 
| **Data Transport** | Not enough data | 8.6 (7 reviews) | 
| **Access Management** | Not enough data | 8.3 (7 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.8 (7 reviews) | 

#### Administration

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.8 (7 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (7 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Channels

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Feature Not Available | Not enough data | 

#### Design

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Evaluation** | Not enough data | 9.0 (253 reviews) | 
| **Calibration** | Not enough data | 9.0 (237 reviews) | 
| **Reports** | Not enough data | 8.8 (263 reviews) | 

#### Engagement

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Feedback** | Not enough data | 9.0 (238 reviews) | 
| **Dashboards** | Not enough data | 9.0 (250 reviews) | 
| **Training** | Not enough data | 8.8 (238 reviews) | 

#### Performance

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.9 (238 reviews) | 
| **Compliance** | Not enough data | 9.2 (256 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.2 (18 reviews) | 
| **AI Text Summarization** | Not enough data | 5.4 (18 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 7.8/10 | 128 |
| **NICE CXone** | 8.6/10 | 855 |

#### Channels

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Voice** | 9.1 (102 reviews) ✓ Verified | 9.1 (627 reviews) ✓ Verified | 
| **Social** | 6.9 (65 reviews) ✓ Verified | 8.5 (326 reviews) ✓ Verified | 
| **Web Chat** | 7.4 (68 reviews) ✓ Verified | 8.5 (352 reviews) ✓ Verified | 
| **Mobile SMS** | 7.8 (61 reviews) ✓ Verified | 8.3 (296 reviews) ✓ Verified | 
| **Email** | 7.5 (63 reviews) ✓ Verified | 8.5 (350 reviews) ✓ Verified | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (34 reviews) | 7.0 (48 reviews) | 

#### Functions

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Session Routing** | 8.3 (98 reviews) ✓ Verified | 8.8 (653 reviews) ✓ Verified | 
| **Session Queuing** | 8.6 (98 reviews) ✓ Verified | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.5 (89 reviews) ✓ Verified | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | 8.1 (73 reviews) ✓ Verified | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | 7.9 (69 reviews) | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | 8.6 (86 reviews) ✓ Verified | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.1 (84 reviews) | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | 8.3 (77 reviews) ✓ Verified | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 7.0 (5 reviews) | 8.1 (6 reviews) | 
| **Cross-system Integration** | 6.9 (6 reviews) | 7.8 (6 reviews) | 
| **Natural Language Interaction** | 6.1 (6 reviews) | 8.3 (6 reviews) | 
| **Proactive Assistance** | 5.8 (6 reviews) | 7.8 (6 reviews) | 

#### Administrative

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Session Summary Notes** | 8.0 (84 reviews) ✓ Verified | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | 8.8 (94 reviews) ✓ Verified | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.4 (99 reviews) ✓ Verified | 8.6 (643 reviews) ✓ Verified | 
| **Session Recording** | 8.8 (83 reviews) ✓ Verified | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.0 (72 reviews) ✓ Verified | 8.9 (432 reviews) ✓ Verified | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Responses

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 7.4/10 | 47 |
| **NICE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Agent Availability** | 7.8 (27 reviews) ✓ Verified | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | 7.4 (23 reviews) ✓ Verified | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | 6.8 (17 reviews) ✓ Verified | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | 6.6 (18 reviews) | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | 7.6 (24 reviews) | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Automation** | 7.5 (29 reviews) ✓ Verified | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | 7.9 (30 reviews) ✓ Verified | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (31 reviews) ✓ Verified | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | 6.8 (18 reviews) ✓ Verified | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | 7.2 (23 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Conversational Platform

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Messaging Channels

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | 

#### Administration

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Scheduling** | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 8.4/10 | 17 |
| **NICE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Omnichannel** | 7.7 (10 reviews) | 8.6 (32 reviews) | 
| **Mobile Access** | 8.4 (15 reviews) | 7.5 (27 reviews) | 
| **Queue Management** | 8.6 (14 reviews) | 8.8 (34 reviews) | 
| **Call Routing** | 8.4 (16 reviews) | 9.2 (38 reviews) | 
| **Call Back** | 8.2 (15 reviews) | 8.6 (35 reviews) | 
| **IVR** | 8.8 (16 reviews) | 9.4 (31 reviews) | 
| **Automatic Call Distribution** | 8.8 (13 reviews) | 9.3 (37 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (9 reviews) | Feature Not Available | 

#### Workforce Management

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Call Monitoring** | 8.7 (15 reviews) | 9.4 (36 reviews) | 
| **Performance Evaluation** | 8.5 (13 reviews) | 9.0 (33 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Call Recording** | 9.4 (14 reviews) | 9.4 (38 reviews) | 
| **Reporting & Dashboards** | 9.0 (15 reviews) | 8.8 (39 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Customer Support

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | 
| **Targeted Emails** | Not enough data | Not enough data | 
| **In-App Messaging** | Not enough data | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Customization ** | Not enough data | 9.1 (11 reviews) | 
| **Conversation Archiving** | Not enough data | Not enough data | 
| **Lead Development** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 
| **Team Inbox ** | Not enough data | Not enough data | 
| **Customer Profiles** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 7.8/10 | 8 |

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (7 reviews) | 
| **Searchable Articles** | Not enough data | 7.5 (8 reviews) | 
| **Community Forums** | Not enough data | 7.5 (8 reviews) | 
| **Mobile Optimization** | Not enough data | 7.5 (8 reviews) | 
| **Personalization** | Not enough data | 7.3 (8 reviews) | 

#### Self-Service Platform

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Branding** | Not enough data | 8.3 (8 reviews) | 
| **Automation** | Not enough data | 8.3 (8 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.9 (8 reviews) | 
| **Integrations** | Not enough data | 8.1 (7 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Mentions** | Not enough data | Not enough data | 
| **Tickets** | Not enough data | Not enough data | 
| **Macros** | Not enough data | Not enough data | 

#### Channels

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Email** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Phone** | Not enough data | Not enough data | 
| **Text** | Not enough data | Not enough data | 

#### Insight

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Surveys** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Visitor Activity** | Not enough data | Not enough data | 
| **Help Desk** | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **NICE CXone** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (13):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Help Desk Software](https://www.g2.com/categories/help-desk), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to 8x8 Contact Center (5):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Chatbots Software](https://www.g2.com/categories/chatbots)



---
## Reviewer Demographics

### By Company Size

| Segment | 8x8 Contact Center | NICE CXone | 
|---|---|---|
| **Small-Business** | 38.1% | 13.7% | 
| **Mid-Market** | 53.6% | 52.7% | 
| **Enterprise** | 8.4% | 33.6% | 

### By Industry

#### 8x8 Contact Center

- **Financial Services:** 11.3%
- **Information Technology and Services:** 7.8%
- **Hospital & Health Care:** 6.5%
- **Security and Investigations:** 5.2%
- **Insurance:** 5.2%
- **Computer Software:** 5.2%
- **Banking:** 5.2%
- **Consumer Services:** 3.5%
- **Real Estate:** 3.0%
- **Construction:** 1.7%
- **Other:** 45.2%

#### NICE CXone

- **Consumer Services:** 10.4%
- **Information Technology and Services:** 8.3%
- **Financial Services:** 7.9%
- **Telecommunications:** 7.1%
- **Hospital & Health Care:** 5.8%
- **Insurance:** 5.8%
- **Retail:** 3.1%
- **Banking:** 2.6%
- **Computer Software:** 2.6%
- **Health, Wellness and Fitness:** 2.6%
- **Other:** 43.9%

---
## Alternatives

### Alternatives to 8x8 Contact Center

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (620 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2532 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1617 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1408 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6996 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4196 reviews)

### Alternatives to NICE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2532 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (620 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) — 4.1/5 stars (181 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (210 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1847 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (91 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.4/5 stars (430 reviews)

---
## Top Discussions

### 8x8 Contact Center

- Title: [How do I listen to calls from the virtual office?](https://www.g2.com/discussions/23979-how-do-i-listen-to-calls-from-the-virtual-office) — 1 comment, 2 upvotes
  > **Top comment:** "If you go into the Monitoring option in 8x8 VCC, there is a Playback feature where you can listen to recorded calls. We also have access to their Quality..."
- Title: [How can I get someone to help me with creating custom reports for VCC?](https://www.g2.com/discussions/how-can-i-get-someone-to-help-me-with-creating-custom-reports-for-vcc) — 1 comment, 2 upvotes
  > **Top comment:** "8x8 Platform Analytics gives you some flexibility with regard to creating custom reports. It is very limited, though. When making my reports, I would just..."
- Title: [How has your overall experience been with this product?](https://www.g2.com/discussions/how-has-your-overall-experience-been-with-this-product) — 1 comment, 1 upvote
  > **Top comment:** "Using 8x8 with Salesforce has overall been a very pleasant experience. The ability to create tasks attached to various numbers when customers call in, along..."
- Title: [How can the 8x8 Contact Center include usage minutes with every license?](https://www.g2.com/discussions/how-can-the-8x8-contact-center-include-usage-minutes-with-every-license) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Unlike all other CCaaS providers, 8x8 owns native VoIP technology which enables us to include usage minutes with every license and allows us to manage,..."
- Title: [What makes 8x8 Contact Center different than the other providers?](https://www.g2.com/discussions/what-makes-8x8-contact-center-different-than-the-other-providers) — 1 comment, 2 upvotes *(includes official response)*
  > **Top comment:** "8x8 Contact Center is the only collaborative contact center solution in the world, extremely high value by unifying team messaging, video conferencing,..."

### NICE CXone

- Title: [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) — 2 comments, 2 upvotes
  > **Top comment:** "In three months of use, 40 hours a week.... Not that often thankfully"
- Title: [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) — 1 comment
  > **Top comment:** "NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good..."
- Title: [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) — 1 comment, 1 upvote
  > **Top comment:** "Yes. This software has a option with chat, email and voice dail"
- Title: [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) — 1 comment, 1 upvote
  > **Top comment:** "We don’t have that feature in my position that I know of "
- Title: [How do I monitor the productivity time,  real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) — 1 comment, 1 upvote
  > **Top comment:** "You would click on New+ in the far-right corner & click on agents. There you would see all the agents you would like to monitor."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/8x8-contact-center-vs-nice-cxone)