# Avaya Infinity Platform vs NiCE CXone Comparison
---
## AI Generated Summary
- **G2 reviewers report** that NiCE CXone Mpower excels in overall user satisfaction, reflected in its higher G2 Score compared to Avaya Experience Platform. Users appreciate its comprehensive features for performance review, stating, "I like how it provides different features for us to review our performance, and activity throughout the day."
- **Users say** that NiCE CXone Mpower offers a more intuitive dashboard experience, making it easier to track calls and agent activities. One user highlighted, "Easy to follow and customize the Dashboard," which helps in maintaining high service levels.
- **Reviewers mention** that Avaya Experience Platform is recognized for its simplicity and ease of use, with one user noting, "It is an easy to use platform. No complicated features." This can be particularly appealing for teams looking for a straightforward solution without a steep learning curve.
- **According to verified reviews** , NiCE CXone Mpower stands out in its reporting capabilities, allowing users to efficiently pull calls from reports. A user remarked, "NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner," showcasing its strength in performance analytics.
- **G2 reviewers highlight** that while Avaya Experience Platform has robust features, it may not match the depth of analytics and performance management found in NiCE CXone Mpower. Users noted that Avaya's offerings are competent but often compared to more established solutions like NiCE CXone.
- **Users report** that NiCE CXone Mpower's implementation process is generally smoother, with a higher ease of setup score. This is crucial for teams that need to get up and running quickly, as one user mentioned the tool is frequently used throughout the day to reach out to customers.



| | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 181 | 1,730 | 
| **Largest Market Segment** | Enterprise (52.6% 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

### Avaya Infinity Platform

Pros:
- Calling Features (2 reviews)
- Analytics (1 reviews)

Cons:
- Complexity (1 reviews)
- Customization Difficulty (1 reviews)

### NiCE CXone

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

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

---
## Ratings Comparison
| Rating | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.6 (132 reviews) | 8.7 (1193 reviews) | 
  | **Ease of Use** | 8.4 (131 reviews) | 8.7 (1211 reviews) | 
  | **Ease of Setup** | 7.5 (34 reviews) | 8.0 (453 reviews) | 
  | **Ease of Admin** | 7.8 (33 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 8.2 (118 reviews) | 8.3 (1113 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 7.1 (129 reviews) | 8.2 (1109 reviews) | 

---
## Pricing

### Avaya Infinity Platform

#### 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.9 (238 reviews) | 
| **Compliance** | Not enough data | 9.2 (256 reviews) | 

#### Generative AI

| Feature | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | 8.6/10 | 46 |
| **NiCE CXone** | 8.6/10 | 854 |

#### Channels

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Voice** | 9.3 (15 reviews) ✓ Verified | 9.1 (627 reviews) ✓ Verified | 
| **Social** | 8.9 (11 reviews) | 8.5 (326 reviews) ✓ Verified | 
| **Web Chat** | 8.1 (15 reviews) ✓ Verified | 8.5 (352 reviews) ✓ Verified | 
| **Mobile SMS** | 7.7 (10 reviews) | 8.3 (296 reviews) ✓ Verified | 
| **Email** | 8.2 (14 reviews) ✓ Verified | 8.5 (350 reviews) ✓ Verified | 

#### Generative AI

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.0 (48 reviews) | 

#### Functions

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Session Routing** | 8.6 (34 reviews) ✓ Verified | 8.8 (653 reviews) ✓ Verified | 
| **Session Queuing** | 8.9 (34 reviews) | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | 8.1 (16 reviews) | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | 8.9 (14 reviews) ✓ Verified | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | 9.3 (14 reviews) ✓ Verified | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 7.8 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (6 reviews) | 

#### Administrative

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | 8.7 (27 reviews) ✓ Verified | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | 8.6 (643 reviews) ✓ Verified | 
| **Session Recording** | 8.6 (12 reviews) ✓ Verified | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | 8.9 (432 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | 7.9/10 | 5 |
| **NiCE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Agent Availability** | 7.7 (5 reviews) ✓ Verified | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | 7.3 (5 reviews) ✓ Verified | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | Not enough data | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | 9.3 (5 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Automation** | Not enough data | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | 7.3 (5 reviews) ✓ Verified | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | 7.3 (5 reviews) ✓ Verified | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | Not enough data | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | 8.7 (5 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Messaging Channels

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.6 (32 reviews) | 
| **Mobile Access** | Not enough data | 7.5 (27 reviews) | 
| **Queue Management** | Not enough data | 8.8 (34 reviews) | 
| **Call Routing** | Not enough data | 9.2 (38 reviews) | 
| **Call Back** | Not enough data | 8.6 (35 reviews) | 
| **IVR** | Not enough data | 9.4 (31 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.3 (37 reviews) | 

#### Generative AI

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Workforce Management

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Call Monitoring** | Not enough data | 9.4 (36 reviews) | 
| **Performance Evaluation** | Not enough data | 9.0 (33 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Call Recording** | Not enough data | 9.4 (38 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.8 (39 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Customer Support

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 7.8/10 | 8 |

#### Generative AI

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

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

| Feature | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 | Avaya Infinity Platform | 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 |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Avaya Infinity Platform | 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 (4):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


**Unique to NiCE CXone (9):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Help Desk Software](https://www.g2.com/categories/help-desk), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Avaya Infinity Platform | NiCE CXone | 
|---|---|---|
| **Small-Business** | 13.8% | 13.7% | 
| **Mid-Market** | 33.6% | 52.7% | 
| **Enterprise** | 52.6% | 33.6% | 

### By Industry

#### Avaya Infinity Platform

- **Telecommunications:** 14.5%
- **Consumer Services:** 10.5%
- **Information Technology and Services:** 10.5%
- **Insurance:** 9.9%
- **Hospital & Health Care:** 4.6%
- **Financial Services:** 4.6%
- **Internet:** 2.6%
- **Entertainment:** 2.6%
- **Retail:** 2.0%
- **Banking:** 2.0%
- **Other:** 36.2%

#### 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%

---
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- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6950 reviews)

### Alternatives to NiCE CXone

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---
## Top Discussions

### Avaya Infinity Platform

No discussions available for this product.

### 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/avaya-infinity-platform-vs-nice-cxone)