# Calabrio ONE vs NiCE CXone Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Calabrio ONE excels in user satisfaction, reflected in its higher overall G2 Score of 80.75 compared to NiCE CXone Mpower's 66.44. Users appreciate its **user-friendly interface** , which simplifies daily tasks like checking schedules and adhering to plotted work hours.
- **Users say** that NiCE CXone Mpower offers robust performance analysis tools, allowing teams to review their activities throughout the day effectively. One user highlighted the ability to pull calls from reports efficiently, which enhances situational awareness and supports better customer engagement.
- **Reviewers mention** that Calabrio ONE's setup process is notably smooth, making it easier for teams to get started. Users have praised the initial setup as a breeze, which contrasts with some challenges reported by NiCE CXone Mpower users regarding configuration.
- **According to verified reviews** , NiCE CXone Mpower shines in its dashboard customization, enabling users to keep tabs on incoming calls and agent activities. This feature is particularly valued for its contribution to improving service levels and operational oversight.
- **Users highlight** that Calabrio ONE provides high accuracy in workforce management, which instills confidence in its reporting capabilities. This reliability is crucial for users who depend on precise adherence tracking and performance metrics.
- **Reviewers note** that while NiCE CXone Mpower has strong performance analysis features, it falls short in areas like AI text generation and summarization, where Calabrio ONE significantly outperforms. This difference may impact teams looking for advanced analytics capabilities.



| | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 394 | 1,730 | 
| **Largest Market Segment** | Mid-Market (55.6% 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

### Calabrio ONE

Pros:
- Ease of Use (44 reviews)
- Efficiency (29 reviews)

Cons:
- Inadequate Reporting (13 reviews)
- Poor Reporting (13 reviews)

### NiCE CXone

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

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

---
## Ratings Comparison
| Rating | Calabrio ONE | NiCE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.8 (312 reviews) | 8.7 (1193 reviews) | 
  | **Ease of Use** | 9.0 (323 reviews) | 8.7 (1211 reviews) | 
  | **Ease of Setup** | 8.6 (230 reviews) | 8.0 (453 reviews) | 
  | **Ease of Admin** | 8.5 (144 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 9.0 (297 reviews) | 8.3 (1113 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (145 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 9.0 (309 reviews) | 8.2 (1109 reviews) | 

---
## Pricing

### Calabrio ONE

#### 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 9.1/10 | 81 |
| **NiCE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Evaluation** | 9.3 (76 reviews) | 9.0 (253 reviews) | 
| **Calibration** | 8.9 (75 reviews) | 9.0 (237 reviews) | 
| **Reports** | 9.0 (77 reviews) | 8.8 (263 reviews) | 

#### Engagement

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Feedback** | 8.8 (78 reviews) | 9.0 (238 reviews) | 
| **Dashboards** | 9.2 (76 reviews) | 9.0 (250 reviews) | 
| **Training** | 9.1 (74 reviews) | 8.8 (238 reviews) | 

#### Performance

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Integrations** | 8.6 (70 reviews) | 8.9 (238 reviews) | 
| **Compliance** | 9.2 (76 reviews) | 9.2 (256 reviews) | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 9.3 (24 reviews) | 5.2 (18 reviews) | 
| **AI Text Summarization** | 9.2 (24 reviews) | 5.4 (18 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.6/10 | 854 |

#### Channels

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Voice** | Not enough data | 9.1 (627 reviews) ✓ Verified | 
| **Social** | Not enough data | 8.5 (326 reviews) ✓ Verified | 
| **Web Chat** | Not enough data | 8.5 (352 reviews) ✓ Verified | 
| **Mobile SMS** | Not enough data | 8.3 (296 reviews) ✓ Verified | 
| **Email** | Not enough data | 8.5 (350 reviews) ✓ Verified | 

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.0 (48 reviews) | 

#### Functions

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Session Routing** | Not enough data | 8.8 (653 reviews) ✓ Verified | 
| **Session Queuing** | Not enough data | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | Not enough data | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | Not enough data | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | Not enough data | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | Not enough data | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | Not enough data | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | Not enough data | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Calabrio ONE | 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 | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | Not enough data | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | Not enough data | 8.6 (643 reviews) ✓ Verified | 
| **Session Recording** | Not enough data | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | Not enough data | 8.9 (432 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.9/10 | 176 |
| **NiCE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Agent Availability** | 9.1 (151 reviews) ✓ Verified | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | 8.9 (149 reviews) ✓ Verified | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | 9.3 (160 reviews) ✓ Verified | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | 8.8 (145 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | 8.3 (140 reviews) | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Automation** | 8.7 (147 reviews) ✓ Verified | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | 8.9 (151 reviews) ✓ Verified | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (154 reviews) ✓ Verified | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | 8.9 (151 reviews) ✓ Verified | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | 8.9 (148 reviews) ✓ Verified | 9.0 (227 reviews) ✓ Verified | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.2/10 | 30 |
| **NiCE CXone** | N/A | N/A |

#### Feedback Management

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Tagging** | 8.6 (23 reviews) | Not enough data | 
| **Segmentation** | 8.5 (23 reviews) | Not enough data | 
| **Custom Reports and Dashboards** | 8.5 (26 reviews) | Not enough data | 

#### Feedback Analysis

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Thematic Analysis** | 8.3 (23 reviews) | Not enough data | 
| **Sentiment Analysis** | 7.2 (23 reviews) | Not enough data | 
| **NPS/CSAT Scoring** | 7.6 (20 reviews) | Not enough data | 

#### Feedback Sources

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Online Reviews** | 8.5 (16 reviews) | Not enough data | 
| **Surveys** | 8.2 (17 reviews) | Not enough data | 
| **Social Media** | 8.1 (14 reviews) | Not enough data | 
| **Customer Service Channels** | 8.1 (18 reviews) | Not enough data | 

#### Generative AI

| Feature | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Messaging Channels

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | Calabrio ONE | 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 | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Workforce Management

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Customer Support

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 7.8/10 | 8 |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Calabrio ONE | 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 | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

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

| Feature | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 | Calabrio ONE | 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 |
|---|---|---|
| **Calabrio ONE** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Calabrio ONE | 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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Calabrio ONE** | 8.8/10 | 98 |
| **NiCE CXone** | N/A | N/A |

#### Platform

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Customization ** | 8.5 (78 reviews) | Not enough data | 
| **Integration APIs** | 8.4 (72 reviews) | Not enough data | 
| **Internationalization** | 8.5 (77 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.0 (78 reviews) | Not enough data | 
| **Performance** | 9.1 (79 reviews) | Not enough data | 
| **Mobility** | 8.5 (79 reviews) | Not enough data | 
| **Reporting** | 8.6 (77 reviews) | Not enough data | 
| **Dashboards** | 8.3 (78 reviews) | Not enough data | 

#### Workforce Management Platform Features

| Feature | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Labor Forecasting** | 8.9 (83 reviews) | Not enough data | 
| **Shift Scheduling** | 9.1 (90 reviews) | Not enough data | 
| **Time & Attendance Tracking** | 9.1 (88 reviews) | Not enough data | 
| **Absence & Leave Management** | 9.0 (87 reviews) | Not enough data | 
| **Skills Management** | 8.9 (79 reviews) | Not enough data | 
| **Succession Planning** | 8.6 (81 reviews) | Not enough data | 
| **Workforce Analytics** | 9.0 (87 reviews) | Not enough data | 
| **Self-Service Capabilities** | 8.9 (86 reviews) | Not enough data | 
| **Mobile Shift Scheduling** | 8.2 (83 reviews) | Not enough data | 
| **Team Communication** | 8.0 (78 reviews) | Not enough data | 

---
## Categories
**Shared Categories (3):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce)

**Unique to Calabrio ONE (3):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [SAP Store Software](https://www.g2.com/categories/sap-store), [Workforce Management Software](https://www.g2.com/categories/workforce-management)

**Unique to NiCE CXone (10):** [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 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), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [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 | Calabrio ONE | NiCE CXone | 
|---|---|---|
| **Small-Business** | 6.0% | 13.7% | 
| **Mid-Market** | 55.6% | 52.7% | 
| **Enterprise** | 38.4% | 33.6% | 

### By Industry

#### Calabrio ONE

- **Consumer Services:** 13.1%
- **Hospital & Health Care:** 11.2%
- **Financial Services:** 10.7%
- **Telecommunications:** 6.6%
- **Information Technology and Services:** 6.6%
- **Insurance:** 4.4%
- **Retail:** 3.8%
- **Automotive:** 3.3%
- **Banking:** 3.3%
- **Higher Education:** 2.7%
- **Other:** 34.4%

#### 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 Calabrio ONE

- [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) — 4.2/5 stars (314 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1549 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) — 4.5/5 stars (228 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews) — 4.6/5 stars (175 reviews)
- [NICE Workforce Management](https://www.g2.com/products/nice-workforce-management/reviews) — 4.3/5 stars (90 reviews)
- [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) — 4.8/5 stars (1163 reviews)
- [Balto](https://www.g2.com/products/balto/reviews) — 4.8/5 stars (588 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews)

### Alternatives to NiCE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1549 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (255 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7341 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (201 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (86 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews)
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2385 reviews)

---
## Top Discussions

### Calabrio ONE

- Title: [What is calabrio WFM?](https://www.g2.com/discussions/what-is-calabrio-wfm) — 1 comment
  > **Top comment:** "Calabrio WFM enables your organization, through its core functionality, to plan and manage your operations through advanced forecasting, dynamic scheduling..."
- Title: [What is calabrio one smart desktop?](https://www.g2.com/discussions/what-is-calabrio-one-smart-desktop) — 1 comment
  > **Top comment:** "It gives access to supervisors/managers to view agents screen activity, Eg:what agents see  on their actual desktop/monitor."

### 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/calabrio-one-vs-nice-cxone)