Kayako vs NiCE CXone
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Kayako offers fewer features (42 vs 58) and more integrations (30 vs 5). Starting price: Kayako at $35/mo vs NiCE CXone at $110/mo. Kayako has 42 unique features while NiCE CXone has 58 unique features, with 0 features in common.
| Kayako | NiCE CXone | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 42 | 58 |
| AI-Powered Features | 3 | 29 |
| Starting Price | $35/mo | $110/mo |
| Pricing Tiers | 4 | 10 |
| Integrations | 30 | 5 |
| Shared Features | 0 | |
| Shared Integrations | 1 | |
| Data Quality | 71% | 90% |
Feature Comparison by Category
AI Assistance (0 vs 7)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI Automation (0 vs 10)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation | ||
| Customer-Facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
Analytics (4 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| CSAT Surveys | ||
| Chat Ratings | ||
| Reports & Analytics | ||
| Sentiment Analysis |
Analytics & Reporting (0 vs 5)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Feedback Management | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Voice of the Customer |
Automation (4 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Macros | ||
| Workflow Builder | ||
| Workflow Orchestration |
Campaign Management (0 vs 2)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Engagement Orchestrator |
Commerce Optimization (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Retail E-commerce Conversion Booster |
Communication (12 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Chat Pre-Chat Forms | ||
| Chat Transfer | ||
| Co-browsing | ||
| Live Chat | ||
| Multi-Channel Support | ||
| Offline Messages | ||
| Proactive Invitations | ||
| Social Media Integration | ||
| Typing Indicators | ||
| Video Chat | ||
| Visitor Monitoring | ||
| WhatsApp Integration |
Communications (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| UCaaS (NiCE 1CX) |
Compliance & Security (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Recording Management |
Content Management (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Knowledge Management |
Customer Engagement (0 vs 2)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Journey Orchestration | ||
| Proactive Engagement |
Customer Support (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Customer-Facing Knowledge Portal |
Customization (1 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Custom Branding |
Government Solutions (0 vs 4)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Industry Solutions (0 vs 4)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| Retail Interactions Hub |
Integration (2 vs 5)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| API Access | ||
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations | ||
| Webhooks |
Knowledge Management (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Employee Knowledge Portal |
Productivity (5 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Quality Assurance (0 vs 2)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Quality Management | ||
| Screen Recording |
Routing & Orchestration (0 vs 2)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| AI Routing | ||
| Omnichannel Routing |
Security (3 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Audit Logs | ||
| Role-Based Access Control | ||
| Two-Factor Authentication |
Security & Compliance (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Trusted Identity & Messaging |
Support Management (11 vs 0)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Agent Groups | ||
| Community Forum | ||
| Custom Fields | ||
| Customer Profiles | ||
| Email Forwarding | ||
| Help Desk | ||
| Internal Notes | ||
| Knowledge Base | ||
| SLA Management | ||
| Self-Service Portal | ||
| Ticket Assignment |
User Interface (0 vs 2)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Voice (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Voice Services |
Voice Automation (0 vs 1)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Interactive Voice Response (IVR) |
Workforce Management (0 vs 3)
| Feature | Kayako | NiCE CXone |
|---|---|---|
| Gamification | ||
| Performance Management | ||
| Workforce Management |
Unique Features
Only in Kayako (42)
Chat Ratings
CSAT Surveys
Reports & Analytics
Sentiment Analysis
AI-Powered Chatbot
Article Recommendations
Macros
Workflow Builder
Chat Pre-Chat Forms
Chat Transfer
Co-browsing
Live Chat
Multi-Channel Support
Offline Messages
Proactive Invitations
Social Media Integration
Typing Indicators
Video Chat
Visitor Monitoring
WhatsApp Integration
+ 22 more unique features
Only in NiCE CXone (58)
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation
Customer-Facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Feedback Management
Industry Experience Insights
Interaction Analytics
+ 38 more unique features
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