Kayako vs NiCE
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Kayako offers fewer features (42 vs 61) and more integrations (30 vs 6). Starting price: Kayako at $35/mo vs NiCE at $110/mo. Kayako has 42 unique features while NiCE has 61 unique features, with 0 features in common.
| Kayako | NiCE | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 42 | 61 |
| AI-Powered Features | 3 | 40 |
| Starting Price | $35/mo | $110/mo |
| Pricing Tiers | 4 | 10 |
| Integrations | 30 | 6 |
| Shared Features | 0 | |
| Shared Integrations | 1 | |
| Data Quality | 71% | 90% |
Feature Comparison by Category
AI/Agent Assist (0 vs 5)
| Feature | Kayako | NiCE |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI/Analytics (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Copilot for Leaders |
AI/Automation (0 vs 11)
| Feature | Kayako | NiCE |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation (Banking) | ||
| Customer-facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent | ||
| Retail Customer Self-Service Automation |
AI/E-Commerce (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Retail E-Commerce Conversion Booster |
AI/Workforce Engagement (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Copilot for Supervisors |
Analytics (4 vs 4)
| Feature | Kayako | NiCE |
|---|---|---|
| CSAT Surveys | ||
| Chat Ratings | ||
| Customer Experience Insights (Retail) | ||
| Industry Experience Insights (Banking) | ||
| Patient Experience Insights | ||
| Policyholder Experience Insights | ||
| Reports & Analytics | ||
| Sentiment Analysis |
Analytics/Reporting (0 vs 2)
| Feature | Kayako | NiCE |
|---|---|---|
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports |
Automation (4 vs 0)
| Feature | Kayako | NiCE |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Macros | ||
| Workflow Builder |
Automation/Orchestration (0 vs 2)
| Feature | Kayako | NiCE |
|---|---|---|
| Journey Orchestration | ||
| Workflow Orchestration |
Communication (12 vs 0)
| Feature | Kayako | NiCE |
|---|---|---|
| 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 |
Compliance/Recording (0 vs 2)
| Feature | Kayako | NiCE |
|---|---|---|
| Recording Management | ||
| Screen Recording |
Customization (1 vs 0)
| Feature | Kayako | NiCE |
|---|---|---|
| Custom Branding |
Engagement/Motivation (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Gamification |
Feedback/Analytics (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Voice of the Customer |
Feedback/Surveys (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Feedback Management |
Industry Solutions (0 vs 8)
| Feature | Kayako | NiCE |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems | ||
| Retail Interactions Hub |
Infrastructure (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Cloud Infrastructure |
Integration (2 vs 7)
| Feature | Kayako | NiCE |
|---|---|---|
| API Access | ||
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Open APIs | ||
| Prebuilt CRM Integrations | ||
| UCaaS Integration (NiCE 1CX) | ||
| Webhooks |
Knowledge Management (0 vs 3)
| Feature | Kayako | NiCE |
|---|---|---|
| Customer-facing Knowledge Portal | ||
| Employee Knowledge Portal | ||
| Knowledge Management |
Management Tools (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Supervisor Workspace |
Outbound/Campaign Management (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Outbound Engagement Orchestrator |
Performance Management (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Performance Management |
Productivity (5 vs 0)
| Feature | Kayako | NiCE |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Quality Management (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Quality Management |
Routing/Orchestration (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Omnichannel Routing |
Security (3 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Audit Logs | ||
| Role-Based Access Control | ||
| Trusted Identity & Messaging | ||
| Two-Factor Authentication |
Support Management (11 vs 0)
| Feature | Kayako | NiCE |
|---|---|---|
| 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 1)
| Feature | Kayako | NiCE |
|---|---|---|
| Agent Workspace |
Voice (0 vs 2)
| Feature | Kayako | NiCE |
|---|---|---|
| Interactive Voice Response (IVR) | ||
| Voice Services |
Workforce Management (0 vs 1)
| Feature | Kayako | NiCE |
|---|---|---|
| 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 (61)
Bank Agent Assist
Copilot for Agents
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Copilot for Leaders
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation (Banking)
Customer-facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Retail Customer Self-Service Automation
Retail E-Commerce Conversion Booster
Copilot for Supervisors
Customer Experience Insights (Retail)
+ 41 more unique features
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