We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"Being able to listen in on a call, which is exceptionally good with training."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"We are able to see the calls in queue and able to see if someone is available or not."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"Customer support is terrific. The team is personable, informed, and responsive."
"Salesforce Marketing Cloud's integrations are seamless since it is a native application. It helps us with B2B and B2C send-outs and can handle large columns."
"The tool is flexible and helps us with insights and reports. Salesforce Marketing Cloud has improved our organizational functions by creating an environment where clients and internal staff can access information about various solutions. For instance, clients can apply for different projects, and internal staff can approve them based on donor requirements. This simplifies communication between clients, donors, and our company,"
"I think the product's best feature is its analytics, as that's where customers derive value. The second thing is its ease of implementation."
"We haven't had any issues with integration."
"It's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"We use Marketing Cloud for marketing campaigns and engaging customers. It is a business-focused application for a specific area of business, which is acquiring customers."
"The most valuable features of Salesforce are the automation and the ability to create dashboards which provide a wider picture of what is going on."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"One of the biggest missing pieces is a link checker."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"It could improve the quality of calls."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"If you have hundreds of books, the initial download is slow."
"inContact should offer a way to send faxes."
"The encryption and decryption have room for improvement."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
"The data extension tools are not very user-friendly."
"We need a development environment for Marketing Cloud. Currently, there is no development environment for this solution. Other Salesforce products, such as Sales and Service Cloud, have a development environment in which the developers can do some things and then post them in production. Currently, everything happens in the production for Marketing Cloud. There is only one environment, and the developers and the end-users have to work in the same environment, which seems to be challenging. If Salesforce can bring a developer environment for Marketing Cloud, it will be good."
"Salesforce Marketing Cloud could improve by having more graphical options because a lot of tables are now only numbers and percentages and data. I prefer graphs, lines, and pie charts. I know there are ways to receive this from Salesforce Marketing Cloud. It doesn't play a huge role in my daily work to invest the time to figure it out. I feel that it would be time wasted. They could make the graphical options easier to find and use in the future."
"I've noticed on one-to-one leads, the customer objection option is not available."
"We'd like to see more integrations with third-party products."
"The main action I want to do in Salesforce Marketing Cloud is to export data into Excel and use it. My company may have that feature locked down, or if the Excel data exporting function still isn't available in Salesforce Marketing Cloud, that's the feature I want."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 51 reviews. NICE CXone is rated 8.2, while Salesforce Marketing Cloud is rated 8.4. The top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Zendesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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