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."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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"Customer support is terrific. The team is personable, informed, and responsive."
"We have found the solution to be scalable."
"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,"
"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 notification system for customer alerts, including the integration of various communication channels such as email, SMS, and mobile push, is excellent."
"I like the user interface it has a nice look and feel."
"It is easy to use."
"The Journey Builder and the Email Studio features are most valuable."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"If you have hundreds of books, the initial download is slow."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"It could improve the quality of calls."
"One of the biggest missing pieces is a link checker."
"inContact should offer a way to send faxes."
"The performance is sometimes sluggish, but I think that's to be expected with a heavy CRM tool because they're running reports in real-time on the data that you have entered."
"The pricing is a bit high."
"There is a lot of room for improvement in Salesforce Marketing Cloud's dashboards and the visualization of information in each journey."
"The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce."
"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."
"The technicality of the solution can be streamlined."
"Salesforce could benefit by implementing further integration with more platforms."
"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 52 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, ServiceNow and Zendesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
