We performed a comparison between Atlassian Confluence and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."The most valuable feature of Atlassian Confluence is the ability to access your files from anywhere."
"There is a good library of templates for a wide range of needs."
"Scalability-wise, I rate the solution a ten out of ten."
"We have found limiting permissions and history very valuable."
"It has a very intuitive user interface, which every user able to manage the basic functionality of a PC will be able to work with and produce quite satisfactory results."
"It is a good collaboration tool."
"Atlassian Confluence is flexible and allows adding different types of context on the page and connecting a hypertext, like a web page, without a source."
"It seems highly scalable. There are 500 end users using this solution."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"Being able to listen in on a call, which is exceptionally good with training."
"We are able to see the calls in queue and able to see if someone is available or not."
"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'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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It would be interesting if they had graphical templates that allowed typical agile ceremonies to be documented better."
"When you are creating a table in Confluence, there is no tool to export it into Excel sheet for quick references. We can only export it as an a PDF file, but not into an editable file."
"There could be an option to collaborate with other users while editing the documents."
"There is no concept of peer review or a draft mode - whatever you write is live."
"I have a couple of different pipelines that I work with. However, I'd like to see them displayed differently on the same dashboard. So, I would like to have a unified dashboard to view the different pipelines."
"The area that needs improvement is the search capability. It should have generalized capabilities."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"The solution is not very user-friendly."
"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."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"inContact should offer a way to send faxes."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
Earn 20 points
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while NICE CXone is ranked 10th in Knowledge Management Software. Atlassian Confluence is rated 8.2, while NICE CXone is rated 8.2. The top reviewer of Atlassian Confluence writes "Good usability, helpful community support, and facilitates well-structured documentation ". On the other hand, 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". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Zendesk, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, ServiceNow and Cisco Webex Contact Center.
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