We performed a comparison between Clarity SM and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It has a good GUI interface."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Time sheets are a powerful tool."
"You can customize it and make it work to the client's needs."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"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'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."
"Being able to listen in on a call, which is exceptionally good with training."
"Customer support is terrific. The team is personable, informed, and responsive."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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 would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Ease of support and upgrades need much improvement."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"One of the biggest missing pieces is a link checker."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
"It could improve the quality of calls."
"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."
"If you have hundreds of books, the initial download is slow."
Earn 20 points
Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Clarity SM is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". 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". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, ServiceNow and Cisco Webex Contact Center.
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