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Top Rated
637 Ratings
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Top Rated
292 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
637 Ratings
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Score 8.3 out of 100

Salesforce Service Cloud

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Top Rated
292 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
Salesforce Service Cloud
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
Validate callers
NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
Outbound response
NICE CXone (formerly NICE inContact)
8.2
Salesforce Service Cloud
Call forwarding
NICE CXone (formerly NICE inContact)
8.4
Salesforce Service Cloud
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
Predictive dialing
NICE CXone (formerly NICE inContact)
7.4
Salesforce Service Cloud
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
Salesforce Service Cloud
REST APIs
NICE CXone (formerly NICE inContact)
7.8
Salesforce Service Cloud
Call scripts
NICE CXone (formerly NICE inContact)
8.0
Salesforce Service Cloud
Call tracking
NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
Salesforce Service Cloud
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
Salesforce Service Cloud

Workforce Optimization (WFO)

NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
Inbound call routing
NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
Omnichannel inbound routing
NICE CXone (formerly NICE inContact)
8.2
Salesforce Service Cloud
Recording
NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
Quality management
NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
Call analytics
NICE CXone (formerly NICE inContact)
8.4
Salesforce Service Cloud
Historical reporting
NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
Live reporting
NICE CXone (formerly NICE inContact)
8.4
Salesforce Service Cloud
Customer surveys
NICE CXone (formerly NICE inContact)
7.9
Salesforce Service Cloud
Customer interaction analytics
NICE CXone (formerly NICE inContact)
8.0
Salesforce Service Cloud

Incident and problem management

NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.3
Organize and prioritize service tickets
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.7
Expert directory
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.7
Subscription-based notifications
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.0
ITSM collaboration and documentation
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.0
Ticket creation and submission
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.6
Ticket response
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.4

Self Help Community

NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.7
External knowledge base
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.6
Internal knowledge base
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.8

Multi-Channel Help

NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.3
Customer portal
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.7
IVR
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
6.7
Social integration
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.7
Email support
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.6
Help Desk CRM integration
NICE CXone (formerly NICE inContact)
Salesforce Service Cloud
7.6

Pros

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Salesforce Service Cloud

  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
Gordon Dalgleish | TrustRadius Reviewer

Cons

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 382 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.9
Based on 4 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

In-Person Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Online Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE CXone (formerly NICE inContact)

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Return on Investment

NICE CXone (formerly NICE inContact)

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Gordon Ng | TrustRadius Reviewer

Salesforce Service Cloud

  • Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
  • On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
  • Our data has never been more organized and in better shape, though it's a constant battle!
Jonathan Tanis | TrustRadius Reviewer

Screenshots

Pricing Details

NICE CXone (formerly NICE inContact)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
7.4

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
Salesforce Service Cloud
9.6

Usability

NICE CXone (formerly NICE inContact)
8.5
Salesforce Service Cloud
8.4

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
Salesforce Service Cloud
8.7

Performance

NICE CXone (formerly NICE inContact)
7.9
Salesforce Service Cloud
8.6

Support Rating

NICE CXone (formerly NICE inContact)
7.4
Salesforce Service Cloud
7.2

In-Person Training

NICE CXone (formerly NICE inContact)
6.9
Salesforce Service Cloud

Online Training

NICE CXone (formerly NICE inContact)
8.3
Salesforce Service Cloud
9.0

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
Salesforce Service Cloud

Scalability

NICE CXone (formerly NICE inContact)
6.7
Salesforce Service Cloud

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