What users are saying about
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Top Rated
110 Ratings
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Top Rated
252 Ratings

NICE inContact CXone

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Top Rated
110 Ratings
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Score 8.3 out of 100

Salesforce Service Cloud

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Top Rated
252 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Salesforce Service Cloud
Agent dashboard
NICE inContact CXone
8.2
Salesforce Service Cloud
Validate callers
NICE inContact CXone
8.3
Salesforce Service Cloud
Outbound response
NICE inContact CXone
7.1
Salesforce Service Cloud
Call forwarding
NICE inContact CXone
8.1
Salesforce Service Cloud
Click-to-call (CTC)
NICE inContact CXone
7.1
Salesforce Service Cloud
Warm transfer
NICE inContact CXone
8.2
Salesforce Service Cloud
Predictive dialing
NICE inContact CXone
8.0
Salesforce Service Cloud
Interactive voice response
NICE inContact CXone
8.4
Salesforce Service Cloud
REST APIs
NICE inContact CXone
8.5
Salesforce Service Cloud
Call scripts
NICE inContact CXone
8.5
Salesforce Service Cloud
Call tracking
NICE inContact CXone
8.6
Salesforce Service Cloud
Multichannel integration
NICE inContact CXone
8.4
Salesforce Service Cloud
CRM software integration
NICE inContact CXone
8.6
Salesforce Service Cloud

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Salesforce Service Cloud
Inbound call routing
NICE inContact CXone
9.0
Salesforce Service Cloud
Omnichannel inbound routing
NICE inContact CXone
8.6
Salesforce Service Cloud
Recording
NICE inContact CXone
8.4
Salesforce Service Cloud
Quality management
NICE inContact CXone
8.2
Salesforce Service Cloud
Call analytics
NICE inContact CXone
8.3
Salesforce Service Cloud
Historical reporting
NICE inContact CXone
8.1
Salesforce Service Cloud
Live reporting
NICE inContact CXone
7.6
Salesforce Service Cloud
Customer surveys
NICE inContact CXone
8.7
Salesforce Service Cloud
Customer interaction analytics
NICE inContact CXone
8.5
Salesforce Service Cloud

Incident and problem management

NICE inContact CXone
Salesforce Service Cloud
7.3
Organize and prioritize service tickets
NICE inContact CXone
Salesforce Service Cloud
7.4
Expert directory
NICE inContact CXone
Salesforce Service Cloud
6.5
Subscription-based notifications
NICE inContact CXone
Salesforce Service Cloud
7.2
ITSM collaboration and documentation
NICE inContact CXone
Salesforce Service Cloud
7.5
Ticket creation and submission
NICE inContact CXone
Salesforce Service Cloud
7.9
Ticket response
NICE inContact CXone
Salesforce Service Cloud
7.2

Self Help Community

NICE inContact CXone
Salesforce Service Cloud
7.5
External knowledge base
NICE inContact CXone
Salesforce Service Cloud
7.6
Internal knowledge base
NICE inContact CXone
Salesforce Service Cloud
7.4

Multi-Channel Help

NICE inContact CXone
Salesforce Service Cloud
7.9
Customer portal
NICE inContact CXone
Salesforce Service Cloud
6.8
IVR
NICE inContact CXone
Salesforce Service Cloud
8.5
Social integration
NICE inContact CXone
Salesforce Service Cloud
8.6
Email support
NICE inContact CXone
Salesforce Service Cloud
7.7
Help Desk CRM integration
NICE inContact CXone
Salesforce Service Cloud
7.8

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | 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 inContact CXone

NICE inContact CXone 8.4
Based on 73 answers
NICE inContact CXone allows for complex reporting as well as custom setup, but is fairly easy to use. From an end-user perspective, it is very easy. Some management tasks require more setup but out of the box it can do most things required in a call center.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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 15 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact CXone

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

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Anonymous | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

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 inContact CXone
8.5
Salesforce Service Cloud
7.2

Likelihood to Renew

NICE inContact CXone
9.1
Salesforce Service Cloud
9.6

Usability

NICE inContact CXone
8.4
Salesforce Service Cloud
9.0

Support Rating

NICE inContact CXone
7.5
Salesforce Service Cloud
7.2

Online Training

NICE inContact CXone
Salesforce Service Cloud
9.0

Implementation Rating

NICE inContact CXone
7.0
Salesforce Service Cloud

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