<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
756 Ratings
Top Rated
329 Ratings

NICE CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
756 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100
Top Rated
329 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    8.5

    NICE CXone

    85%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    8.6
    86%
    510 Ratings
    N/A
    0 Ratings

    Validate callers

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Outbound response

    8.5
    85%
    451 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.6
    86%
    408 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.8
    88%
    370 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.8
    88%
    483 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.1
    81%
    296 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.5
    85%
    341 Ratings
    N/A
    0 Ratings

    REST APIs

    8.1
    81%
    272 Ratings
    N/A
    0 Ratings

    Call scripts

    8.2
    82%
    287 Ratings
    N/A
    0 Ratings

    Call tracking

    8.5
    85%
    463 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.5
    85%
    328 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.5
    85%
    332 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.6

    NICE CXone

    86%

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    8.6
    86%
    467 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.6
    86%
    338 Ratings
    N/A
    0 Ratings

    Recording

    8.7
    87%
    450 Ratings
    N/A
    0 Ratings

    Quality management

    8.7
    87%
    437 Ratings
    N/A
    0 Ratings

    Call analytics

    8.7
    87%
    443 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.6
    86%
    434 Ratings
    N/A
    0 Ratings

    Live reporting

    8.6
    86%
    420 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.5
    85%
    273 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.5
    85%
    287 Ratings
    N/A
    0 Ratings

    Incident and problem management

    NICE CXone

    Feature Set Not Supported
    N/A
    7.7

    Salesforce Service Cloud

    77%
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.4
    84%
    55 Ratings

    Expert directory

    N/A
    0 Ratings
    7.1
    71%
    40 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    47 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    55 Ratings

    Self Help Community

    NICE CXone

    Feature Set Not Supported
    N/A
    7.1

    Salesforce Service Cloud

    71%
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.9
    69%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.4
    74%
    51 Ratings

    Multi-Channel Help

    NICE CXone

    Feature Set Not Supported
    N/A
    7.8

    Salesforce Service Cloud

    78%
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.5
    75%
    39 Ratings

    IVR

    N/A
    0 Ratings
    7.4
    74%
    25 Ratings

    Social integration

    N/A
    0 Ratings
    7.9
    79%
    34 Ratings

    Email support

    N/A
    0 Ratings
    8.1
    81%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.1
    81%
    49 Ratings

    Attribute Ratings

    • NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
    • Salesforce Service Cloud is rated higher in 4 areas: Likelihood to Renew, Availability, Performance, Online Training

    Likelihood to Recommend

    8.6

    NICE CXone

    86%
    546 Ratings
    8.1

    Salesforce Service Cloud

    81%
    62 Ratings

    Likelihood to Renew

    5.6

    NICE CXone

    56%
    21 Ratings
    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Usability

    8.8

    NICE CXone

    88%
    532 Ratings
    8.4

    Salesforce Service Cloud

    84%
    11 Ratings

    Availability

    5.0

    NICE CXone

    50%
    7 Ratings
    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Performance

    8.1

    NICE CXone

    81%
    7 Ratings
    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Support Rating

    10.0

    NICE CXone

    100%
    7 Ratings
    7.4

    Salesforce Service Cloud

    74%
    29 Ratings

    In-Person Training

    5.6

    NICE CXone

    56%
    4 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Online Training

    7.7

    NICE CXone

    77%
    5 Ratings
    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Implementation Rating

    8.1

    NICE CXone

    81%
    9 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Configurability

    7.8

    NICE CXone

    78%
    4 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Ease of integration

    8.2

    NICE CXone

    82%
    4 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Product Scalability

    6.4

    NICE CXone

    64%
    7 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Vendor post-sale

    5.1

    NICE CXone

    51%
    5 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Vendor pre-sale

    5.1

    NICE CXone

    51%
    5 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE

    It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
    Read full review

    Salesforce

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    Read full review

    Pros

    NICE

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.
    Read full review

    Salesforce

    • 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.
    Read full review

    Cons

    NICE

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.
    Read full review

    Salesforce

    • 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.
    Read full review

    Pricing Details

    NICE CXone

    Starting Price

    Editions & Modules

    NICE CXone editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Salesforce Service Cloud

      Starting Price

      $65 per month

      Editions & Modules

      Salesforce Service Cloud editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        NICE

        Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
        Read full review

        Salesforce

        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.
        Read full review

        Usability

        NICE

        Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
        Read full review

        Salesforce

        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.
        Read full review

        Reliability and Availability

        NICE

        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
        Read full review

        Salesforce

        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.
        Read full review

        Performance

        NICE

        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.
        Read full review

        Salesforce

        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.
        Read full review

        Support Rating

        NICE

        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.
        Read full review

        Salesforce

        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.
        Read full review

        In-Person Training

        NICE

        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.
        Read full review

        Salesforce

        No answers on this topic

        Online Training

        NICE

        I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
        Read full review

        Salesforce

        No answers on this topic

        Implementation Rating

        NICE

        In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
        Read full review

        Salesforce

        No answers on this topic

        Alternatives Considered

        NICE

        Interactive Intelligence Cisco 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.
        Read full review

        Salesforce

        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.
        Read full review

        Scalability

        NICE

        I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
        Read full review

        Salesforce

        No answers on this topic

        Return on Investment

        NICE

        • We were able to close deals and sales to clients more effectively!
        • It is much easier for us to reach the client even if it's an International number.
        • Nice CXone has helped us a lot to communicate better with our clients.
        Read full review

        Salesforce

        • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
        • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
        • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
        Read full review

        Screenshots

        Add comparison