What users are saying about
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Top Rated
108 Ratings
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182 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

SAP SuccessFactors

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182 Ratings
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Score 7 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

SAP SuccessFactors

Success Factors is really well suited to handling needs of my organization. They've done a good job integrating with our course catalog and making it easy to book courses right from within the application. It falls short in letting managers cascade their objectives easily. When I cascade an objective, the cascaded objective will often inherit comments from my own objective and share them down to my reports - not ideal behavior.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Human Resource Management

NICE inContact CXone
SAP SuccessFactors
7.6
Employee demographic data
NICE inContact CXone
SAP SuccessFactors
7.1
Employment history
NICE inContact CXone
SAP SuccessFactors
7.8
Job profiles and administration
NICE inContact CXone
SAP SuccessFactors
7.2
Workflow for transfers, promotions, pay raises, etc.
NICE inContact CXone
SAP SuccessFactors
7.1
Organizational charting
NICE inContact CXone
SAP SuccessFactors
8.3
Organization and location management
NICE inContact CXone
SAP SuccessFactors
8.2
Compliance data (COBRA, OSHA, etc.)
NICE inContact CXone
SAP SuccessFactors
7.5

Payroll Management

NICE inContact CXone
SAP SuccessFactors
7.5
Pay calculation
NICE inContact CXone
SAP SuccessFactors
8.3
Support for external payroll vendors
NICE inContact CXone
SAP SuccessFactors
7.0
Benefit plan administration
NICE inContact CXone
SAP SuccessFactors
7.9
Direct deposit files
NICE inContact CXone
SAP SuccessFactors
7.5
Salary revision and increment management
NICE inContact CXone
SAP SuccessFactors
8.0
Reimbursement management
NICE inContact CXone
SAP SuccessFactors
6.7

Leave and Attendance Management

NICE inContact CXone
SAP SuccessFactors
8.4
Approval workflow
NICE inContact CXone
SAP SuccessFactors
8.9
Balance details
NICE inContact CXone
SAP SuccessFactors
8.4
Annual carry-forward and encashment
NICE inContact CXone
SAP SuccessFactors
8.0

Employee Self Service

NICE inContact CXone
SAP SuccessFactors
7.9
View and generate pay and benefit information
NICE inContact CXone
SAP SuccessFactors
8.0
Update personal information
NICE inContact CXone
SAP SuccessFactors
8.1
View company policy documentation
NICE inContact CXone
SAP SuccessFactors
7.7
Employee recognition
NICE inContact CXone
SAP SuccessFactors
7.6
View job history
NICE inContact CXone
SAP SuccessFactors
8.4

Asset Management

NICE inContact CXone
SAP SuccessFactors
7.5
Tracking of all physical assets
NICE inContact CXone
SAP SuccessFactors
7.5

HR Reporting

NICE inContact CXone
SAP SuccessFactors
6.1
Report builder
NICE inContact CXone
SAP SuccessFactors
6.3
Pre-built reports
NICE inContact CXone
SAP SuccessFactors
5.9
Ability to combine HR data with external data
NICE inContact CXone
SAP SuccessFactors
6.3

Onboarding

NICE inContact CXone
SAP SuccessFactors
7.6
New hire portal
NICE inContact CXone
SAP SuccessFactors
7.6
Manager tracking tools
NICE inContact CXone
SAP SuccessFactors
7.0

Performance and Goals

NICE inContact CXone
SAP SuccessFactors
7.8
Corporate goal setting
NICE inContact CXone
SAP SuccessFactors
7.6
Individual goal setting
NICE inContact CXone
SAP SuccessFactors
7.9
Line-of sight-visibility
NICE inContact CXone
SAP SuccessFactors
7.7
Performance tracking
NICE inContact CXone
SAP SuccessFactors
7.6

Performance Management

NICE inContact CXone
SAP SuccessFactors
8.1
Performance plans
NICE inContact CXone
SAP SuccessFactors
7.8
Performance improvement plans
NICE inContact CXone
SAP SuccessFactors
7.7
Review status tracking
NICE inContact CXone
SAP SuccessFactors
8.5
Review reminders
NICE inContact CXone
SAP SuccessFactors
7.8
Multiple review frequency
NICE inContact CXone
SAP SuccessFactors
8.4

Succession Planning

NICE inContact CXone
SAP SuccessFactors
7.8
Create succession plans/pools
NICE inContact CXone
SAP SuccessFactors
7.9
Candidate ranking
NICE inContact CXone
SAP SuccessFactors
7.4
Candidate search
NICE inContact CXone
SAP SuccessFactors
8.1
Candidate development
NICE inContact CXone
SAP SuccessFactors
7.8

Recruiting / ATS

NICE inContact CXone
SAP SuccessFactors
5.7
Job Requisition Management
NICE inContact CXone
SAP SuccessFactors
6.9
Company Website Posting
NICE inContact CXone
SAP SuccessFactors
7.2
Publish to Social Media
NICE inContact CXone
SAP SuccessFactors
6.4
Job Search Site Posting
NICE inContact CXone
SAP SuccessFactors
7.0
Duplicate Candidate Prevention
NICE inContact CXone
SAP SuccessFactors
6.6
Applicant Tracking
NICE inContact CXone
SAP SuccessFactors
7.1
Notifications and Alerts
NICE inContact CXone
SAP SuccessFactors
7.2

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

SAP SuccessFactors

  • Assignment Profile: This is an automated way of assigning courses and activities to users (through user interface configuration or through data feed synchronization).
  • Plateau Reports Designer: A client tool to customize the reports in SAP SuccessFactors Learning, widely used by most of the large organizations.
  • BizX integration: It's a SuccessFactors Business Execution (BizX) platform to connect the talent management and human resource management. It has a comprehensive view of the organization's resources skills, expertise, experience, and competency, etc.
  • Domain, Domain Restrictions and Roles: This is mainly to create an organizational structure and to provide the needed security permissions.
  • Integration with Jam, Skype and WebEx, etc.
Anonymous | 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

SAP SuccessFactors

  • The app for ios and android have room for improvement. They are aware of the limitations but amount of access and functionality is not where it needs to be.
  • The homepage of Successfactors takes longer to load and refresh itself. Especially true when viewing employee files. That is partially due to how much information is having to show on the page but it still seems to take more time than usual to show each screen.
  • You can't change the amount of time the homepage will lock you out from inactivity. This might seem minuscule but it causes so many painful re-logins and time wasting effort to login again. There currently isn't an option to change the time before lockout.
Adam Kasten, PHR | 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

SAP SuccessFactors

SAP SuccessFactors 7.0
Based on 12 answers
Support is still lacking. If we don't have a critical business need where we're looking to license something new, there is no partnership with SuccessFactors. Unless of course you purchase the Platinum Support which we did not. It is difficult for us to take advantage of new functionality when we have professional services fees that will be incurred as a result. We're in a tough economy and our budgets are slim. We don't have wiggle room to add $5k here or $10k there. The overall integration into a total HCM solution is also lacking.
Anonymous | TrustRadius Reviewer

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

SAP SuccessFactors

SAP SuccessFactors 8.0
Based on 2 answers
To develop all objectivity of researches.
Anton Smorodin | 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

SAP SuccessFactors

SAP SuccessFactors 6.9
Based on 16 answers
The overall platform could use the updates, so the overall look of it seems more modern. Also, the number of possible customizations could be made more simple to implement. SAP SuccessFactors does have a helpline that is helpful and free. On a positive note, it is beneficial in our performance reviews and recruiting efforts.
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

SAP SuccessFactors

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

SAP SuccessFactors

As a whole, SuccessFactors is tough to beat. It's at its best when all of the modules are working together. There are few competitors that offer the full talent suite.Individually, the quality of the modules can vary. The performance and goal management modules perform well but the recruiting one significantly lags its competitors. The recruiting world has seen a lot of advances in technology over the last few years but these have yet to trickle down into the SuccessFactors module.
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

SAP SuccessFactors

  • Visibility to the organization was an immediate impact and socialized the value of the product immediately.
  • A common and aggregated performance process reduced time and energy spent on quarterly goal setting.
  • Consolidating performance to pay outputs reduced time in some manual audit processes.
Tony Deblauwe | 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

SAP SuccessFactors

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
SAP SuccessFactors
6.9

Likelihood to Renew

NICE inContact CXone
9.1
SAP SuccessFactors
7.0

Usability

NICE inContact CXone
8.4
SAP SuccessFactors
8.0

Support Rating

NICE inContact CXone
7.5
SAP SuccessFactors
6.9

Online Training

NICE inContact CXone
SAP SuccessFactors
8.0

Implementation Rating

NICE inContact CXone
7.0
SAP SuccessFactors

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