We performed a comparison between JIRA Service Management 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)."JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The flow of the reports is good."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"The dashboards are nicely laid out."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The initial setup is pretty easy."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"Being able to listen in on a call, which is exceptionally good with training."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"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."
"Integration could be improved."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The interface could always be updated and improved."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The solution should be more formalized. It could be more user-friendly."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"One of the biggest missing pieces is a link checker."
"inContact should offer a way to send faxes."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"If you have hundreds of books, the initial download is slow."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
Earn 20 points
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. JIRA Service Management is rated 8.2, while NICE CXone is rated 8.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Calabrio ONE.
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