We performed a comparison between Drupal and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Wordpress, Adobe and others in Web Content Management."We use a part of the solution called Acquia. The personalization portion of this is the most valuable aspect fo the solution."
"You can build websites on it very quickly."
"It is good for big projects."
"The feature I find most valuable is that Drupal is a framework and not only a CMS."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"We are able to see the calls in queue and able to see if someone is available or not."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"Digital experience features like target, segmentation, and campaign management have a long way to go."
"It is a little bit simplified."
"I think the support needs to improve, as well as the integration with tracking and analytics systems."
"The user experience in designing layouts should be much easier or much more helpful."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"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."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
Drupal is ranked 5th in Web Content Management while NICE CXone is ranked 4th in Workforce Engagement Management. Drupal is rated 8.6, while NICE CXone is rated 8.2. The top reviewer of Drupal writes "Through my different companies, we have developed many Drupal sites, from simple ones to complex E-commerce sites and custom made applications. The UI could be improved, though". 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". Drupal is most compared with SharePoint, WordPress, Adobe Experience Manager, Liferay Digital Experience Platform and Magnolia CMS, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
We monitor all Web Content Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.