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)."The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The initial setup is pretty easy."
"JIRA Service Management is a very user-friendly solution."
"Transparency of the system helps both internal and external persons involved."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The customer portal with connection with our knowledge base has been most valuable."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"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 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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"The solution needs to be integrated better with Office X5."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"SaaS version for large organizations (more than 2000 users) is not available."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"It could improve the quality of calls."
"If you have hundreds of books, the initial download is slow."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"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."
"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."
"One of the biggest missing pieces is a link checker."
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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson .
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