We performed a comparison between ManageEngine ServiceDesk Plus and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The strength is its pricing. It is easy to use."
"It ensures the tracking of all costs for end-user issues."
"I like how it can be integrated and expanded with other ManageEngine products."
"The solution overall has been quite stable."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"Customer support is terrific. The team is personable, informed, and responsive."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The current MDM is very basic and should be expanded."
"It could improve the quality of calls."
"One of the biggest missing pieces is a link checker."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
"If you have hundreds of books, the initial download is slow."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
Earn 20 points
ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. ManageEngine ServiceDesk Plus is rated 8.0, while NICE CXone is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
We monitor all Help Desk Software 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.