Try our new research platform with insights from 80,000+ expert users

NICE CXone vs SAP Jam comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

NICE CXone
Average Rating
8.2
Reviews Sentiment
7.8
Number of Reviews
13
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (1st), Live Chat (2nd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)
SAP Jam
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
5
Ranking in other categories
Enterprise Social Software (6th)
 

Mindshare comparison

NICE CXone and SAP Jam aren’t in the same category and serve different purposes. NICE CXone is designed for Workforce Engagement Management and holds a mindshare of 15.9%, up 9.3% compared to last year.
SAP Jam, on the other hand, focuses on Enterprise Social Software, holds 3.9% mindshare, up 2.3% since last year.
Workforce Engagement Management
Enterprise Social Software
 

Featured Reviews

James Arvidson - PeerSpot reviewer
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
AhmedHaridy - PeerSpot reviewer
A powerful tool for managing subscriptions within the organization
It's undoubtedly more complex compared to the initial part. It depends on the requirements. You can't categorically say that HubSpot is only suitable for smaller devices; it's adaptable to various needs. Depending on the requirements, you can have a project completed within as little as six months or as long as a few years. It's a flexible solution that can cater to your specific needs. However, it's essential to start from the beginning, designing the screens and pages within HubSpot. It's somewhat similar to building a website but generally more straightforward to use. You need to input the necessary information based on your specific requirements, and it's not limited to a predefined structure. The team initiates the process with what we term as solution design, but it's more appropriately labeled as enterprise design. This initial phase involves understanding the integration points with other systems and commencing the configuration process. It's essentially the starting point for our analysis. The analysis covers several aspects, including the language requirements, integration tools for interfacing with Java server solutions, and how to effectively use these tools. All these components must seamlessly complement each other. Once the team has everything in place and confirms the tools, they can proceed to elaborate on the specific requirements. The deployment timeline typically ranges from four to six months, specifically for straightforward or standard requirements. However, in the case of a large enterprise organization with numerous legal entities across different countries, each requiring unique interfaces for various purposes, the implementation duration is highly dependent on the specific requirements. It's not feasible to provide a fixed period for such a solution.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"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."
"The technical support for NICE CXone is outstanding."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"One notable feature is the "improvement training," which allows you to define groups, facilitate information sharing, enable participant rating, and establish rankings. This enables you to identify which participants are actively engaged and sharing information and which ones are less active."
 

Cons

"If you have hundreds of books, the initial download is slow."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"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."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"I'm hopeful for more integrations with SAP JAM in the future."
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
"You need to pay for additional languages. It is somewhat expensive and the payment frequency can be annual or monthly, depending on the choice. There are no extra costs beyond the standard license and implementation fees."
report
Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.
859,687 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Computer Software Company
13%
Manufacturing Company
8%
Healthcare Company
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with NICE CXone?
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but...
What is your primary use case for NICE CXone?
I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not pla...
What advice do you have for others considering NICE CXone?
Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancem...
What do you like most about SAP Jam?
One notable feature is the "improvement training," which allows you to define groups, facilitate information sharing, enable participant rating, and establish rankings. This enables you to identify...
What is your experience regarding pricing and costs for SAP Jam?
You need to pay for additional languages. It is somewhat expensive and the payment frequency can be annual or monthly, depending on the choice. There are no extra costs beyond the standard license ...
What needs improvement with SAP Jam?
SAP JAM is currently working in conjunction with other SAP solutions, specifically integrated with Microsoft Teams. I anticipate that it will have further integrations with various other solutions....
 

Comparisons

 

Also Known As

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie
No data available
 

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
INEOS Melamines GmbH, Medtronic, Schaidt Innovations GmbH & Co. KG, Plan International, Sailing Team Germany, Australian Department of Immigration and Border Protection, SHORE Solutions Inc., TranSystems Corporation, Day & Zimmerman, Serco Group, Harlequi
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: June 2025.
859,687 professionals have used our research since 2012.