NICE CXone vs SAP Jam comparison

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NICE Logo
805 views|551 comparisons
SAP Logo
341 views|297 comparisons
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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It has the ability to edit the HTML, as well as the WYSIWYG.""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.""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.""We are able to see the calls in queue and able to see if someone is available or not.""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.""Customer support is terrific. The team is personable, informed, and responsive."

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"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."

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Cons
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.""If you have hundreds of books, the initial download is slow.""inContact should offer a way to send faxes.""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.""MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing.""One of the biggest missing pieces is a link checker.""It is a hassle, if you are busy and caught up with something, that it will log you out."

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"I'm hopeful for more integrations with SAP JAM in the future."

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Pricing and Cost Advice
  • "We had a custom setup that cost us some money."
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  • "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."
  • More SAP Jam Pricing and Cost Advice →

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    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer: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… more »
    Ranking
    Views
    805
    Comparisons
    551
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    341
    Comparisons
    297
    Reviews
    1
    Average Words per Review
    788
    Rating
    10.0
    Comparisons
    Nuance IVR logo
    Compared 15% of the time.
    Genesys Cloud CX logo
    Compared 15% of the time.
    Sprinklr logo
    Compared 10% of the time.
    Five9 logo
    Compared 6% of the time.
    SharePoint logo
    Compared 43% of the time.
    Yammer logo
    Compared 39% of the time.
    Adobe Experience Manager logo
    Compared 10% of the time.
    Microsoft 365 Business logo
    Compared 8% of the time.
    Also Known As
    NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
    Learn More
    Overview

    NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

    The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

    • Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
    • Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
    • Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
    • Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

    Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

    CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

    Encourage and facilitate collaboration in the cloud _ with our enterprise social network solution, SAP Jam.
    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
    Top Industries
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Manufacturing Company15%
    Computer Software Company14%
    Retailer10%
    Insurance Company8%
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise66%

    NICE CXone is ranked 4th in Workforce Engagement Management while SAP Jam is ranked 7th in Enterprise Social Software with 5 reviews. NICE CXone is rated 8.2, while SAP Jam is rated 8.4. 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". On the other hand, the top reviewer of SAP Jam writes "A powerful tool for managing subscriptions within the organization". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9, whereas SAP Jam is most compared with SharePoint, Yammer, Adobe Experience Manager and Microsoft 365 Business.

    We monitor all Workforce Engagement 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.