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NICE CXone vs SAP Build Work Zone 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
6.4
Number of Reviews
26
Ranking in other categories
Workforce Engagement Management (2nd), IVR Systems (1st), Live Chat (1st), Knowledge Management Software (4th), Contact Center as a Service (CCaaS) (3rd), AI Customer Experience Personalization (5th)
SAP Build Work Zone
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
5
Ranking in other categories
Project Portfolio Management (45th), Project Management Software (150th), Enterprise Social Software (12th)
 

Mindshare comparison

NICE CXone and SAP Build Work Zone aren’t in the same category and serve different purposes. NICE CXone is designed for Workforce Engagement Management and holds a mindshare of 10.1%, down 15.9% compared to last year.
SAP Build Work Zone, on the other hand, focuses on Project Management Software, holds 0.1% mindshare, up 0.0% since last year.
Workforce Engagement Management Mindshare Distribution
ProductMindshare (%)
NICE CXone10.1%
Genesys Cloud CX12.1%
Verint Open CCaaS6.5%
Other71.3%
Workforce Engagement Management
Project Management Software Mindshare Distribution
ProductMindshare (%)
SAP Build Work Zone0.1%
Jira3.7%
monday.com3.4%
Other92.8%
Project Management Software
 

Featured Reviews

Michelle Philippides - PeerSpot reviewer
Call Agent at Nedbank
Schedule swaps have improved my daily flexibility but real-time stats and visuals still need work
For us, I think the improvement we need for NICE CXone is to be able to swap our office days, as that is the only thing we cannot change. Currently, we still have to request assistance from our managers. It is probably an organizational block more than a software issue, but anything else seems perfect and I do not think there is anything else to change. I think that there is a bit of a delay in the accuracy and reliability of the output I see in NICE CXone, as I mentioned before. The page tracking and cases, interactions tracking is delayed. I think NICE CXone is a nice system, but if it could update the aesthetics on the display just to make it more easy on the eye, I think that would be great.
AhmedHaridy - PeerSpot reviewer
Managing Director at Emkan
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

"NICE CXone was a good initial platform because it helped us from a bare-bones patient outreach standpoint, but we did not get the support we needed, and the user interface was very limited regarding what we could do with it."
"The agent list is the most valuable feature because we are able to see what each person is doing."
"After introducing NICE CXone to our workflows, we are seeing faster resolution of all open cases and shorter resolution time and shorter waiting time, which we had problems with previously."
"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 initial setup of NICE CXone was straightforward and easy for our team, as the implementation team we worked with was very good at what they did."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"For me personally, NICE CXone has helped me manage my time and workflow better."
"Properly done, this software can be a great resource for your employees to stay engaged and connected to each other and to your organization."
"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."
"It connects to SAP C4C (Cloud for Customer) and is a very useful collaboration tool for the sales, services, and marketing teams."
"SAP JAM has lots of possibilities and my client is using it for very specific matters, like social collaboration."
"All employees, from the CEO to the warehouse personnel, have access to Jam and contribute to the news feeds and consume content."
 

Cons

"One area where CXone could improve is in creating a more streamlined, user-friendly interface."
"With lots of screenshots to be replaced when we perform a service release, this is pretty tedious work."
"Occasionally, the system runs slow and will kick us out of Max, which then has to be restarted, and can cause issues as our call center deals with time sensitive phone calls."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools."
"Both layout and branding could be improved."
"Sometimes it's a bit confusing with so many options."
"I'm hopeful for more integrations with SAP JAM in the future."
"The user interface is still quite rigid."
"Built-in integrations with other SAP products could be better. We use a SAP HCM product as well, but synching data is a tremendous issue."
 

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."
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Top Industries

By visitors reading reviews
Manufacturing Company
12%
Financial Services Firm
11%
Computer Software Company
8%
Construction Company
6%
Outsourcing Company
14%
Construction Company
11%
Comms Service Provider
10%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business12
Midsize Enterprise5
Large Enterprise12
No data available
 

Questions from the Community

What needs improvement with NICE CXone?
NICE CXone has positively impacted my organization because the tools have been beneficial regarding the improvements I mentioned previously. One thing that could be better is the support that NICE ...
What is your primary use case for NICE CXone?
My main use case for NICE CXone is workforce management and workforce engagement. One specific example of how I use NICE CXone for workforce management and engagement is to monitor quality assuranc...
What advice do you have for others considering NICE CXone?
My advice to others looking into using NICE CXone is that it is an expensive product with a lot of guardrails on it. It forces you to use all the features, and it is not agnostic, so you have to us...
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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, NICE, Calabrio and others in Workforce Engagement Management. Updated: June 2026.
907,768 professionals have used our research since 2012.