NICE CXone vs SAP Jam comparison

The compared NICE and SAP solutions aren't in the same category. NICE is ranked #2 in CCO , with an average rating of 8.4, and holds a 12.0% mindshare in the category. SAP is ranked #9 in ESS , and holds a 3.4% mindshare. Additionally, 96% of NICE users are willing to recommend the solution, compared to 100% of SAP users who would recommend it.

NICE CXone

Read 16 NICE CXone reviews

3,085 Views
956 Comparison Views

96% willing to recommend

SAP Jam

Read 5 SAP Jam reviews

716 Views
501 Comparison Views

100% willing to recommend

NICE CXone

SAP Jam

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between NICE CXone and SAP Jam based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: February 2026).

Buyer's Guide

Workforce Engagement Management

February 2026

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Helped 882,479 peers since 2012

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

8.4

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Workforce Engagement Management (2nd), IVR Systems (1st), Live Chat (1st), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th), AI Customer Experience Personalization (5th)

SAP Jam

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Enterprise Social Software (9th)

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 12.0%, down 13.5% compared to last year.
SAP Jam, on the other hand, focuses on Enterprise Social Software, holds 3.4% mindshare, up 3.0% since last year.

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	12.0%
Genesys Cloud CX	16.4%
Verint Open CCaaS	6.8%
Other	64.80000000000001%

Workforce Engagement Management

Enterprise Social Software Market Share Distribution
Product	Market Share (%)
SAP Jam	3.4%
Slack Business - Enterprise	11.2%
Microsoft Teams	8.4%
Other	77.0%

Enterprise Social Software

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Omnichannel features have unified journeys and AI now speeds up responses for our agents

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE. Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.

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AhmedHaridy

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.

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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

"Being able to listen in on a call, which is exceptionally good with training."

"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."

"The system is very flexible and powerful, especially for organizations wanting to control their environment."

"Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"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."

More NICE CXone pros

"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

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"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."

"inContact should offer a way to send faxes."

"NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives."

"If you have hundreds of books, the initial download is slow."

"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."

"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."

More NICE CXone cons

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	4

No data available

Questions from the Community

What needs improvement with NICE CXone?

See all answers

What is your primary use case for NICE CXone?

We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this pla...

See all answers

What advice do you have for others considering NICE CXone?

My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulato...

See all answers

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Comparisons

Genesys Cloud CX vs NICE CXone

Compared 15% of the time

Amazon Connect vs NICE CXone

Compared 9% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 7% of the time

Salesforce Service Cloud vs NICE CXone

Compared 6% of the time

Zendesk vs NICE CXone

Compared 6% of the time

More NICE CXone Competitors

Slack Business - Enterprise vs SAP Jam

Compared 36% of the time

Yammer vs SAP Jam

Compared 23% of the time

SharePoint vs SAP Jam

Compared 15% of the time

Quip vs SAP Jam

Compared 9% of the time

Microsoft 365 Business vs SAP Jam

Compared 9% of the time

More SAP Jam Competitors

Product Reports

Buyer's Guide

NICE CXone

January 2026

Download NICE CXone product report

Buyer's Guide

Enterprise Social Software

February 2026

Download SAP Jam product report

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

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Encourage and facilitate collaboration in the cloud _ with our enterprise social network solution, SAP Jam.

SAP

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

Buyer's Guide

Workforce Engagement Management

February 2026

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