We performed a comparison between NICE CXone and Office 365 based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."We are able to see the calls in queue and able to see if someone is available or not."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"Customer support is terrific. The team is personable, informed, and responsive."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"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."
"OneNote is the feature I use the most. We also frequently use the Power Apps features."
"The most valuable feature of this solution is the integration."
"The integration with other applications is pretty good."
"I love all of the applications being interlinked. I do not have to separately work on an independent system when it comes to file storage, email, and other tools."
"It's nice that it's an all-in-one solution and everything is all in one place."
"The phone VoIP product provides genuine a unified communication solution."
"Great impact on project management and team collaboration."
"My primary use case is for preparing presentations to teach, often on PowerPoint."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"One of the biggest missing pieces is a link checker."
"inContact should offer a way to send faxes."
"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."
"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."
"If you have hundreds of books, the initial download is slow."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"In terms of improvement, it should have tutorials when you first have the opportunity to use it, to be able to really learn it."
"In the next release, I would like to have a more intuitive tutorial."
"I would like to see better integration with Teams, and better usability with SharePoint."
"Sometimes the configurations of the error troubleshooting are pretty problematic and there are a lot of issues that happen even if you follow the step-by-step guides. They can work on fixing this issue. If there are a lot of issues in your Windows or your Office or anything, you restart your PC and it works. They need to get rid of this need."
"Their support is so terrible and unusable except during dire emergencies."
"I started working a lot on Microsoft Teams and I find it a bit vast. It should be divided out a bit so that someone can use it for basic functionality, like audio, video, and calls. Then, if someone wants more advanced functionality for file sharing and team creation, and so on, they could use a separate app."
"Could include integration with other single sign-on solutions."
"It could be more user-friendly for inexperienced people."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Office 365 is ranked 3rd in Content Collaboration Platforms with 54 reviews. NICE CXone is rated 8.2, while Office 365 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 Office 365 writes "Great vulnerability insights, offers very impressive cash savings, and offers great information security tools". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Office 365 is most compared with Amazon WorkDocs, Atlassian Confluence, Citrix ShareFile, Box and Dropbox.
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