We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"Being able to listen in on a call, which is exceptionally good with training."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has excellent lead and opportunity tracking."
"You can schedule reports, there's a lot of supporting tools, and you have access to all that information."
"I like that I can constantly add leads to Salesforce Marketing Cloud and look at accounts there. I also like that the solution lets me set up meetings."
"The Journey Builder and the Email Studio features are most valuable."
"It is straightforward to set up."
"If you want to be able to communicate with your client using email, WhatsApp, and push notifications, know if the client opened the communication or not, and create and automate their journey, Marketing Cloud is very good."
"The most valuable feature is the ability to get quotes out in a timely manner."
"We use this solution for reporting, pipeline generation, and forecasting."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"inContact should offer a way to send faxes."
"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."
"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."
"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."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"The product could use a little bit of BI in the sense of rule-based building."
"The cost is always a concern for anyone using a SaaS product."
"The UA could be better designed for a mobile connection."
"When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved."
"It's a very good solution, but the way the prices are structured is not always good, and I feel like that is a problem."
"I've noticed on one-to-one leads, the customer objection option is not available."
"We'd like to see more integrations with third-party products."
"Salesforce Marketing Cloud should include more point-and-click functionality."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. NICE CXone is rated 8.2, while Salesforce Marketing Cloud 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 Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson , whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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.
