NICE CXone vs Salesforce Service Cloud comparison

NICE and Salesforce are both solutions in the Knowledge Management Software category. NICE is ranked #6 with an average rating of 8.3, while Salesforce is ranked #3 with an average rating of 8.4. NICE holds a 5.0% mindshare in KMS, compared to Salesforce’s 4.8% mindshare. Additionally, 96% of NICE users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

NICE CXone

Read 14 NICE CXone reviews

2,243 Views
179 Comparison Views

96% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
179 Comparison Views

96% willing to recommend

NICE CXone

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on May 18, 2025

Salesforce Service Cloud and NICE CXone compete in the customer service solutions category, each providing unique features. Salesforce Service Cloud has the upper hand in integration capabilities and platform maturity, while NICE CXone excels in analytics and omnichannel experience.

Features: Salesforce Service Cloud offers robust case routing, entitlement mapping, and knowledge management with excellent integration capabilities. Customizability and rapid deployment are key strengths. NICE CXone is known for its advanced analytics, scripting tools, and a consistent omnichannel experience, with customizable reporting and call flow.

Room for Improvement: Salesforce Service Cloud faces challenges with email integration, mobile app functionality, and pricing strategies. Its knowledge management and user interface need refinement. NICE CXone could benefit from improving its interface, audio quality, and dashboard responsiveness, and it lacks seamless fax capabilities.

Ease of Deployment and Customer Service: Salesforce Service Cloud primarily operates on a public cloud with a large user community for support. NICE CXone uses a mix of public and private clouds, offering generally satisfactory technical support. Both solutions have robust cloud infrastructures, but Salesforce's community support is more extensive.

Pricing and ROI: Salesforce Service Cloud is expensive but offers flexible licensing. Its high costs might deter smaller companies, although users report significant ROI through streamlined operations. NICE CXone provides multiple pricing tiers and can deliver good ROI, especially in customer engagement, making it a great choice for medium to large enterprises. Salesforce requires a higher initial investment for customization and integration.

To learn more, read our detailed NICE CXone vs. Salesforce Service Cloud Report (Updated: July 2025).

Buyer's Guide

NICE CXone vs. Salesforce Service Cloud

July 2025

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Helped 865,164 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:

ROI

Sentiment score

5.7

NICE CXone delivered over $200,000 ROI in one year, saving costs and reducing infrastructure time compared to Genesis.

Sentiment score

6.5

Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.

NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Customer Service

Sentiment score

6.6

NICE CXone offers quick, courteous support; excellent for simple inquiries, with mixed feedback on complex issue response times.

Sentiment score

5.6

Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.

When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.

Argha Ghosh

Technology Specialist at Cognizant

We have our own technical account manager which provides us with substantial visibility.

reviewer2746335

Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees

For more quotes and insights, download the NICE CXone report

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Scalability Issues

Sentiment score

6.8

NICE CXone efficiently scales for user expansion, supports extensive data, and adapts well, ensuring growth across various organizational sizes.

Sentiment score

8.1

Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.

I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Stability Issues

Sentiment score

6.7

NICE CXone is mostly stable, with quick outage resolutions; disruptions are rare and minimally impactful, maintaining user positivity.

Sentiment score

7.9

Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.

In general, the stability is good.

reviewer2746335

Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees

While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

NICE CXone needs a user-friendly interface, streamlined reporting, and improved integrations, addressing system slowdowns and media management.

Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.

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

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

NICE CXone offers tiered pricing with proprietary systems; enterprise buyers should evaluate costs, features, and migration complexities.

Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.

No quotes available

For more quotes and insights, download the NICE CXone report

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

NICE CXone offers a user-friendly, omnichannel experience with analytics, customization, and efficient call management featuring intuitive tools.

Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.

The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Usability is one of the strongest characteristics of Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

NICE CXone

Ranking in Knowledge Management Software

6th

Average Rating

8.2

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), IVR Systems (1st), Live Chat (2nd), Contact Center as a Service (CCaaS) (4th)

Salesforce Service Cloud

Ranking in Knowledge Management Software

3rd

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of August 2025, in the Knowledge Management Software category, the mindshare of NICE CXone is 5.0%, up from 4.8% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.8%, up from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

Read full review

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Computer Software Company

12%

Manufacturing Company

Healthcare Company

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What needs improvement with NICE CXone?

We need more control over the AWS side of NICE CXone as that's the only area where we lack control. We should have more control over our AWS implementation instead of relying on connections and con...

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What is your primary use case for NICE CXone?

We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available. We build ou...

See all answers

What advice do you have for others considering NICE CXone?

We utilize the analytics tools within NICE CXone while also employing our own tools. We scrape our data and use our own analytics tools alongside NICE CXone's insights, which help inform our contac...

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

See all answers

Comparisons

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Cisco Unified Contact Center Express vs NICE CXone

Compared 4% of the time

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Compared 19% of the time

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Compared 15% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

ProProfs Help Desk vs Salesforce Service Cloud

Compared 5% of the time

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Product Reports

Buyer's Guide

NICE CXone

August 2025

Download NICE CXone product report

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud 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

Service Cloud

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

NICE CXone vs. Salesforce Service Cloud

July 2025

Free Report: NICE CXone vs. Salesforce Service Cloud

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