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 8.0, while Salesforce is ranked #3 with an average rating of 8.3. NICE holds a 5.8% mindshare in KMS, compared to Salesforce’s 4.4% 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 15 NICE CXone reviews

2,351 Views
235 Comparison Views

96% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
199 Comparison Views

96% willing to recommend

NICE CXone

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 24, 2025

Salesforce Service Cloud and NICE CXone are leading solutions competing in the customer service management category. Salesforce Service Cloud appears to hold the upper hand in terms of integration, automation, and CRM management, while NICE CXone is distinguished by its omnichannel capabilities and real-time analytics.

Features: Salesforce Service Cloud offers advanced customization, effective automation capabilities, and seamless integration with existing CRM systems, enabling rapid deployment and comprehensive management of customer data. NICE CXone is known for its robust omnichannel integration, facilitating dynamic customer interactions across multiple platforms, supported by real-time analytics and a user-friendly scripting tool that enhances operational efficiency.

Room for Improvement: Salesforce Service Cloud could improve its user interface for more intuitive navigation and address issues with email integration and the Knowledge Management module, potentially incorporating AI-driven features. NICE CXone may need to focus on enhancing its interface to reduce lags and glitches, provide users with more control over the AWS environment, and simplify its modular pricing structure to prevent cost escalations.

Ease of Deployment and Customer Service: Salesforce Service Cloud thrives in the Public Cloud environment, providing strong user support with an extensive community network, though premium support might be required for complex issues. NICE CXone offers flexibility by operating across both Public and Private Clouds, ensuring responsive support, although certain queries may need escalation. Both platforms provide significant community-backed resources, with Salesforce having a larger, more active user community.

Pricing and ROI: Salesforce Service Cloud is considered a costly option, particularly suited to large enterprises leveraging its customization and CRM tools. Users suggest negotiating tailored pricing proposals for potential savings. NICE CXone offers a modular service model, potentially leading to cost increases as features are added. Both platforms are recognized for delivering strong ROI through enhanced operational efficiencies, with Salesforce users benefiting from substantial process improvements and NICE CXone users valuing its integration capabilities for consistent customer engagement.

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

Buyer's Guide

NICE CXone vs. Salesforce Service Cloud

September 2025

Download the complete report

Helped 868,759 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

4.9

Small teams saved over $200,000 in the first year with NICE CXone, benefiting from its cloud-based AWS infrastructure.

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

6.4

NICE CXone customer service is polite and effective, though complex issues may have delayed resolutions due to request nature.

Sentiment score

5.6

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

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

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

If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 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

6.2

NICE CXone is highly scalable and adaptable, efficiently managing extensive loads and supporting broad use cases without difficulty.

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

6.1

NICE CXone is generally stable, with brief outages well-managed, earning high praise for technical support and communication.

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 an improved user interface, better audio, streamlined reporting, enhanced AWS control, and competitive pricing.

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

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, leading to potentially higher out-of-pocket expenses.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

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 requires careful evaluation of tiered licensing costs and features, especially considering data transition challenges.

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 enhances business efficiency with customizable features, seamless integration, and real-time management tools, offering flexibility and control.

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

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.

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

For more quotes and insights, download the NICE CXone report

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

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

Clients gain productivity and save time with 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

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

7.0

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 (1st), Help Desk Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of October 2025, in the Knowledge Management Software category, the mindshare of NICE CXone is 5.8%, up from 4.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.4%, down from 4.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	4.4%
NICE CXone	5.8%
Other	89.8%

Knowledge Management Software

Featured Reviews

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

Real-time adjustments enhance call management, though pricing needs improvement

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better. Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. 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, leading to potentially higher out-of-pocket expenses.

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

14%

Computer Software Company

11%

Manufacturing Company

Healthcare Company

Financial Services Firm

15%

Performing Arts

Manufacturing Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

Questions from the Community

What needs improvement with NICE CXone?

See all answers

What is your primary use case for NICE CXone?

We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily...

See all answers

What advice do you have for others considering NICE CXone?

I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage. Overall, NICE CXone is no...

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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Compared 15% of the time

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Compared 12% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

Five9 vs NICE CXone

Compared 8% of the time

Avaya Workforce Engagement vs NICE CXone

Compared 4% of the time

More NICE CXone Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

BMC Helix ITSM vs Salesforce Service Cloud

Compared 4% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

NICE CXone

September 2025

Download NICE CXone product report

Buyer's Guide

Salesforce Service Cloud

September 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

September 2025

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