Try our new research platform with insights from 80,000+ expert users

NICE CXone vs SAP Jam comparison

 

Comparison Buyer's Guide

Executive Summary

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
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (1st), Live Chat (2nd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (4th)
SAP Jam
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
5
Ranking in other categories
Enterprise Social Software (6th)
 

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 13.5%, up 9.8% compared to last year.
SAP Jam, on the other hand, focuses on Enterprise Social Software, holds 3.8% mindshare, up 2.2% since last year.
Workforce Engagement Management Market Share Distribution
ProductMarket Share (%)
NICE CXone13.5%
Genesys Cloud CX19.6%
Verint Open CCaaS8.8%
Other58.099999999999994%
Workforce Engagement Management
Enterprise Social Software Market Share Distribution
ProductMarket Share (%)
SAP Jam3.8%
Slack Business - Enterprise15.5%
Microsoft Teams14.4%
Other66.3%
Enterprise Social Software
 

Featured Reviews

Antoneil Phillips - PeerSpot reviewer
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.
AhmedHaridy - PeerSpot reviewer
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The technical support for NICE CXone is outstanding."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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'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."
"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."
"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

"If you have hundreds of books, the initial download is slow."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"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."
report
Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.
867,497 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
15%
Computer Software Company
12%
Manufacturing Company
9%
Healthcare Company
5%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise5
Large Enterprise3
No data available
 

Questions from the Community

What needs improvement with NICE CXone?
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 p...
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...
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...
What do you like most about SAP Jam?
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...
What is your experience regarding pricing and costs for SAP Jam?
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 ...
What needs improvement with SAP Jam?
SAP JAM is currently working in conjunction with other SAP solutions, specifically integrated with Microsoft Teams. I anticipate that it will have further integrations with various other solutions....
 

Comparisons

 

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

 

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
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: August 2025.
867,497 professionals have used our research since 2012.