We performed a comparison between NICE CXone and Slack 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'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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"I am impressed with the product's calls and screen share features which are very useful."
"Slack is a powerpack bundle of features that help small or large organizations to handle teams and their tasks."
"It has definitively made an improvement on our productivity. Information does not got lost in hundreds of less important messages."
"The product is easy to use."
"One thing I like about Slack is the ability to change the color of Slack. It depends on my mood. When I'm having a bright day, I just change the background color of my Slack, which is nice."
"I like Slack's notifications. It is more user-friendly and pleasing than Teams."
"You can create channels between teams internally and externally, which is great. There is a lot of security with Slack internal, which is what I value."
"I like the tool's ability to send voice mail. We can also search for conversations easily in Slack."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"It could improve the quality of calls."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"One of the biggest missing pieces is a link checker."
"If you have hundreds of books, the initial download is slow."
"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."
"For me, the only thing I can say is that every time somebody sent me an attachment, the attachment was listed somewhere, and then I had to open the conversation and go to the individual to open it. So there is no handy repository or an easy way to quickly look at attachments. For me, that was a bit difficult."
"Slack feels clustered and hence it should improve its design and UI."
"The integration with SharePoint doesn’t work properly."
"I would like to see a special feature for multiple people to collaborate on a document, working on it at the same time."
"We’d like it to have more capability for everyone to work on one doc in real time all at once."
"Customization is something that Slack is lacking."
"Sometimes, the servers are not available."
"The way groups are created on slack could be improved. Once you create a group of people, you can't add additional people unless you convert it to a channel."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Slack is ranked 3rd in Enterprise Social Software with 68 reviews. NICE CXone is rated 8.2, while Slack 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 Slack writes "A competitive solution that improves collaboration and productivity". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Slack is most compared with Symphony, SharePoint, Atlassian Confluence, Chatter and ChatWork.
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