We performed a comparison between NICE CXone and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."It has the ability to edit the HTML, as well as the WYSIWYG."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"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."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"It's easy to understand."
"Spiceworks is generic and free."
"One of the biggest missing pieces is a link checker."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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 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."
"inContact should offer a way to send faxes."
"If you have hundreds of books, the initial download is slow."
"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."
"It could improve the quality of calls."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"Sometimes, it can be difficult to integrate what you need."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"The SNMP sniffer requires a lot of work to get right."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"The GUI must be improved."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Spiceworks is ranked 33rd in IT Infrastructure Monitoring with 47 reviews. NICE CXone is rated 8.2, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus.
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