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NICE CXone vs Sprinklr 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)
Sprinklr
Average Rating
8.0
Number of Reviews
11
Ranking in other categories
Customer Experience Management (9th), Social CRM (1st), Customer Feedback Management (2nd), Community Platforms (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they 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.
Sprinklr, on the other hand, focuses on Social CRM, holds 8.8% mindshare, down 20.7% 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
Social CRM Market Share Distribution
ProductMarket Share (%)
Sprinklr8.8%
HootSuite7.7%
Sprout Social7.3%
Other76.2%
Social CRM
 

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.
Leonid Mironov - PeerSpot reviewer
Facilitating data-driven decisions with powerful reporting and case management
The most valuable features are case management and reporting. The Unified-CXM Platform also helps in data aggregation and offers the capability to export data in different formats and integrate it with common CRMs like Microsoft 360 or Salesforce. Additionally, the ability to manage access to the data and ensure visibility to third parties is quite beneficial. The solution allows me to take data-driven decisions and identify gaps within the business by collecting and labeling data extensively.

Quotes from Members

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

Pros

"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"The technical support for NICE CXone is outstanding."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"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."
"The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything."
"The most effective feature is the automation of the routing engine."
"The interface is the most valuable feature to me."
"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."
"The most important feature of Sprinklr is its high availability since it is a cloud solution."
"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."
"AI manages customer interactions really well, and the flow becomes easier."
"The most valuable features are case management and reporting."
 

Cons

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"It could improve the quality of calls."
"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."
"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."
"The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments."
"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."
"There could be more videos on how to use Sprinklr."
"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."
"Sprinklr could be more drag-and-drop friendly."
"Their support team should opt for phone calls over emails to resolve issues faster."
"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."
"When onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side."
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Computer Software Company
12%
Manufacturing Company
9%
Healthcare Company
5%
Financial Services Firm
11%
Energy/Utilities Company
9%
Computer Software Company
9%
Retailer
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise5
Large Enterprise3
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise5
Large Enterprise6
 

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...
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...
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...
Why is Sprinklr famous for its social media feature?
As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...
Is Sprinklr a free digital experience platform?
No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...
Can Sprinklr help a company provide good customer support?
I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...
 

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
Get Satisfaction, Unified-CXM Platform
 

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: August 2025.
866,744 professionals have used our research since 2012.