We performed a comparison between NICE CXone and Yammer 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."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Customer support is terrific. The team is personable, informed, and responsive."
"The user interface and the way we can share and search information are the most valuable. It is very easy to use."
"It's really easy to use the solution."
"We can send out notifications and ask questions using Yammer."
"The integration with Teams is the biggest value for us. In fact, it has only become more valuable now that it has integration with Teams. Teams allows you to stream, so that's good."
"The product's initial setup phase was straightforward."
"It was a stable solution...It was a highly scalable solution considering it was used in a very big company."
"Its most valuable features are the storyline and communities."
"Valuable features include the integration with Microsoft Office and the fact that it is in the cloud. Also, it's quite easy to use."
"It could improve the quality of calls."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"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."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"I faced some issues with Yammer's mobile app when I shifted from Android to iPhone, and it got a little bit tricky to use it on an iPhone, which took away some of my time."
"Users need to be in the Acting Directory to exploit the features."
"We tried to integrate into SharePoint, but it was not really efficient."
"It looks slightly less clean on Chrome compared to Microsoft Edge, but it's a minor difference. There is room for improvement in user experience, like positions of elements."
"The way you want to control the communication could be an issue. It depends on what kind of company you are. We are a public company, and there are some regulations that we need to comply with. Its ease of use can be an issue for a company because anybody can subscribe and use it. There are many competitors that are overlapping. Since Microsoft bought Yammer, it tends to be in the shadow. It is not put in the front from the service perspective."
"Although Microsoft is working on it, having a centralized network instead of creating multiple networks based on a domain would help businesses with multiple companies or child companies."
"Yammer's UX and UI are areas with certain shortcomings where improvements are required"
"If you are using other applications that are tough to integrate into the environment, that can cause limitations."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Yammer is ranked 4th in Enterprise Social Software with 60 reviews. NICE CXone is rated 8.2, while Yammer is rated 7.4. 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 Yammer writes "Ease of use and a familiar user interface". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Yammer is most compared with Workplace by Facebook, Chatter, SAP Jam, Jive and Interact Intranet.
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