We performed a comparison between Clarity SM and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"Self-service interface means people can check their own tickets."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Scalability is very good. We have scaled to more users and more functionality."
"We can search open and closed cases to find what we have done in other incidents."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"We are able to see the calls in queue and able to see if someone is available or 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."
"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."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"Compared to some of the other products, I think we are bit behind."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"The cost of this solution is too high, which is why we're leaving."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Ease of support and upgrades need much improvement."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"inContact should offer a way to send faxes."
"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."
"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."
"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."
"One of the biggest missing pieces is a link checker."
"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."
Earn 20 points
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Clarity SM is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, 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". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and IBM Maximo, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
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