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Atlassian Confluence vs NICE CXone comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 17, 2025

Review summaries and opinions

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

ROI

Sentiment score
7.4
Atlassian Confluence centralizes knowledge, reduces onboarding time, and offers cost-effective advantages by enhancing information sharing and process management.
Sentiment score
6.9
NICE CXone users cited over $200,000 ROI in the first year, praising AWS management for reduced infrastructure handling.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
 

Customer Service

Sentiment score
6.6
Atlassian Confluence support is responsive but seen as limited, with premium support and a strong online community aiding users.
Sentiment score
8.0
NICE CXone support is friendly and responsive, excelling in quick issue resolution despite occasional delays and time zone challenges.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
 

Scalability Issues

Sentiment score
7.3
Atlassian Confluence is praised for effective scalability, handling growth smoothly, though some cost and performance issues may arise.
Sentiment score
7.6
NICE CXone is praised for scalability, smooth performance, easy configuration, and handling large user numbers effectively, with minimal concerns.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
 

Stability Issues

Sentiment score
7.9
Atlassian Confluence is stable with rare issues, usually due to hardware, memory, or storage constraints, rated highly by users.
Sentiment score
7.5
NICE CXone is stable and reliable, with occasional minor issues, effectively resolved without impacting user productivity.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
 

Room For Improvement

Atlassian Confluence struggles with search, pricing, user interface, editing, integration, administrative roles, and reporting features needing improvement.
NICE CXone needs interface improvements, better reporting, integration, customization, system stability, and enhanced training for user satisfaction.
This chart used AI to offer users the option to create it based on the data.
The software does not currently have any kind of AI integration.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
 

Setup Cost

Atlassian Confluence's pricing varies by setup choice, user licensing, and plugins, with potential annual increases of 5-10%.
NICE CXone's pricing varies by contract, requiring careful cost evaluation and challenging content extraction for data migration.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
 

Valuable Features

Atlassian Confluence offers intuitive navigation, flexible collaboration, JIRA integration, and plugins, making it a versatile document management tool.
NICE CXone enhances communication with WYSIWYG editing, omnichannel experience, real-time data, call routing, and customizable analytics.
This tool provides a single repository for interacting with the entire team.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
 

Categories and Ranking

Atlassian Confluence
Ranking in Knowledge Management Software
1st
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
105
Ranking in other categories
Corporate Portals (Enterprise Information Portals) (2nd), Enterprise Social Software (2nd)
NICE CXone
Ranking in Knowledge Management Software
6th
Average Rating
8.2
Reviews Sentiment
7.8
Number of Reviews
13
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (2nd), Live Chat (3rd), Contact Center as a Service (CCaaS) (6th)
 

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 19.7%, down from 26.9% compared to the previous year. The mindshare of NICE CXone is 5.2%, up from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

Rabindra K Maharana - PeerSpot reviewer
Editing features improve document accessibility
There is a holiday calendar, however, I need to install an app or add something to it. The add-on feature is not readily available or well-documented. Guidance on this should be available in a forum. Recently, I used a feature in another tool—perhaps GitHub—where it helped prepare a chart. It involved listing resources, like having fifteen people in the X team, ten in the Y team, and seven in the Z team. It created a bar chart showing these numbers. This chart used AI to offer users the option to create it based on the data. It was then created on a separate page and made available.
James Arvidson - PeerSpot reviewer
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
report
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Top Industries

By visitors reading reviews
Educational Organization
71%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Financial Services Firm
17%
Computer Software Company
14%
Manufacturing Company
8%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Atlassian Confluence?
The most valuable feature of the solution stems from its document-controlling feature. In Atlassian Confluence, controlled documents cannot be edited by anyone else.
What is your experience regarding pricing and costs for Atlassian Confluence?
With Atlassian, the costs are reasonable. Although higher than before when we used multiple platforms and licenses, having a collaborative platform like this is advantageous. It streamlines license...
What needs improvement with Atlassian Confluence?
There is a holiday calendar, however, I need to install an app or add something to it. The add-on feature is not readily available or well-documented. Guidance on this should be available in a foru...
What needs improvement with NICE CXone?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...
What is your primary use case for NICE CXone?
I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...
What advice do you have for others considering NICE CXone?
Overall, I rate the solution an eight out of ten.
 

Also Known As

Confluence
NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie
 

Overview

 

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
Find out what your peers are saying about Atlassian Confluence vs. NICE CXone and other solutions. Updated: April 2025.
849,190 professionals have used our research since 2012.