Try our new research platform with insights from 80,000+ expert users

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:
 

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
7.7
Number of Reviews
12
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.

Quotes from Members

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

Pros

"The solution is very intuitive and provides excellent content management."
"Confluence is very easy to use and feature-packed."
"Collaboration is most valuable. You can upload or create your documents on Confluence and share them with your team members. Your team members also can share documents."
"The interface is good....I didn't face any issues with the scalability. It was very good."
"Copying another page and providing an option to edit everything is valuable."
"There is a good library of templates for a wide range of needs."
"The solution helped us to see where we were going wrong and where we were doing good, and that helped us to make proper decisions"
"Great shareable and co-editing features."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"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."
 

Cons

"Atlassian should rethink its withdrawal of the self-hosted version of the product. They only offer cloud-based service or the "datacenter-edition", which is quite expensive for small companies and private users."
"The scalability for larger companies could be improved."
"This is kind of by design, however, the lack of control in terms of editing the page to make it look the way you want it to look is an issue. It would be nice if there was more flexibility there."
"Atlassian Confluence could improve how information is shared outside our company. We had some negative experiences with the rights we have with our information when sharing it within Atlassian Confluence and with other teams outside the company. It's due to the limitations on the rights we have on the export capabilities. We don't have sufficient rights to do so."
"Indentation and other basic word processing styles must be improved."
"The software does not currently have any kind of AI integration."
"We have to use other applications that make Atlassian Confluence more customized for what you want. They should improve by adding the ability to make more customizations."
"When editing a page with many iterations, it takes time to scroll down to the last iteration."
"If you have hundreds of books, the initial download is slow."
"inContact should offer a way to send faxes."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"It could improve the quality of calls."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
 

Pricing and Cost Advice

"We have to pay licensing fees."
"We pay $350 a month to use the solution."
"The price of the on-premises data center version is too expensive."
"For us, it's free to use. We don't pay any licensing."
"Confluence charges an extra fee for analytics."
"This is a very expensive solution."
"The issues I have with the pricing are in respect to the add-ons."
"I am using the paid version. My company has purchased it for company employees. We are using Confluence as a company. I don't know how much it costs, but its price is good enough. Its price is not so high."
"We had a custom setup that cost us some money."
report
Use our free recommendation engine to learn which Knowledge Management Software solutions are best for your needs.
845,040 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
73%
Financial Services Firm
4%
Computer Software Company
3%
Manufacturing Company
3%
Financial Services Firm
17%
Computer Software Company
15%
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: March 2025.
845,040 professionals have used our research since 2012.