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Atlassian Confluence vs NICE CXone comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Atlassian Confluence
Ranking in Knowledge Management Software
1st
Average Rating
8.2
Reviews Sentiment
7.3
Number of Reviews
103
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
8.1
Number of Reviews
12
Ranking in other categories
Workforce Engagement Management (4th), IVR Systems (2nd), Contact Center as a Service (CCaaS) (6th)
 

Mindshare comparison

As of December 2024, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 24.9%, down from 25.2% compared to the previous year. The mindshare of NICE CXone is 5.1%, up from 3.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

Massimo Banzi - PeerSpot reviewer
Flexible, efficient, allows the concurrent development of documentation and lets you add comments offline
An area for improvement in Atlassian Confluence is encouraging more vital interaction among the project members or users involved. I was researching a tool, but I forgot the exact name of the tool, and that tool could be used for better interactions offline among users on a specific topic, development, or discussion. I want that feature to be present in Atlassian Confluence. If there's a possibility to integrate Atlassian Confluence, Jira, and that other tool, that will make Atlassian Confluence better. My team had problems accessing Atlassian Confluence a couple of times, but I wonder if that was due to a network, server, or tool issue. I have to say that I've been working with Atlassian Confluence for years, and it has been improving its functionalities, so I feel that as a tool, it's working very well, but some features could still be improved. For example, the search engine should allow you to define some keywords you could use when searching, though I wonder if it's staff-related or setup-related, or lacking in the search engine function itself. I also want artificial intelligence added to Atlassian Confluence where you're working on a specific issue or argument, and Atlassian Confluence, through its AI, can propose some improvements based on what has been done on the same topic by different teams or different projects within the same infrastructure, similar to an internal reference, which can be helpful. Through AI, it would also be great if Atlassian Confluence could advise you on what has been done outside your specific project, and maybe there's the possibility of an installation where you have several projects installed and working together. Another feature that would be good to have in the next release of Atlassian Confluence is the tool recognizing a keyword or two that's fully developed in project B, which you can use in project A, for example.
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

"For me, the most valuable feature is its high performance. It's crucial for us in the bank, as we handle a massive number of transactions every day."
"There is a good library of templates for a wide range of needs."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"What's most valuable to me in Atlassian Confluence is that it allows the concurrent development of documentation. I also like how you can add comments offline and implement changes directly on the document."
"The templates are a valuable feature. You can make templates. There is a space inside where you can create pages. When you use the template, the page auto-generates text and images. You do not have to think about the structure of your page as well, which I think is a very good thing for a user. Because usually when you're in front of a blank page, it can be a bit dreadful to know where to start."
"With Confluence, everything is in one place, so it's easy to find documentation."
"The most beneficial aspect is real-time collaboration, allowing multiple users to work on the same documents simultaneously."
"The integration's very good. You still have integration with lots of third party products, and it's very good."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
 

Cons

"The product should have a workflow with approvals out-of-the-box."
"I would like Confluence to include the ability to draw flowcharts and diagrams."
"I have a couple of different pipelines that I work with. However, I'd like to see them displayed differently on the same dashboard. So, I would like to have a unified dashboard to view the different pipelines."
"The UX is a little bit all over the place."
"Confluence cannot replace Microsoft Word at the moment, so even though it can be used as a document management system, it is not meant for document creation, which adds a lot of limitations to it."
"I'd like to see some improved reporting on usage."
"Atlassian Confluence should improve the interface, it needs to be more user-friendly. It is easy to use, but it could be more intuitive."
"When you are creating a table in Confluence, there is no tool to export it into Excel sheet for quick references. We can only export it as an a PDF file, but not into an editable file."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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 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."
"One of the biggest missing pieces is a link checker."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"It could improve the quality of calls."
 

Pricing and Cost Advice

"To my knowledge, Atlassian Confluence had a pricing approach which is a commercial open-source solution, so that if you are a company, you had to pay an amount. This fee was not huge compared to other traditional solutions, and it was free for personal use or if you were an individual."
"For us, it's free to use. We don't pay any licensing."
"When you purchase this solution you get some support."
"The Confluence pricing is good. The only challenge we have experienced is with Jira and the add ons we use that need to be paid for separately."
"The product is neither cheap nor expensive, meaning its price falls somewhere in the mid-range zone."
"We pay $350 a month to use the solution."
"Making integration with other tools easier would be beneficial."
"Licenses are quite expensive"
"We had a custom setup that cost us some money."
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Top Industries

By visitors reading reviews
Educational Organization
72%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Financial Services Firm
15%
Computer Software Company
13%
Healthcare Company
10%
Manufacturing Company
8%
 

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?
Atlassian products, including Confluence, have yearly price increases of approximately five to twenty percent.
What needs improvement with Atlassian Confluence?
There is a significant difference between the data center version and the cloud version of Confluence. Providing the same features in both versions would be beneficial. Additionally, there is no fu...
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 cc: Discover, cc: Discover, VPI Empower, Brand Embassy
 

Learn More

 

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: December 2024.
824,053 professionals have used our research since 2012.