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NICE CXone vs Salesforce Marketing Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

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
6.9
NICE CXone users cited over $200,000 ROI in the first year, praising AWS management for reduced infrastructure handling.
Sentiment score
6.8
Salesforce Marketing Cloud ROI experiences vary; some see clear benefits, while others face measurement challenges across different user groups.
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
8.0
NICE CXone support is friendly and responsive, excelling in quick issue resolution despite occasional delays and time zone challenges.
Sentiment score
6.4
Salesforce Marketing Cloud support effectiveness varies by license, with premium rated highly and standard support often seen as lacking.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
Customer support could be improved, especially for new features.
 

Scalability Issues

Sentiment score
7.6
NICE CXone is praised for scalability, smooth performance, easy configuration, and handling large user numbers effectively, with minimal concerns.
Sentiment score
7.7
Salesforce Marketing Cloud offers scalable, highly rated solutions for medium to large enterprises with robust integration, but may be costly.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
When more branches are opened for a dealer, or when the vehicle manufacturing company implements the software nationwide, the application needs to handle many changes and business rules smoothly.
 

Stability Issues

Sentiment score
7.5
NICE CXone is stable and reliable, with occasional minor issues, effectively resolved without impacting user productivity.
Sentiment score
8.2
Salesforce Marketing Cloud is stable and reliable, with few bugs or crashes, handling large data volumes effectively.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
I have never experienced any issues with stability, outages, or downtime.
 

Room For Improvement

NICE CXone needs interface improvements, better reporting, integration, customization, system stability, and enhanced training for user satisfaction.
Salesforce Marketing Cloud improves user experience with enhanced security, analytics, integration, and mobile functionality amid pricing and data concerns.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
There are inaccuracies in how AgentForce retrieves information or interprets data.
 

Setup Cost

NICE CXone's pricing varies by contract, requiring careful cost evaluation and challenging content extraction for data migration.
Salesforce Marketing Cloud is costly but valued for its robust capabilities, offering flexible pricing and negotiation options for enterprises.
 

Valuable Features

NICE CXone enhances communication with WYSIWYG editing, omnichannel experience, real-time data, call routing, and customizable analytics.
Salesforce Marketing Cloud excels with its multi-channel campaign management, CRM integration, advanced analytics, and user-friendly interface.
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.
The most valuable features of Salesforce Marketing Cloud include the timely alerts and notification systems, which greatly enhance communication not only with customers but also within dealerships.
 

Categories and Ranking

NICE CXone
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), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (6th)
Salesforce Marketing Cloud
Average Rating
8.4
Reviews Sentiment
7.3
Number of Reviews
56
Ranking in other categories
Social CRM (2nd), Marketing Automation (1st), Marketing Management (1st), Social Media Management Solutions (2nd)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. NICE CXone is designed for Workforce Engagement Management and holds a mindshare of 15.9%, up 9.3% compared to last year.
Salesforce Marketing Cloud, on the other hand, focuses on Social CRM, holds 13.9% mindshare, up 10.9% since last year.
Workforce Engagement Management
Social CRM
 

Featured Reviews

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.
SantoshKrishna - PeerSpot reviewer
Easy to deploy, stable, and scalable
The encryption and decryption have room for improvement. We need to be confident that the customer's data is secure when shared outside of the organization. I would like to request additional mobile app features that go beyond push notifications. As the mobile development industry continues to advance with new technologies, such as AI components, it is important to consider these advancements when setting up campaigns. Currently, campaigns are scheduled to be sent to customers at a prescribed time, but they may not be relevant to the customer unless they see them as valuable. For example, if I want to run a campaign offering loans, I would need to consider the customer's needs and balance. In the future, I hope Salesforce can incorporate an AI component that utilizes the shared data, rather than just scheduling campaigns.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Computer Software Company
14%
Manufacturing Company
8%
Healthcare Company
7%
Educational Organization
57%
Computer Software Company
7%
Financial Services Firm
5%
Manufacturing Company
4%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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.
What do you like most about Salesforce Marketing Cloud?
Datorama is part of Salesforce Marketing Cloud, which is quite a valuable feature that provides customer analytics.
What needs improvement with Salesforce Marketing Cloud?
In the SMS area, it is not up to the mark, compared to what has been developed for email.
 

Also Known As

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

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
American Express, Financial Conduct Authority, KPN, Merck KGaA, Peterborough City Council, The Chapar, ADP, Financial Times, Stanley Black & Decker, SureFlap, Western Union, Philips
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: April 2025.
849,190 professionals have used our research since 2012.