NICE CXone vs Salesforce Marketing Cloud comparison

The compared NICE and Salesforce solutions aren't in the same category. NICE is ranked #4 in CCO , with an average rating of 8.0, and holds a 10.7% mindshare in the category. Salesforce is ranked #1 in SC , with an average rating of 8.4, and holds a 11.0% mindshare. Additionally, 96% of NICE users are willing to recommend the solution, compared to 98% of Salesforce users who would recommend it.

NICE CXone

Read 12 NICE CXone reviews

671 Views
493 Comparison Views

96% willing to recommend

Salesforce Marketing Cloud

Read 53 Salesforce Marketing Cloud reviews

363 Views
227 Comparison Views

98% willing to recommend

NICE CXone

Salesforce Marketing Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management.

To learn more, read our detailed Workforce Engagement Management Report (Updated: October 2024).

Buyer's Guide

Workforce Engagement Management

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

NICE CXone

Average Rating

8.2

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (3rd), Knowledge Management Software (7th), Contact Center as a Service (CCaaS) (7th)

Salesforce Marketing Cloud

Average Rating

8.4

Number of Reviews

Ranking in other categories

Social CRM (1st), Marketing Automation (1st), Marketing Management (1st), Social Media Management Solutions (1st)

Mindshare comparison

NICE CXone and Salesforce Marketing Cloud aren’t in the same category and serve different purposes. NICE CXone is designed for Workforce Engagement Management and holds a mindshare of 10.7%, up 8.9% compared to last year.
Salesforce Marketing Cloud, on the other hand, focuses on Social CRM, holds 11.0% mindshare, up 10.8% since last year.

Workforce Engagement Management

Social CRM

Featured Reviews

James Arvidson

Managing Partner at CX Partners Inc

Sep 6, 2024

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.

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SantoshKrishna

Director at BMO Financial

Apr 7, 2023

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.

Read full review

Quotes from Members

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

Pros

"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."

"Being able to listen in on a call, which is exceptionally good with training."

"We are able to see the calls in queue and able to see if someone is available or not."

"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."

"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 use Marketing Cloud for marketing campaigns and engaging customers. It is a business-focused application for a specific area of business, which is acquiring customers."

"We use this solution for reporting, pipeline generation, and forecasting."

"It is a great solution. I like its stability, scalability, and performance."

"I like that I can constantly add leads to Salesforce Marketing Cloud and look at accounts there. I also like that the solution lets me set up meetings."

"The solution is user-friendly."

"The most valuable feature of Salesforce Marketing Cloud is the seamless conversion of lead to opportunity, in relation to orders is good. That seamless connection is beneficial and simple."

"I think the product's best feature is its analytics, as that's where customers derive value. The second thing is its ease of implementation."

"It is easy to use."

More Salesforce Marketing Cloud pros

Cons

"inContact should offer a way to send faxes."

"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."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"One of the biggest missing pieces is a link checker."

"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."

"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."

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

More NICE CXone cons

"We'd like to see more integrations with third-party products."

"When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved."

"There could be easier tools to configure the product and to create landing pages to better handle large data sets."

"Salesforce Marketing Cloud is expensive. The email functionality should be more modern and user-friendly."

"The majority of my clients are happy, but when it comes to the CDP of Salesforce, the client gets confused. They have no clue that Salesforce has a CDP platform too. If my clients want to go ahead with the same vendor, Salesforce, they get confused about the different marketing suites which are available. There is no clear marketing done for the suites available for the clients, this is where the client is facing the real challenges."

"We would like an improvement to the 'Einstein Engagement Frequency'; the optimal range of emails that our subscribers will engage with."

"Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly."

"The cost is always a concern for anyone using a SaaS product."

More Salesforce Marketing Cloud cons

Pricing and Cost Advice

"We had a custom setup that cost us some money."

"Its licensing is on an annual basis. Customers are okay with its licensing cost, and they don't find it expensive."

"Licensing fees are paid on a yearly basis."

"We did a yearly license. We negotiated and got a great deal. I don't think we would have gotten far with the regular price, but they negotiated, so it was worth that."

"Salesforce is an expensive solution."

"Salesforce Marketing Cloud is affordable, considering the significant improvements it brings to our campaign results."

"It is a license per user."

"Salesforce Marketing Cloud is a highly expensive solution, it needs to be less expensive. We are on an annual license to use the solution."

"It's normal pricing."

More Salesforce Marketing Cloud pricing and cost advice

See which vendors are best for you

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814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

12%

Healthcare Company

10%

Manufacturing Company

Educational Organization

54%

Computer Software Company

Financial Services Firm

Manufacturing Company

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...

See all answers

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...

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What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

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.

See all answers

What is your experience regarding pricing and costs for Salesforce Marketing Cloud?

The solution's pricing is very high and should be more flexible for smaller companies.

See all answers

What needs improvement with Salesforce Marketing Cloud?

Salesforce Marketing Cloud should provide some debugging facilities for every user. Apart from Data Views, nothing is available for debugging purposes. I cannot check for any errors or status behin...

See all answers

Comparisons

Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Nuance IVR vs NICE CXone

Compared 14% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

Amazon Connect vs NICE CXone

Compared 4% of the time

More NICE CXone Competitors

Marketo vs Salesforce Marketing Cloud

Compared 21% of the time

Oracle Eloqua vs Salesforce Marketing Cloud

Compared 13% of the time

HubSpot Marketing Hub vs Salesforce Marketing Cloud

Compared 11% of the time

SAP Marketing Cloud vs Salesforce Marketing Cloud

Compared 11% of the time

Amazon Pinpoint vs Salesforce Marketing Cloud

Compared 7% of the time

More Salesforce Marketing Cloud Competitors

Product Reports

Buyer's Guide

NICE CXone

October 2024

Download NICE CXone product report

Buyer's Guide

Salesforce Marketing Cloud

October 2024

Download Salesforce Marketing Cloud product report

Also Known As

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

ExactTarget

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NICE

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Salesforce

Overview

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

Salesforce Marketing Cloud is a comprehensive marketing automation platform that enables businesses to create personalized and targeted marketing campaigns across multiple channels.

With its robust set of tools and features, marketers can easily manage and automate their email marketing, social media advertising, mobile messaging, and customer journey mapping.

The platform offers advanced segmentation capabilities, allowing marketers to segment their audience based on various criteria and deliver tailored messages to each segment.

Additionally, Salesforce Marketing Cloud provides powerful analytics and reporting features, enabling marketers to track the performance of their campaigns and make data-driven decisions.

With its user-friendly interface and seamless integration with other Salesforce products, Marketing Cloud offers a seamless and efficient marketing automation solution for businesses of all sizes.

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

Buyer's Guide

Workforce Engagement Management

October 2024

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