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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:
 

Categories and Ranking

NICE CXone
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), 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
55
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.

Quotes from Members

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

Pros

"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."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
"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."
"In Salesforce Marketing Cloud, the ability to send emails effectively is very valuable."
"The most valuable feature of Salesforce Marketing Cloud is the ability to sell the products we have made to customers. Overall the solution is very useful for business."
"The tool's most valuable feature is its automation. We can integrate data with the Salesforce hub. Its Einstein feature tells us whether our campaigns are on the right track. It also helps with ideas."
"Email Studio is one of the core parts of Salesforce Marketing Cloud."
"Salesforce is constantly evolving and have a good release cycle."
"Offers many great features and is intuitive."
 

Cons

"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"Salesforce could benefit by implementing further integration with more platforms."
"The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
"There could be easier tools to configure the product and to create landing pages to better handle large data sets."
"The technicality of the solution can be streamlined."
"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."
"The encryption and decryption have room for improvement."
"I've noticed on one-to-one leads, the customer objection option is not available."
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
"Salesforce is an expensive solution."
"The solution's pricing is very high and should be more flexible for smaller companies."
"We have two types of licensing. We have a yearly license for end users and we have a concurrent login for selling."
"Salesforce Marketing Cloud is a highly expensive solution, it needs to be less expensive. We are on an annual license to use the solution."
"This is a low cost solution suited to larger organizations."
"I don't know if my company pays for Salesforce Marketing Cloud monthly or yearly. It's a SaaS, so it's a recurring cost, but I have no information on its price."
"My company pays to use this solution."
"Salesforce Marketing Cloud is affordable, considering the significant improvements it brings to our campaign results."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Computer Software Company
15%
Manufacturing Company
8%
Healthcare Company
7%
Educational Organization
59%
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: March 2025.
844,944 professionals have used our research since 2012.