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 12.8% mindshare in the category. Salesforce is ranked #1 in SC , with an average rating of 8.6, and holds a 11.7% 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

620 Views
468 Comparison Views

96% willing to recommend

Salesforce Marketing Cloud

Read 54 Salesforce Marketing Cloud reviews

340 Views
219 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: November 2024).

Buyer's Guide

Workforce Engagement Management

November 2024

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Helped 824,067 peers since 2012

Categories and Ranking

NICE CXone

Average Rating

8.2

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (2nd), Knowledge Management Software (6th), Contact Center as a Service (CCaaS) (6th)

Salesforce Marketing Cloud

Average Rating

8.4

Reviews Sentiment

7.4

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 12.8%, up 9.3% compared to last year.
Salesforce Marketing Cloud, on the other hand, focuses on Social CRM, holds 11.7% mindshare, up 11.1% since last year.

Workforce Engagement Management

Social CRM

Featured Reviews

James Arvidson

Managing Partner at CX Partners Inc

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

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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Quotes from Members

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

Pros

"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."

"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."

"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."

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

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

"The most valuable feature is the ability to get quotes out in a timely manner."

"I like the user interface it has a nice look and feel."

"The most valuable feature is the 'Accelerators', which are expert-taught subject matter webinars on items such as personalization of emails and SMS to contacts and prospects."

"The most valuable of Salesforce Marketing Cloud is seeing the customer's journey."

"The most valuable features of Salesforce are the automation and the ability to create dashboards which provide a wider picture of what is going on."

"The automation is great. It saves us a lot of time and it makes us move faster."

"Offers many great features and is intuitive."

More Salesforce Marketing Cloud pros

Cons

"If you have hundreds of books, the initial download is slow."

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

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

"It could improve the quality of calls."

"inContact should offer a way to send faxes."

"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."

"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."

"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."

More NICE CXone cons

"This solution could be more user-friendly."

"It's a very good solution, but the way the prices are structured is not always good, and I feel like that is a problem."

"The data extension tools are not very user-friendly."

"There is a lot of room for improvement in Salesforce Marketing Cloud's dashboards and the visualization of information in each journey."

"In a future release, adding end-user personalization would be a benefit."

"We have struggled to get resolution of support tickets from the Salesforce team."

"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."

"Salesforce Marketing Cloud should provide some debugging facilities for every user."

More Salesforce Marketing Cloud cons

Pricing and Cost Advice

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

"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."

"The solution is a bit expensive."

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

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

"The solution is paid for monthly."

"We have two types of licensing. We have a yearly license for end users and we have a concurrent login for selling."

"It is a license per user."

"Salesforce is an expensive solution."

More Salesforce Marketing Cloud pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.

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824,067 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

13%

Healthcare Company

10%

Manufacturing Company

Educational Organization

58%

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...

See all answers

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?

I would like to see more ways to accomplish specific tasks. Instead of having one set method, there should be multiple options available. Additionally, sometimes the integration between Salesforce ...

See all answers

Comparisons

Genesys Cloud CX vs NICE CXone

Compared 17% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 11% of the time

Nuance IVR vs NICE CXone

Compared 11% of the time

Cisco Unified Contact Center Express vs NICE CXone

Compared 3% of the time

More NICE CXone Competitors

Marketo vs Salesforce Marketing Cloud

Compared 22% of the time

Oracle Eloqua vs Salesforce Marketing Cloud

Compared 12% of the time

SAP Marketing Cloud vs Salesforce Marketing Cloud

Compared 11% of the time

HubSpot Marketing Hub vs Salesforce Marketing Cloud

Compared 10% 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

December 2024

Download NICE CXone product report

Buyer's Guide

Salesforce Marketing Cloud

November 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

November 2024

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Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: November 2024.

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824,067 professionals have used our research since 2012.

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