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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 (4th), 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 13.5%, up 8.8% compared to last year.
Salesforce Marketing Cloud, on the other hand, focuses on Social CRM, holds 12.7% mindshare, up 10.8% 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

"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"Customer support is terrific. The team is personable, informed, and responsive."
"We are able to see the calls in queue and able to see if someone is available or not."
"Being able to listen in on a call, which is exceptionally good with training."
"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's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple."
"It is easy to send emails and SMS's."
"Its ability to integrate data and provide a comprehensive view of customer engagement sets it apart."
"Salesforce Marketing Cloud's journey builder is very easy to handle and quickly sets up a journey for clients who use a lot of communication."
"It is straightforward to set up."
"We have found the solution to be scalable."
"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."
"The notification system for customer alerts, including the integration of various communication channels such as email, SMS, and mobile push, is excellent."
 

Cons

"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."
"inContact should offer a way to send faxes."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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 could improve the quality of calls."
"The pricing is a bit high."
"The encryption and decryption have room for improvement."
"Salesforce Marketing Cloud is expensive. The email functionality should be more modern and user-friendly."
"An additional feature needed would be better capacity for personalization."
"They can perhaps simplify the dashboards. In my opinion as an end-user, reports could also be simplified, but it also depends on how your company is set up. It depends on how the processes are set up within your company natively. It is linked to the way you do business. So, it varies."
"The performance is sometimes sluggish, but I think that's to be expected with a heavy CRM tool because they're running reports in real-time on the data that you have entered."
"In a future release it would be great to have the ability to connect the data from social media and email marketing and have it in one dashboard."
"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."
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
"This solution is priced in the medium to high price range."
"The solution is paid for monthly."
"The licensing cost for the solution is on a yearly basis."
"The solution's pricing is very high and should be more flexible for smaller companies."
"Salesforce has different versions of the solution and some are more suitable for smaller clients. However, Salesforce is 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."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Computer Software Company
15%
Healthcare Company
9%
Manufacturing Company
7%
Educational Organization
60%
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: February 2025.
837,501 professionals have used our research since 2012.