NICE CXone vs Salesforce Service Cloud comparison

NICE and Salesforce are both solutions in the Knowledge Management Software category. NICE is ranked #6 with an average rating of 8.0, while Salesforce is ranked #3 with an average rating of 8.4. NICE holds a 4.7% mindshare in KMS, compared to Salesforce’s 5.3% mindshare. Additionally, 96% of NICE users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

NICE CXone

Read 12 NICE CXone reviews

124 Views
94 Comparison Views

96% willing to recommend

Salesforce Service Cloud

Read 51 Salesforce Service Cloud reviews

96 Views
80 Comparison Views

96% willing to recommend

NICE CXone

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 17, 2025

Salesforce Service Cloud and NICE CXone are competing in the customer service platform category, with NICE CXone having an edge due to its comprehensive contact center features.

Features: Salesforce Service Cloud emphasizes seamless CRM integration, case management, and service analytics, which enhance connectivity and data usage within the Salesforce platform. It supports entitlement mapping and includes a service console for efficient case resolution. NICE CXone offers advanced contact center capabilities like omnichannel routing, workforce optimization, and AI-driven analytics, making it suitable for enterprises with comprehensive contact center needs.

Room for Improvement: Salesforce Service Cloud could improve its customization flexibility to match specific business processes without heavy reliance on coding. Enhancements in omnichannel capabilities would broaden its customer interaction management. More competitive contact center features are needed to compete with NICE CXone. NICE CXone could benefit from a more intuitive user interface, reducing training time. Streamlined integration with third-party applications would enhance its functionality. More cost-effective pricing options could be offered to increase accessibility for smaller businesses.

Ease of Deployment and Customer Service: Salesforce Service Cloud is known for its streamlined deployment within the Salesforce ecosystem and provides robust support tailored for Salesforce products. NICE CXone offers flexible cloud deployment, ensuring scalability and reliability. It provides extensive customer support for large-scale implementations, standing out for seamless scalability and tailored support.

Pricing and ROI: Salesforce Service Cloud offers a predictable pricing model, facilitating quicker ROI for Salesforce users through integration benefits. NICE CXone, while perceived as costlier, provides enhanced value with advanced capabilities, leading to a strong ROI for businesses emphasizing comprehensive interaction solutions.

To learn more, read our detailed NICE CXone vs. Salesforce Service Cloud Report (Updated: January 2025).

Buyer's Guide

NICE CXone vs. Salesforce Service Cloud

January 2025

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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

Ranking in Knowledge Management Software

6th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (2nd), Live Chat (3rd), Contact Center as a Service (CCaaS) (6th)

Salesforce Service Cloud

Ranking in Knowledge Management Software

3rd

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of February 2025, in the Knowledge Management Software category, the mindshare of NICE CXone is 4.7%, up from 4.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 5.3%, up from 2.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

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.

Read full review

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"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."

"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 has the ability to edit the HTML, as well as the WYSIWYG."

"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."

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

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"In terms of visibility to my boss and the team, it does help a lot."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"It is a stable product."

"There is an out-of-the-box feature for reporting and analytics"

More Salesforce Service Cloud pros

Cons

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

"It could improve the quality of calls."

"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."

"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."

"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."

"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."

More NICE CXone cons

"Salesforce Service Cloud's report functionality could be improved."

"There is room for improvement in pricing."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"The pricing of the solution can be made cheaper."

"The pricing for what Salesforce Service Cloud offers is not great."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"The solution's integration with the main ERP is a little cumbersome."

"The documentation could be improved."

More Salesforce Service Cloud cons

Pricing and Cost Advice

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

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is not a cheap product. It can be expensive."

"Salesforce Service Cloud is a bit expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"Salesforce Service Cloud is a highly expensive solution"

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The tool is pretty expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

15%

Healthcare Company

Manufacturing Company

Financial Services Firm

17%

Educational Organization

15%

Computer Software Company

14%

Manufacturing Company

11%

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 is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

Comparisons

Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 12% of the time

Nuance IVR vs NICE CXone

Compared 10% of the time

Amazon Connect vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 22% of the time

ServiceNow vs Salesforce Service Cloud

Compared 21% of the time

BSI vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 9% of the time

Vlocity vs Salesforce Service Cloud

Compared 8% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

NICE CXone

February 2025

Download NICE CXone product report

Buyer's Guide

Salesforce Service Cloud

January 2025

Download Salesforce Service Cloud product report

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

Service Cloud

Overview

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

NICE CXone vs. Salesforce Service Cloud

January 2025

Free Report: NICE CXone vs. Salesforce Service Cloud

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