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NICE CXone vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 17, 2025

Review summaries and opinions

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

ROI

Sentiment score
6.9
NICE CXone users cited over $200,000 ROI in the first year, praising AWS management for reduced infrastructure handling.
Sentiment score
7.5
Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
8.0
NICE CXone support is friendly and responsive, excelling in quick issue resolution despite occasional delays and time zone challenges.
Sentiment score
7.2
Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
Unless you have premium support, assistance is restricted.
 

Scalability Issues

Sentiment score
7.6
NICE CXone is praised for scalability, smooth performance, easy configuration, and handling large user numbers effectively, with minimal concerns.
Sentiment score
8.2
Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
7.5
NICE CXone is stable and reliable, with occasional minor issues, effectively resolved without impacting user productivity.
Sentiment score
8.2
Salesforce Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

NICE CXone needs interface improvements, better reporting, integration, customization, system stability, and enhanced training for user satisfaction.
Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

NICE CXone's pricing varies by contract, requiring careful cost evaluation and challenging content extraction for data migration.
Salesforce Service Cloud offers flexible pricing that can be expensive; negotiation can help optimize costs for enterprises.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
 

Valuable Features

NICE CXone enhances communication with WYSIWYG editing, omnichannel experience, real-time data, call routing, and customizable analytics.
Salesforce Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
 

Categories and Ranking

NICE CXone
Ranking in Knowledge Management Software
6th
Average Rating
8.2
Reviews Sentiment
7.8
Number of Reviews
13
Ranking in other categories
Workforce Engagement Management (3rd), IVR Systems (2nd), Live Chat (3rd), Contact Center as a Service (CCaaS) (6th)
Salesforce Service Cloud
Ranking in Knowledge Management Software
2nd
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (5th), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of NICE CXone is 5.2%, up from 4.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.8%, up from 2.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

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.
ChanchalSaxena - PeerSpot reviewer
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.
report
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848,716 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Computer Software Company
14%
Manufacturing Company
8%
Healthcare Company
7%
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
12%
Manufacturing Company
10%
 

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 is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
 

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

 

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
Find out what your peers are saying about NICE CXone vs. Salesforce Service Cloud and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.