NICE CXone vs ServiceNow comparison

Read 214 ServiceNow reviews

13,326 Views
8,580 Comparison Views

91% willing to recommend

NICE CXone

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between NICE CXone and ServiceNow 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: October 2024).

Workforce Engagement Management

Download the complete report

Helped 814,649 peers since 2012

Categories and Ranking

NICE CXone

Average Rating

8.2

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (3rd), Knowledge Management Software (7th), Contact Center as a Service (CCaaS) (7th)

ServiceNow

Average Rating

8.4

Number of Reviews

214

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)

Mindshare comparison

NICE CXone and ServiceNow aren’t in the same category and serve different purposes. NICE CXone is designed for Workforce Engagement Management and holds a mindshare of 10.7%, up 8.9% compared to last year.
ServiceNow, on the other hand, focuses on IT Service Management (ITSM), holds 26.1% mindshare, down 27.4% since last year.

Workforce Engagement Management

IT Service Management (ITSM)

Featured Reviews

James Arvidson

Managing Partner at CX Partners Inc

Sep 6, 2024

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

Fabio QUINTANILHA

IT4IT Manager at L'Oreal

Jan 29, 2024

A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

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

"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."

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

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

"Customer support is terrific. The team is personable, informed, and responsive."

"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."

"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."

"The Workflow feature is the most valuable."

"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."

"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"The look and feel is a valuable benefit for adoption."

"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."

"There are many expansions available."

"I have found the workflows and integration the most valuable in this solution."

More ServiceNow pros

Cons

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"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."

"inContact should offer a way to send faxes."

"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."

"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."

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

More NICE CXone cons

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

"It's too complicated and there are too many options."

"Their cloud management is also not that great compared to other products."

"The solution's user experience could be improved concerning its UI and portals."

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"It's a little expensive compared to other tools."

"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."

"The contract module is quite rudimentary and doesn't support contract line items."

More ServiceNow cons

Pricing and Cost Advice

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

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"It is very expensive because it is a big organization. You have to pay for additional things."

"It has a higher cost compared to local/regional solutions."

"The licenses are expensive."

"The price of this solution is expensive."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

More ServiceNow 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.

See recommendations

814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

12%

Healthcare Company

10%

Manufacturing Company

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

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...

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.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

Genesys Cloud CX vs NICE CXone

Comparisons

Compared 16% of the time

Nuance IVR vs NICE CXone

Compared 14% of the time

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

Sprinklr vs NICE CXone

Compared 8% of the time

More NICE CXone Competitors

BMC Helix ITSM vs ServiceNow

Compared 9% of the time

Microsoft Power Apps vs ServiceNow

Compared 9% of the time

Pega Platform vs ServiceNow

Compared 8% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Appian vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

NICE CXone

Download NICE CXone product report

Download ServiceNow 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

No data available

Learn More

NICE

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.

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Workforce Engagement Management