We performed a comparison between Atlassian Confluence and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."Atlassian Confluence's most valuable features are the ease in which you can use the tool, the flexibility in creating folder structures, receiving notifications in case others put remarks on the documents, and working together on documents."
"It's easy to search for information."
"The most beneficial aspect is real-time collaboration, allowing multiple users to work on the same documents simultaneously."
"Collaboration is most valuable. You can upload or create your documents on Confluence and share them with your team members. Your team members also can share documents."
"As for valuable features, the team management features help us to share information very easily."
"The integration's very good. You still have integration with lots of third party products, and it's very good."
"The best feature is document management."
"Atlassian Confluence is flexible and allows adding different types of context on the page and connecting a hypertext, like a web page, without a source."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"We are able to see the calls in queue and able to see if someone is available or not."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"In the next release, I would like to have the ability to import pictures."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"There is room for improvement in terms of pricing."
"The scalability for larger companies could be improved."
"The search function is not great."
"I would like Confluence to include the ability to draw flowcharts and diagrams."
"There is no concept of peer review or a draft mode - whatever you write is live."
"The UX is a little bit all over the place."
"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."
"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."
"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."
"inContact should offer a way to send faxes."
Earn 20 points
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while NICE CXone is ranked 10th in Knowledge Management Software. Atlassian Confluence is rated 8.2, while NICE CXone is rated 8.2. The top reviewer of Atlassian Confluence writes "Good usability, helpful community support, and facilitates well-structured documentation ". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Zendesk, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, ServiceNow and Cisco Webex Contact Center.
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