We performed a comparison between Clarity SM and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Scalability is very good. We have scaled to more users and more functionality."
"As of late, I really like the BI functions."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"It's fairly easy to use, from a UI standpoint."
"The in-service catalog is quite useful."
"This product has so many adjustment possibilities for many different clients."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Logging every action in Service Desk Manager (SDM)."
"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."
"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."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"There are some issues regarding the knowledge base and the configuration manager."
"We would like more information about all the configurations that we have on our infrastructure side."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"It could improve the quality of calls."
"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."
Earn 20 points
Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Clarity SM is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". 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". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, ServiceNow and Cisco Webex Contact Center.
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