We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"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."
"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."
"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."
"The automation is great. It saves us a lot of time and it makes us move faster."
"The most valuable features of Salesforce are the automation and the ability to create dashboards which provide a wider picture of what is going on."
"It makes it easy for a business to use any module based on their preference."
"The most valuable of Salesforce Marketing Cloud is seeing the customer's journey."
"Marketing Cloud has improved our productivity and our team enjoy using it."
"It is a great solution. I like its stability, scalability, and performance."
"It is a stable solution...It is a scalable solution...I rate the technical support a ten out of ten."
"Salesforce allows for the integration of different data sources."
"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."
"One of the biggest missing pieces is a link checker."
"It could improve the quality of calls."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"If you have hundreds of books, the initial download is slow."
"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."
"The customization of Salesforce, a generic CRM software, has room for improvement."
"Salesforce Marketing Cloud could improve by having more graphical options because a lot of tables are now only numbers and percentages and data. I prefer graphs, lines, and pie charts. I know there are ways to receive this from Salesforce Marketing Cloud. It doesn't play a huge role in my daily work to invest the time to figure it out. I feel that it would be time wasted. They could make the graphical options easier to find and use in the future."
"There could be easier tools to configure the product and to create landing pages to better handle large data sets."
"The general setup and understanding of how to use it can be improved. There should be easier self-service for setting up dashboards. Currently, we have someone setting them up for us. I wish it was easier."
"An additional feature needed would be better capacity for personalization."
"The UA could be better designed for a mobile connection."
"We need a development environment for Marketing Cloud. Currently, there is no development environment for this solution. Other Salesforce products, such as Sales and Service Cloud, have a development environment in which the developers can do some things and then post them in production. Currently, everything happens in the production for Marketing Cloud. There is only one environment, and the developers and the end-users have to work in the same environment, which seems to be challenging. If Salesforce can bring a developer environment for Marketing Cloud, it will be good."
"When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. NICE CXone is rated 8.2, while Salesforce Marketing Cloud is rated 8.4. 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". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson , whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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