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."The templates are a valuable feature. You can make templates. There is a space inside where you can create pages. When you use the template, the page auto-generates text and images. You do not have to think about the structure of your page as well, which I think is a very good thing for a user. Because usually when you're in front of a blank page, it can be a bit dreadful to know where to start."
"What I find the most valuable about Confluence is how easy it is to use."
"What's most valuable to me in Atlassian Confluence is that it allows the concurrent development of documentation. I also like how you can add comments offline and implement changes directly on the document."
"The ease of use has been one of the most valuable features. It has a very simple wiki."
"The initial setup is very easy."
"Confluence is easy to use and integrate with other solutions, including social media platforms."
"As for valuable features, the team management features help us to share information very easily."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"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."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"The user interface is a little bit stale. The file attachments and how they work could be improved. There is also room for improvement when it comes to CDNs."
"I think the couple of improvement areas would be around Markdown support and support for adding code."
"We would like there to be more advanced data manipulation features available in this solution, such as creating more complex charts, and a column freezing option."
"Atlassian needs to provide the source editor or a built-in plugin."
"In the next release, I would like to have the ability to import pictures."
"Atlassian Confluence could improve the stability, there are timeouts sometimes."
"The flexibility and simplicity of this solution could be improved. We would also like the ability to add plugins."
"I would like to see more macros provided by the company included in the license."
"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."
"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."
"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."
"It could improve the quality of calls."
"One of the biggest missing pieces is a link checker."
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, Cisco Webex Contact Center and ServiceNow.
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