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 most valuable features of Atlassian Confluence are version management and search and linkage to the JIRA tickets. They are integrated very well together. You can have links from many places and can easily jump from one to the other. If you want to find all the information about a topic, you only need to click and you receive the information."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"The most valuable feature is the accessibility from different sites for different colleagues and the search option."
"The scalability is enough for our use cases. It covers all our needs."
"The most beneficial aspect is real-time collaboration, allowing multiple users to work on the same documents simultaneously."
"It is a very popular tool."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"We are able to see the calls in queue and able to see if someone is available or 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."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"In the next release, I would like to have the ability to import pictures."
"Atlassian should rethink its withdrawal of the self-hosted version of the product. They only offer cloud-based service or the "datacenter-edition", which is quite expensive for small companies and private users."
"When we import the data in Confluence from Word or any other document, the formatting is not correct."
"There needs to be a flexible pricing model, where we can pick and choose services and customize our pricing model."
"There is no concept of peer review or a draft mode - whatever you write is live."
"The way Atlassian Confluence handles tickets could be improved."
"When you are creating a table in Confluence, there is no tool to export it into Excel sheet for quick references. We can only export it as an a PDF file, but not into an editable file."
"I would like to see integration with Slack."
"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 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."
"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."
"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."
"inContact should offer a way to send faxes."
"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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