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)."Self-service interface means people can check their own tickets."
"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."
"Time sheets are a powerful tool."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The view it provides into who's doing the work."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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 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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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 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."
"Being able to listen in on a call, which is exceptionally good with training."
"One area that this product can improve is in the mobile user aspect."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"They should enhance the service desk manager's service point function to be more customizable."
"We would like more information about all the configurations that we have on our infrastructure side."
"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."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Compared to some of the other products, I think we are bit behind."
"One of the biggest missing pieces is a link checker."
"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."
"It could improve the quality of calls."
"If you have hundreds of books, the initial download is slow."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
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.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
