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."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."
"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."
"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."
"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."
"If you want to be able to communicate with your client using email, WhatsApp, and push notifications, know if the client opened the communication or not, and create and automate their journey, Marketing Cloud is very good."
"The notification system for customer alerts, including the integration of various communication channels such as email, SMS, and mobile push, is excellent."
"It is easy to use."
"The most valuable of Salesforce Marketing Cloud is seeing the customer's journey."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"The solution is user-friendly."
"It is a great solution. I like its stability, scalability, and performance."
"We use Marketing Cloud for marketing campaigns and engaging customers. It is a business-focused application for a specific area of business, which is acquiring customers."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"If you have hundreds of books, the initial download is slow."
"inContact should offer a way to send faxes."
"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."
"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."
"We'd like to see more integrations with third-party products."
"The solution can have a better UI. Salesforce Marketing Cloud should consider making its solution more robust for error handling."
"In terms of marketing, I don't think Salesforce invests the same level of intensity in promoting Marketing Cloud...Pricing is a concern and needs improvement, as some customers find the product a bit too expensive."
"Technical support is good but could be faster, maybe more knowledgeable, and more customer friendly."
"Salesforce Marketing Cloud is expensive. The email functionality should be more modern and user-friendly."
"Salesforce could benefit by implementing further integration with more platforms."
"I've noticed on one-to-one leads, the customer objection option is not available."
"User management could be better."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 51 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 Zendesk, whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
We monitor all Workforce Engagement Management 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.
