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."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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"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."
"Marketing Cloud offers a 360 customers experience as it integrates with Service Cloud and Sales Cloud, the CRM portion of Salesforce. The different platforms integrate easily which makes it easy to manage customer communication using a single point of truth."
"The most valuable feature is the 'Accelerators', which are expert-taught subject matter webinars on items such as personalization of emails and SMS to contacts and prospects."
"It makes it easy for a business to use any module based on their preference."
"The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"It has excellent lead and opportunity tracking."
"I like that I can constantly add leads to Salesforce Marketing Cloud and look at accounts there. I also like that the solution lets me set up meetings."
"It's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple."
"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."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"One of the biggest missing pieces is a link checker."
"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 is a hassle, if you are busy and caught up with something, that it will log you out."
"When you use your iPhone or Android phone, Salesforce is not as user-friendly as it could be. That UX needs to be improved."
"In a future release it would be great to have the ability to connect the data from social media and email marketing and have it in one dashboard."
"User management could be better."
"I found that the tool is more complex than expected. It requires a deeper understanding to utilize its capabilities thoroughly."
"It's a very good solution, but the way the prices are structured is not always good, and I feel like that is a problem."
"If you want to use advanced features in Salesforce Marketing Cloud, they are extremely difficult to use."
"There could be easier tools to configure the product and to create landing pages to better handle large data sets."
"The technicality of the solution can be streamlined."
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.
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