Answerbase vs NICE CXone comparison

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44 views|37 comparisons
NICE Logo
126 views|94 comparisons
Executive Summary

We performed a comparison between Answerbase 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.
To learn more, read our detailed Knowledge Management Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "We had a custom setup that cost us some money."
  • More NICE CXone Pricing and Cost Advice →

    Ranking
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    44
    Comparisons
    37
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    Rating
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    Views
    126
    Comparisons
    94
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    Buyer's Guide
    Knowledge Management Software
    March 2024
    Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.
    Comparisons
    Also Known As
    NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
    Learn More
    Overview
    Answerbase is a user-friendly knowledge management platform for online self-service customer support and e-commerce. It allows users to ask questions, receive quality answers, and browse helpful content and articles to effectively meet the information demands of your customers about your products and services. Each system comes with easy-to-use administration and moderation tools to customize, manage and grow an engaging platform that saves your business time and resources by reducing duplicate inquiries. Advanced features like moderation, user group management (giving users the appropriate content access and functional permissions), actionable content insights, collaboration notes, answer drafting and private question management give administrators the tools they need to effectively manage all of your content, users and access. Businesses have the ability to enable or disable community Q&A capabilities, giving you the ability to effectively leverage the expertise of your customers, product evangelists, and other industry experts. Allow select experts and thought leaders to answer questions, maintain a profile, vote on the quality of answers and be recognized for their contributions on leader boards with reputation points, badges and highlighted areas of expertise. Answerbase’s white-labeled platform allows you to easily customize the look and feel of your site. Simply add your logo and select a color scheme for your site for a quick setup, or use the advanced tools to add your own header, footer, CSS, and more, for full control over your platform's design and navigation. Widget builders and API’s empower you to accomplish even the most sophisticated integrations or even build your own Answerbase-powered Q&A applications. Answerbase Enterprise allows for 100% custom adaptations and developments to take whatever ideas, new functionalities or integration requirements you may have and make them a reality. Our knowledgeable team will manage setup, integration, and provide web-based education and training to make sure your team has all the tools and information they need to successfully manage and grow your site.

    NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

    The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

    • Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
    • Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
    • Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
    • Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

    Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

    CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

    Sample Customers
    AutoTrader, Adobe, Sagicor, ABB, IEEE, Angie's List, General Mills, Edmunds.com, Dartmouth, eCornell, and many more.
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Top Industries
    No Data Available
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    Company Size
    No Data Available
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    Buyer's Guide
    Knowledge Management Software
    March 2024
    Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Answerbase is ranked 18th in Knowledge Management Software while NICE CXone is ranked 9th in Knowledge Management Software. Answerbase is rated 0.0, while NICE CXone is rated 8.2. 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". Answerbase is most compared with Alfresco, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9.

    See our list of best Knowledge Management Software vendors.

    We monitor all Knowledge Management Software 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.