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 solution helped us to see where we were going wrong and where we were doing good, and that helped us to make proper decisions"
"I think that it is one of the best products on the market from my experience."
"The interface is good....I didn't face any issues with the scalability. It was very good."
"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."
"We value the way we can tag documentation to Jira because we can cross-reference a Jira ticket to a Confluence page, and we can also add a Confluence page to a Jira ticket."
"For me, the most valuable feature is its high performance. It's crucial for us in the bank, as we handle a massive number of transactions every day."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"Customer support is terrific. The team is personable, informed, and responsive."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"I have a couple of different pipelines that I work with. However, I'd like to see them displayed differently on the same dashboard. So, I would like to have a unified dashboard to view the different pipelines."
"It lacks ease of integration."
"The cost of the solution is too high."
"Confluence could incorporate stronger records management and automation features. The current management structure is too open, which becomes an issue."
"There is room for improvement in maybe the tree structure for articles. If you have a lot of articles, it becomes difficult to navigate."
"They can improve the table feature of Confluence. It is currently not adequate."
"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."
"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."
"One of the biggest missing pieces is a link checker."
"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."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
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, Office 365, Microsoft OneDrive, 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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