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 ease of use has been one of the most valuable features. It has a very simple wiki."
"The trial stages, the ability to connect it to Jira, and the ability to export in PDF are all good capabilities."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"It is a very popular tool."
"This is a scalable solution that supports thousands of users."
"With Confluence, everything is in one place, so it's easy to find documentation."
"The best feature is document management."
"The solution is very intuitive and provides excellent content management."
"We are able to see the calls in queue and able to see if someone is available or not."
"Customer support is terrific. The team is personable, informed, and responsive."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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 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."
"We would like there to be more advanced data manipulation features available in this solution, such as creating more complex charts, and a column freezing option."
"There are some issues with performance when creating tables."
"The user interface could be improved."
"The search function is not great."
"The product should have a workflow with approvals out-of-the-box."
"I would like to see the text editor upgraded from its current limited abilities."
"RAM usage seems to be higher than it should be."
"They can improve the table feature of Confluence. It is currently not adequate."
"One of the biggest missing pieces is a link checker."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"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."
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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