We performed a comparison between Cherwell Service Management and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"One of the biggest missing pieces is a link checker."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"If you have hundreds of books, the initial download is slow."
"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 could improve the quality of calls."
"inContact should offer a way to send faxes."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
Earn 20 points
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Cherwell Service Management is rated 7.2, while NICE CXone is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". 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". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
We monitor all IT Service Management (ITSM) 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.
