IBM SmartCloud Control Desk vs NICE CXone comparison

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Executive Summary

We performed a comparison between IBM SmartCloud Control Desk and NICE CXone based on real PeerSpot user reviews.

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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution has been stable.""SLA integrations, reports, and integration with other applications are the most valuable.""What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them.""The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us.""The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one.""The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.""In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in.""The solution is very easy to work with."

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"We are able to see the calls in queue and able to see if someone is available or not.""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.""Customer support is terrific. The team is personable, informed, and responsive.""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 has the ability to edit the HTML, as well as the WYSIWYG.""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."

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Cons
"The solution lacks a graphical user interface.""It could use more facility or flexibility for reporting, and business intelligence in the tool.""What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk.""Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.""The reporting in relation to updating could be improved upon.""Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user.""The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends.""The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."

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"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.""One of the biggest missing pieces is a link checker.""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.""I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.""MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing.""inContact should offer a way to send faxes.""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."

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Pricing and Cost Advice
  • "It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
  • "The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
  • "The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."
  • More IBM SmartCloud Control Desk Pricing and Cost Advice →

  • "We had a custom setup that cost us some money."
  • More NICE CXone Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset… more »
    Top Answer:The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a… more »
    Top Answer:What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most… more »
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    Ranking
    21st
    out of 59 in Help Desk Software
    Views
    632
    Comparisons
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    Rating
    8.0
    Views
    805
    Comparisons
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    Also Known As
    SmartCloud Control Desk
    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
    IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

    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
    St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm12%
    Energy/Utilities Company8%
    Government8%
    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
    REVIEWERS
    Small Business67%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise7%
    Large Enterprise66%
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    IBM SmartCloud Control Desk is ranked 21st in Help Desk Software with 9 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. IBM SmartCloud Control Desk is rated 7.6, while NICE CXone is rated 8.2. The top reviewer of IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". 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". IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Management and SymphonyAI IT Service Management, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9.

    We monitor all Help Desk 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.