We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
"The most valuable feature of Salesforce Marketing Cloud is the reporting engine. Reports are very good and easy to build."
"Marketing Cloud has improved our productivity and our team enjoy using it."
"It's a software-as-a-service solution. Everything is managed centrally from the cloud. As far as I can tell, installation is relatively simple."
"The ability to automate processes is one of the most valuable features of Salesforce. This sets it part from other systems. We use the journey builder to design a fully automated journey."
"We use Marketing Cloud for marketing campaigns and engaging customers. It is a business-focused application for a specific area of business, which is acquiring customers."
"It is easy to use."
"It is a great solution. I like its stability, scalability, and performance."
"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."
"One of the biggest missing pieces is a link checker."
"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."
"It could improve the quality of calls."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"The product could use a little bit of BI in the sense of rule-based building."
"The data extension tools are not very user-friendly."
"The dashboards should be more intuitive, as there are far too many items on them. You're not always sure what you're looking for."
"The quality of support for this solution has been decreasing over time and the support team are sometimes more focused on closing tickets that resolving issues. Often the support team is not well trained or aware of the new features or products released by Salesforce."
"The encryption and decryption have room for improvement."
"If you want to use advanced features in Salesforce Marketing Cloud, they are extremely difficult to use."
"The main action I want to do in Salesforce Marketing Cloud is to export data into Excel and use it. My company may have that feature locked down, or if the Excel data exporting function still isn't available in Salesforce Marketing Cloud, that's the feature I want."
"The customization of Salesforce, a generic CRM software, has room for improvement."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. NICE CXone is rated 8.2, while Salesforce Marketing Cloud is rated 8.4. 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". On the other hand, the top reviewer of Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson , whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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