We performed a comparison between Adobe Experience Manager and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, OpenText, Box and others in Enterprise Content Management."If you want to use content in a mobile application and you want the content in some other application, you can simply expose it from the CMS to different clients or different systems. It's easy. On top of that, the technology underlying AEM is open-source and is very powerful like Apache Sling and JCR."
"I've used several CMS tools, but Adobe Experience Manager is feature-rich, especially for web security and content management. It's more efficient to manage content on Adobe Experience Manager, and you can do a lot with it, such as updating content at any time, and on any platform, even from mobile or tablet. Adobe Experience Manager is still getting updated daily, and it's the best CMS tool in the market for me. I like that you can manage assets in Adobe Experience Manager. I also like that the solution has an analytics dashboard that shows you where the traffic comes from, how many clicks come from a specific location, the number of clicks and impressions, etc. Adobe Experience Manager can be accessed by other teams, for example, the digital media department of my company, so the solution can be used and updated per each team's requirement. Adobe Experience Manager is more than just a web developer tool, as it also allows visibility tracking and has other uses. I also like that the GUI for Adobe Experience Manager is straightforward and catchy. It has separate folders and icons, so using Adobe Experience Manager isn't tough. The solution is straightforward to use and handle."
"Easy to work with the solution."
"Adobe Experience Manager is quite a powerful product that you can use to design files and export them."
"I like the native applications such as Adobe Target, Adobe Analytics, and Adobe Experience Platform. Because of these, it's very easy to connect and obtain reports on how my website is doing, how many have visited it, how frequently, etc. The multiple publisher concept is one of the best parts of this solution."
"It is easy to learn. You don't need to be an advanced Java developer."
"Adobe Experience Manager is a content management system, and we use it to create and manage a website."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"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."
"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."
"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."
"I haven't seen any areas for improvement in Adobe Experience Manager as it's a full-fledged CMS tool, and Adobe is already working on enhancements for the solution. Adobe is working to make Adobe Experience Manager more valuable and easier to use for any user, even non-technical ones, through multiple components and templates. Day by day, Adobe provides the latest update to Adobe Experience Manager, and if my team needs any particular change, it just needs to be reported to the Adobe team. As Adobe Experience Manager has a broad scope and a lot of use cases and features, it's a solution that requires some time and effort from you in terms of learning, especially if you're implementing it for different clients, which could be an area for improvement."
"In comparison to other CMS products, Adobe Experience Manager is missing some capabilities such as proper versioning or a better versioning system and backend connectivity. If something is deleted in AEM, the user cannot recover it. You have to call technical support, and they will need to recover the whole instance. So, it's really difficult. For example, if you delete a page, you cannot recover it. There should be an option to recover it. In AEM, you have to go to the previous state of the instance itself or the virtual machine, and you have to restore everything, which is not good."
"Adobe Experience Manager's pricing could be improved."
"Tool-wise, the Adobe Experience Manager support team is not very responsive when the user face issues in AEM as a Cloud Service."
"The solution's pricing and stability could be improved."
"The latest trend is to render everything in the client-side framework. For example, SPA or single page application. This is a feature that needs improvement. The cloud deployment pipeline needs to be improved as well."
"Programming model could be improved, it's a monolithic solution."
"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."
"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."
"inContact should offer a way to send faxes."
"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."
"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
Adobe Experience Manager is ranked 7th in Enterprise Content Management with 16 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Adobe Experience Manager is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Adobe Experience Manager writes "A powerful product that can be used for user experience, product design, and user journeys". 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". Adobe Experience Manager is most compared with Adobe CQ5, Liferay Digital Experience Platform, WordPress, SharePoint and SDL Tridion DX, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
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