We performed a comparison between NICE CXone and Workplace by Facebook based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"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."
"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."
"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."
"The solution is used as a knowledge platform for sharing knowledge and information that everybody can easily access."
"Storage is the best thing about the solution."
"A full-featured collaboration tool that is as easy to use as Facebook."
"The product was easy to use."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"If you have hundreds of books, the initial download is slow."
"One of the biggest missing pieces is a link checker."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"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."
"The conferencing feature does not work well with multiple parties or locations."
"The implementation could be made easier."
"There needs to be a restriction on who can download content."
"The product should allow users to assign tasks and automate processes."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Workplace by Facebook is ranked 9th in Enterprise Social Software with 4 reviews. NICE CXone is rated 8.2, while Workplace by Facebook is rated 8.0. 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 Workplace by Facebook writes "A scalable and easy-to-use solution that can be used for internal communication and storage". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Workplace by Facebook is most compared with Yammer and SharePoint.
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