We performed a comparison between HCL Connections and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Atlassian, Liferay and others in Corporate Portals (Enterprise Information Portals)."The most valuable feature is the Activity flow that is used to catch new activities."
"Stability-wise, I rate the solution a nine out of ten...Scalability-wise, I rate the solution a nine out of ten."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"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."
"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."
"The support is an area where the product can improve...If you are having an issue on a Monday, the support personnel will contact you next Monday."
"The inclusion of a file plugin for Windows Explorer would make it easier to use."
"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."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"It could improve the quality of calls."
"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."
"inContact should offer a way to send faxes."
Earn 20 points
HCL Connections is ranked 6th in Corporate Portals (Enterprise Information Portals) with 55 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. HCL Connections is rated 8.2, while NICE CXone is rated 8.2. The top reviewer of HCL Connections writes "Provides potent document sharing with good integration with the Microsoft desktop and smartphones". 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". HCL Connections is most compared with Skype for Business, SharePoint, Microsoft Teams, Yammer and Microsoft Office SharePoint Server, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
We monitor all Corporate Portals (Enterprise Information Portals) 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.
