NICE CXone vs Oracle Beehive comparison

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805 views|551 comparisons
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164 views|114 comparisons
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""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.""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."

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"This solution has automated protection from downtime. High-availability is built into every component, and the backups are completely automated.""We have really high level of services, performance, availability, and it is stable. Everything works together really well."

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Cons
"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.""inContact should offer a way to send faxes.""One of the biggest missing pieces is a link checker.""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.""If you have hundreds of books, the initial download is slow.""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."

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"The price of licenses is high and should be improved."

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Pricing and Cost Advice
  • "We had a custom setup that cost us some money."
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    Also Known As
    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
    Beehive
    Learn More
    Overview

    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.

    Oracle Beehive provides an integrated set of communication and collaboration services built on a single scalable, secure, enterprise-class platform. Beehive allows users to access their collaborative information through familiar tools while enabling IT to consolidate infrastructure and implement a centrally managed, secure, and compliant collaboration environment built on Oracle technology.

    Sample Customers
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Oracle
    Top Industries
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm10%
    Manufacturing Company8%
    Comms Service Provider8%
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise12%
    Large Enterprise68%

    NICE CXone is ranked 4th in Workforce Engagement Management while Oracle Beehive is ranked 19th in Enterprise Social Software. NICE CXone is rated 8.2, while Oracle Beehive is rated 9.6. 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 Oracle Beehive writes "Has an excellent Database Management System and high level of services, performance, and availability". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9, whereas Oracle Beehive is most compared with .

    We monitor all Workforce Engagement Management 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.