We performed a comparison between NICE CXone and Oracle WebCenter based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."
"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."
"You can move workloads in between sub-servers so that you don't overload a portion of the server."
"A great solution for storing and searching large volumes of documents with easy access."
"Integration within the solution is very good."
"WebCenter's interface is very user-friendly."
"Oracle integrates well with other products to cover Big Data."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
"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."
"One of the biggest missing pieces is a link checker."
"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."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"If you have hundreds of books, the initial download is slow."
"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."
"The speed of the backup should be enhanced."
"I would like them to add more Web 2.0 features."
"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."
"Its functions need more stability."
"Does not seem to be totally compatible with Windows 10 as of our current version."
"This solution needs to support translation into the Arabic language."
"WebCenter requires a lot of design effort to upload content to our regular system."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Oracle WebCenter is ranked 20th in Customer Experience Management with 12 reviews. NICE CXone is rated 8.2, while Oracle WebCenter is rated 7.0. 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 Oracle WebCenter writes "Has a user-friendly interface but performance is not up to scratch". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Oracle WebCenter is most compared with Oracle Content Management, SharePoint, Adobe Experience Manager, WebLogic Suite and Liferay Digital Experience Platform.
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