We performed a comparison between NICE CXone and Slack based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"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."
"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'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 am impressed with the product's calls and screen share features which are very useful."
"The huddle feature that allows you to get on a call with a colleague is one of the best features of Slack."
"I like Slack's notifications. It is more user-friendly and pleasing than Teams."
"The product has the ability to scale."
"The product gives the best user experience."
"Slack makes it easy for employees to contact each other and exchange documents or information."
"Slack provides very fast communication."
"The solution is scalable."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"One of the biggest missing pieces is a link checker."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"When someone responds to my message in Slack, a new window opens. There should be an option to roll down the answers."
"The tool should be able to fetch a conversation when we search for it even if it is in the thread."
"The solution should have less frequent updates."
"I want a feature in the solution that will help me share documents only with the set of people that I prefer rather than all of them. I would also like the solution to have a feature similar to Microsoft SharePoint where you can group all your documents."
"Its capabilities to provide security features could be better for corporations."
"I have found it cumbersome to create and set up groups, or channels."
"Sometimes there are login issues."
"Integrating Slack with calendar functions would be advantageous, allowing for the seamless scheduling of meetings within the platform."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Slack is ranked 3rd in Enterprise Social Software with 68 reviews. NICE CXone is rated 8.2, while Slack is rated 8.4. 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 Slack writes "A competitive solution that improves collaboration and productivity". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Slack is most compared with SharePoint, Symphony, Atlassian Confluence, Chatter and ChatWork.
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.
