We performed a comparison between NICE CXone and Symphony based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."We are able to see the calls in queue and able to see if someone is available or not."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"The entire product is good."
"I found the RAM Commander module in Symphony to be the most valuable."
"Symphony and Laravel are the most comfortable frameworks for any developer. It is also lightweight."
"The overall functions are good."
"The solution is user-friendly, and it is very good security-wise."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"One of the biggest missing pieces is a link checker."
"inContact should offer a way to send faxes."
"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 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."
"The solution is very expensive, and its pricing could be improved."
"To improve the situation, enhancing the functionality for integrating with other applications and addressing ticketing issues is crucial."
"Compared to established vendors, it lacks user flexibility and customization, especially in the PM module."
"The area that needs to be improved is modular asset management. When we are uploading the assets in bulk, it is not aligned."
"The solution needs to improve CI."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Symphony is ranked 8th in Enterprise Social Software with 5 reviews. NICE CXone is rated 8.2, while Symphony is rated 7.2. 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 Symphony writes "Makes tasks like network planning and performance monitoring much easier". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Symphony is most compared with Microsoft Teams, Slack, Drupal and SharePoint.
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.
