We performed a comparison between NICE CXone and Yammer 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."
"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 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."
"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."
"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."
"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."
"The most valuable feature of Yammer is its integration with all the services of Office 365."
"It was a stable solution...It was a highly scalable solution considering it was used in a very big company."
"I find it quite simple and intuitive. It's similar to using a more user-friendly interface for SharePoint. It integrates seamlessly with the browser, so you hardly notice you're using it."
"The user interface and the way we can share and search information are the most valuable. It is very easy to use."
"The posting features are valuable."
"Yammer brings in the most relevant posts to the users."
"Yammer shows the post’s actions, comments, and how people react. We can quickly see what's going on."
"The initial setup was simple and straightforward."
"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 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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"If you have hundreds of books, the initial download is slow."
"Microsoft should work on templating and provide some built-in templates so that the changes can automatically roll out to all the configured communities."
"It should have integration with multiple third-party platforms."
"Yammer should include more integrations."
"The permissions are a little bit over-complicated."
"If you are using other applications that are tough to integrate into the environment, that can cause limitations."
"It looks slightly less clean on Chrome compared to Microsoft Edge, but it's a minor difference. There is room for improvement in user experience, like positions of elements."
"This solution would be improved if it was well integrated with other communication applications."
"Yammer's UX and UI are areas with certain shortcomings where improvements are required"
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Yammer is ranked 4th in Enterprise Social Software with 60 reviews. NICE CXone is rated 8.2, while Yammer is rated 7.4. 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 Yammer writes "Ease of use and a familiar user interface". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow, whereas Yammer is most compared with Workplace by Facebook, SAP Jam, Chatter, Jive and Interact Intranet.
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.
