We performed a comparison between NICE CXone and Salesforce Marketing Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."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."
"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'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."
"Customer support is terrific. The team is personable, informed, and responsive."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"We are able to see the calls in queue and able to see if someone is available or not."
"You can schedule reports, there's a lot of supporting tools, and you have access to all that information."
"It is a great solution. I like its stability, scalability, and performance."
"This is a very powerful and scalable solution."
"The tool's most valuable feature is its automation. We can integrate data with the Salesforce hub. Its Einstein feature tells us whether our campaigns are on the right track. It also helps with ideas."
"Salesforce allows for the integration of different data sources."
"The Journey and CloudPages and automation are all great."
"I like the user interface it has a nice look and feel."
"The most valuable features of Salesforce Marketing Cloud are the ease of use of the basic features."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"If you have hundreds of books, the initial download is slow."
"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."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"The main action I want to do in Salesforce Marketing Cloud is to export data into Excel and use it. My company may have that feature locked down, or if the Excel data exporting function still isn't available in Salesforce Marketing Cloud, that's the feature I want."
"We have struggled to get resolution of support tickets from the Salesforce team."
"Marketing Cloud's forecasting could be improved."
"We would like an improvement to the 'Einstein Engagement Frequency'; the optimal range of emails that our subscribers will engage with."
"Salesforce could benefit by implementing further integration with more platforms."
"I've noticed on one-to-one leads, the customer objection option is not available."
"Marketing Cloud should change the script language that it uses because it's not good. It's tricky and difficult to develop."
"This solution could be more user-friendly."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Salesforce Marketing Cloud is ranked 1st in Social CRM with 50 reviews. NICE CXone is rated 8.2, while Salesforce Marketing Cloud 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 Salesforce Marketing Cloud writes "Easy to deploy, stable, and scalable". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson , whereas Salesforce Marketing Cloud is most compared with Marketo, Oracle Eloqua, HubSpot Marketing Hub, Amazon Pinpoint and SAP Marketing Cloud.
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.
