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NiCE CXone vs Salesforce Service Cloud Comparison (2026)
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Good recommendations?
NiCE CXone
4.2
(582)5
273
4
206
3
70
2
19
1
14
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Salesforce Service Cloud
4.5
(833)5
483
4
278
3
56
2
14
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.
Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social media support, live chat, & self service.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.2
582
5
4
3
2
1
273
206
70
19
14
- Value for money
- Ease of use
- Features
- Customer support
66%
would recommend this app4.5
833
5
4
3
2
1
483
278
56
14
2
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this appPros
“They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.”
CP
Cara P.
Access to Services Section Manager
“The applications are reliable, it's so helpful to see agent activity in real time but also see historical trends, and the technology is intuitive.”
CP
Cara P.
Access to Services Section Manager
“I especially appreciate the flexibility in configuring call flows and IVRs using Studio.”
vk
vignesh k.
Technical specialist
Pros
“It helps to do the case routing assignment and also the issue resolution can be automated, by freeing up agents to get more focus on bigger problems”
SB
Sachita B.
Certification course
“Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do.”
AJ G.
Salesforce Administrator
“I used the platform to organize information, document communications, and ensure timely follow-up on tasks.”
KL
Kate L.
Sales
Cons
“It will hold the calls in the queue which upsets customers.”
CN
Carli N.
Scheduling
“RIng Central Support team was inept, some of the reporting is clunky”
TW
Tim W.
IT Admin
“Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.”
GS
Gary S.
Sr. Business Systems Analyst
Cons
“I am not responsible for purchasing software, so I don't know how much Salesforce costs, but that seems to be a barrier within our company for how many people can have accounts, which is my least favorite thing about Salesforce.”
JT
Jeana T.
Executive Director
“If there is any downtime or issues with the system, this effectively brings the customers support requirements to a halt”
Claire E.
Sales manager
“I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs.”
OD
Olga D.
Pharmacist
- Vendor responds to reviews
- Last review2 months ago
- Vendor responds to reviews
- Last review13 days ago
Key features
- Total features130
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Approval Process Control
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Auto-Dialer
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Management
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Event Logs
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Management
- File Sharing
- File Storage
- File Transfer
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Inspection Management
- Interaction Tracking
- Intraday Management
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Distribution
- Lead Management
- Leaderboards
- List Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Scripts
- Offline Form
- On-Demand Recording
- Online Forums
- Online Time Clock
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Permit Issuance
- Phone Key Input
- Power Dialer
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Quality Management
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Records Management
- Recruitment Management
- Release Management
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- SMS Messaging
- Scheduled Recording
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shift Swapping
- Skills Tracking
- Social Media Integration
- Speech-to-Text Analysis
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Attendance
- Time Off Management
- Timesheet Management
- Variable Workforce
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Workflow Automation
- Workflow Management
- Workforce Management
- Total features180
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Approval Process Control
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Auto-Dialer
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Management
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Event Logs
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Management
- File Sharing
- File Storage
- File Transfer
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Inspection Management
- Interaction Tracking
- Intraday Management
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Distribution
- Lead Management
- Leaderboards
- List Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Scripts
- Offline Form
- On-Demand Recording
- Online Forums
- Online Time Clock
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Permit Issuance
- Phone Key Input
- Power Dialer
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Quality Management
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Records Management
- Recruitment Management
- Release Management
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- SMS Messaging
- Scheduled Recording
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shift Swapping
- Skills Tracking
- Social Media Integration
- Speech-to-Text Analysis
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Attendance
- Time Off Management
- Timesheet Management
- Variable Workforce
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Workflow Automation
- Workflow Management
- Workforce Management
Integrations
- Total integrations25
- Bullhorn
- CallVU
- Cyara
- DaaS
- Dynamics 365
- Elastic Enterprise Search
- Firefly
- Five9
- Gainsight CS
- Haptik
- Helpshift
- HubSpot Content Hub
- InGenius
- Inbenta
- Kustomer
- Lightico
- Liveops
- LogMeIn Central
- LogMeIn Pro
- Microsoft Teams
- Natterbox
- NiCE CXone
- Oracle Service
- ProcedureFlow
- RemoteDesk
- SAP Customer Experience
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- SpiceX
- Streem
- Talkdesk
- Textel
- Vonage Contact Center
- Workforce Optimization (WFO)
- Zendesk Suite
- Zoom Workplace
- livepro
- Total integrations14
- Bullhorn
- CallVU
- Cyara
- DaaS
- Dynamics 365
- Elastic Enterprise Search
- Firefly
- Five9
- Gainsight CS
- Haptik
- Helpshift
- HubSpot Content Hub
- InGenius
- Inbenta
- Kustomer
- Lightico
- Liveops
- LogMeIn Central
- LogMeIn Pro
- Microsoft Teams
- Natterbox
- NiCE CXone
- Oracle Service
- ProcedureFlow
- RemoteDesk
- SAP Customer Experience
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- SpiceX
- Streem
- Talkdesk
- Textel
- Vonage Contact Center
- Workforce Optimization (WFO)
- Zendesk Suite
- Zoom Workplace
- livepro
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