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NICE inContact vs ServiceNow Comparison

Overview

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

  • 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

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

175

167

50

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

4.3

(49)

5

4

3

2

1

21

23

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

Cloude data and services is simply awesome. The best thing is its also supports to integrate autoCAD as well.
Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily.
We use this tool to monitor services andIt has'sProven to be useful.I like the reports it generates, and the ability to escalate. The ticketing system is especially useful.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process.
Very disappointed with customer support, we had to wait 2 to 3 days for a response.
We've also had problems with high reloads, but that just might be par for the course.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review12 days ago

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Ad hoc Query
  • Agile Software Development
  • Alerts / Escalation
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Assignment Management
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Availability Management
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Capacity Management
  • Categorization
  • Change Management
  • Chat
  • Client Portal
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract Management
  • Cost Tracking
  • Custom Development
  • Custom Forms
  • Custom Landing Pages
  • Customer History
  • Customer Service Analytics
  • Customizable Questions
  • Data Filtering
  • Data Import
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Employee Portal
  • Escalation Management
  • Event Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forecasting
  • Gamification
  • Graphical Workflow Editor
  • Heatmap
  • IT Asset Tracking
  • IT Cost Management
  • IVR / Voice Recognition
  • Incident Management
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Cost Reporting
  • Lifecycle Management
  • Meeting Management
  • Multi-Channel Management
  • Multi-Language
  • Multiple Projects
  • Password Management
  • Performance Management
  • Performance Reports
  • Permission Management
  • Portfolio Management
  • Predictive Dialer
  • Prioritizing
  • Problem Management
  • Progress Tracking
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • SLA Management
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text to Speech
  • Third Party Integration
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Voice Mail
  • Workflow Management
  • Total features82
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Ad hoc Query
  • Agile Software Development
  • Alerts / Escalation
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Assignment Management
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Availability Management
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Capacity Management
  • Categorization
  • Change Management
  • Chat
  • Client Portal
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract Management
  • Cost Tracking
  • Custom Development
  • Custom Forms
  • Custom Landing Pages
  • Customer History
  • Customer Service Analytics
  • Customizable Questions
  • Data Filtering
  • Data Import
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Employee Portal
  • Escalation Management
  • Event Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forecasting
  • Gamification
  • Graphical Workflow Editor
  • Heatmap
  • IT Asset Tracking
  • IT Cost Management
  • IVR / Voice Recognition
  • Incident Management
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Cost Reporting
  • Lifecycle Management
  • Meeting Management
  • Multi-Channel Management
  • Multi-Language
  • Multiple Projects
  • Password Management
  • Performance Management
  • Performance Reports
  • Permission Management
  • Portfolio Management
  • Predictive Dialer
  • Prioritizing
  • Problem Management
  • Progress Tracking
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • SLA Management
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text to Speech
  • Third Party Integration
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Voice Mail
  • Workflow Management

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations193
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. ServiceNow

See how NICE inContact and ServiceNow stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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