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NICE CXone vs ServiceNow Comparison

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Overview

Category Leaders

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

Category Leaders

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

Video & Screenshots

Pricing

Starting from

100

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

519

5

4

3

2

1

228

195

65

18

13

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

4.5

121

5

4

3

2

1

70

45

6

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

Pros

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last review17 days ago

Key features

  • Total features129
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Contractor Management
  • Cost Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • IVR / Voice Recognition
  • Impact Management
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Leaderboards
  • License Management
  • Lifecycle Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Management
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Version Control
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features66
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Contractor Management
  • Cost Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • IVR / Voice Recognition
  • Impact Management
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Leaderboards
  • License Management
  • Lifecycle Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Management
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Version Control
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations41
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations355
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

One of the most used tools in Service desk

Reviewed a year ago

the time I worked with this tools I started to familiarized in about 2 weeks, since then it was very easy to use it and learn about more inside tools

Pros

very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in

Cons

it needs a very good and strong internet connection speed around 20mbps and it's very hard get good connection thru VPN

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

IT Support with Ease

Reviewed 2 months ago
Pros

ServiceNow has a beautiful UI and nice interface which makes it easy to use even for non-IT users. I have been in roles where I was an IT analyst and was working tickets, and I'm now currently a user who submits tickets on behalf of technical issues on my team. From both points of view, this software is great. I love how easy it is to use and how you can see the progression of the ticket being worked. Excellent product!

Cons

I think the only thing is that for drop down lists, not everything is there that I may need to describe my problem. However, I will pin that on my IT team who works on setting up our iteration of SNOW.