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NICE CXone vs ServiceNow Comparison
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Overview
NICE Cxone 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
Video & Screenshots
Pricing
Starting from
100
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
rakesh m.
Pros
Miguel S.
Cons
Cons
Ewan H.
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
Alternatives
Explore similar apps
User reviews that mention these apps
Miguel S.
Verified reviewer
Information Technology and Services, self-employed
Used daily for less than 6 months
Review source
Share this review:
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
very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in
it needs a very good and strong internet connection speed around 20mbps and it's very hard get good connection thru VPN
Mila C.
Food & Beverages, 10,001+ employees
Used monthly for 2+ years
Review source
Share this review:
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!
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.
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