# Compare NiCE CXone vs ServiceNow Customer Service Management 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare NiCE CXone and ServiceNow Customer Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/134775-225960/inContact-Call-Center-Software-vs-ServiceNow-Customer-Service-Management

---

# NiCE CXone vs ServiceNow Customer Service Management Features and Cost Comparison

Last updated May 6th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

NiCE CXoneServiceNow Customer Service Management2/4 selected

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

[## NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Starting Price

$110.00/month

Value-for-Money

4.1

Functionality

4.1

Ease of Use

4.2

Customer Service

4

Reviews Sentiment

Based on [581 reviews](#user-reviews)

Positive

478

Neutral

68

Negative

35

[## ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

Starting Price

Contact vendor

Value-for-Money

4.1

Functionality

4.3

Ease of Use

4.1

Customer Service

4.2

Reviews Sentiment

Based on [152 reviews](#user-reviews)

Positive

132

Neutral

16

Negative

4

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## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 3,022 reviews from customer service software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

70%Fit

Not enough reviews

Feature ratings

CRM

5.0

Support Ticket Management

4.2

Inbox Management

\--

Chatbot

4.0

Live Chat

4.1

60%Fit

Missing features

Not enough reviews

Feature ratings

CRM

\--

Support Ticket Management

4.2

Inbox Management

NA

Chatbot

4.0

Live Chat

4.0

User satisfaction

User satisfaction

4.2

User reviews[581](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Ease of use

4.2

Functionality

4.1

Value for money

4.1

Customer support

4.0

User satisfaction

4.4

User reviews[152](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

Ease of use

4.1

Functionality

4.3

Value for money

4.1

Customer support

4.2

Price starts from

Price starts from

$110Per User, Per Month

-   Free version
-   Free trial

Price starts from

\--

-   Free version
-   Free trial

Best for

Best for

It is designed for organizations of all sizes that need to deliver voice, digital, and self-service customer experiences across all interaction channels.

Best for

Enterprise-wide Service, Operations, and Customer Experience Buyer Groups

## User reviews

Pros & cons

VK

Vignesh K.

Technical specialist

> "The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

NN

Nick N.

Workforce Management

> "We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

VK

Vignesh K.

Technical specialist

> "The platform offers a robust set of tools for managing users, skills, routing, and reporting."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

LR

Lauren R.

Manager

> "The automated reports don't match custom reports when I run the same data."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

CN

Carli N.

Scheduling

> "What I like most about CXone Mpower is it never lags and is always efficient to use."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___7130749)

VJ

Vipul J.

Senior Manager Quality

> "having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

NN

Nick N.

Workforce Management

> "The web-based experience gives us the flexibility to switch browsers if we experience issues."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

RG

Robin G.

Accountant

> "We constantly have problems with the portal saving passwords and not allowing us to log on. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

VJ

Vipul J.

Senior Manager Quality

> "User friendly with advance features including planning, managing real times queues, quality management etc."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

RG

Robin G.

Accountant

> "You take our money every month on autopay but always fail to email the invoices. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

JH

James H.

Senior Director

> "Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

TP

Teresa P.

Technical Support Specialist II

> "It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

Saskia M.

Senior Director Sales Marketing

> "It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5033719)

LR

Lauren R.

Manager

> "I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

VK

Vignesh K.

Technical specialist

> "CXone also provides solid documentation and responsive support when needed."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

PS

Paul S.

Networks & IT Lead

> "The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993940)

NK

Nila K.

Customer experience

> "Makes employees jobs much easier"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6831171)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "The email capabilities are not nearly as advanced as the call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

TH

Tina H.

Digital Contact Center Solutions

> "We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6530644)

Abel A.

Agent

> "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5051486)

LR

Lauren R.

Manager

> "I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

AK

Adam K.

Workforce Manager

> "Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

Tomáš S.

Social Media Specialist

> "This comprehensive suite can streamline operations by providing all the tools needed in one platform."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4985903)

AA

Amy A.

Director, Community Impact

> "We also had issues with connectivity that took months before identifying the issue to fix."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

LW

Lindsey W.

Workforce Management Analyst

> "The forecasting functionality was solid."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6481654)

AK

Adam K.

Workforce Manager

> "I continue to spend an inordinate amount of time working around CXone's inadequacies."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

CP

Cara P.

Access to Services Section Manager

> "We're in the process of adding more applications and the team at NICE has been incredible. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6719618)

AK

Adam K.

Workforce Manager

> "They over-sell and under-deliver."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

SP

Sarah P.

Automation Consultant

> "Leading edge of contact center technology"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

JH

James H.

Senior Director

> "It's on the expensive side. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

KH

Kiyanna H.

Client Care Specialist

> "There are hardly any issues, and the functionality is simple and easy to navigate."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6334751)

VR

Verified Reviewer

Supervisor

> "Cost considerations: CXone's pricing may be a concern for businesses with limited budgets."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4803132)

JS

Jamie S.

WFM Analyst

> "It's easy to skill agents and build dashboards."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545242)

LM

Lilia M.

Insurance agent

> "There are some features that I still dont know how to use, but I think is because of the very basic training."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3716988)

TP

Teresa P.

Technical Support Specialist II

> "reliable and that the platform is easily scalable."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

AM

Amanda M.

PATIENT SERVICES COORDINATOR

> "the only thing i dont like is that if the computer is having an issue, connectivity, then the phone cant be..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3085926)

RLC

Raine Leonard C.

Agent

> "The thing that I really like is that it is used to check my schedule on my work everyday."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6061927)

CS

Crystal S.

Customer Service Rep

> "I'm not able to type in the number and hit enter to initiate the call. And when typing in the number to make..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2519066)

TW

Tim W.

IT Admin

> "Easy management, set up, functionality and use"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6593022)

SP

Suren P.

Senior ISR

> "lots of bugs, crashes, lose alot of calls"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3077976)

VK

Vinit K.

Backend developer

> "Businesses seeking to offer a seamless and customised client experience should consider it because of its..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4623058)

RH

Rosa H.

Patient Access Specialist

> "There are certain buttons or features that don't make sense and it can look really boring."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3055378)

JW

Jim W.

admin

> "nice interface easy to use and very straight forward."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6549476)

Shanice P.

Customer Service Agent

> "The setup process is not easy if your not knowledgeable of the content and or company your using the software..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3520331)

AT

Akhil T.

Cxone Lead

> "I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6153133)

CC

Clinton C.

Contact Center Manager

> "As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2725656)

SP

Sarah P.

Automation Consultant

> "Good experience, everyone we've worked with has been helpful."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

JB

Jennifer B.

Care Coordinator

> "Beeping noise every few minutes and no one know what it is."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

LR

Lauren R.

Manager

> "Overall, I would say that your service/support has been great-- fast and correct."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

JM

Jessica M.

customer service

> "It always has trouble on certain vpn connections"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3081141)

TP

Teresa P.

Technical Support Specialist II

> "As part of the technical group, I find it easy to use and understand."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

MCJ

Ma. Carlon J.

Preboarding Specialist

> "How I disconnect fast and had to re log in"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3109626)

AS

Alexis S.

CSR

> "It has generally been successful since it enables us to complete our work on time and in accordance with the..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

DA

David A.

Kunderådgiver

> "It is difficult to controll who calls and if you wanna answer or not. If a call breaks , you have to finnish..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2718194)

AS

Alexis S.

CSR

> "The callback option keeps our customers happy, and they consistently provide us with positive feedback when..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

AC

Amanda C.

Call Center Supervisor

> "Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2543574)

KI

Kenneth I.

Director Q&A Implementation

> "This is what gives me a pleasure to know that I can expect when I interact with the resources."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

TT

Tony T.

Free lance writer

> "NICE CXone wants a password and I don't have one. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3060030)

AA

Amy A.

Director, Community Impact

> "The team offers high-level customer service and support."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

JB

Jennifer B.

Care Coordinator

> "Voicemail is very difficult to get too."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

KI

Kenneth I.

Director Q&A Implementation

> "From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

JW

Justin W.

Tire Group Staff Assistant

> "I'm at the point currently where I don't get notifications (despite settings being set correctly) and almost..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2516319)

AK

Adam K.

Workforce Manager

> "Support is responsive and helpful for things that work."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

NB

Nefertiti B.

AA Agent

> "What I least like about the software is the constant freezing and having to log out and log back in."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2721380)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "CXone has great call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

JB

Jennifer B.

Care Coordinator

> "Too many issues and concerns."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

DH

Dwana H.

Customer Service Representative

> "With Nice, we were able to get members to transfer over to the right department and quicker service time."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4231527)

EC

Enmanuel C.

call representative

> "the accessibility, it doesnt work on certain browsers or devies"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2466078)

JJ

Joan J.

IT Director

> "Our team is really satisfied with the way it works, the opportunities of extended configuration it offers,..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3298057)

SW

Sabrina W.

Sales Development Engineer

> "Call Quality is often quite poor, we experience distortions, delays and interruptions."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2190528)

AP

Adolfo P.

customer service representative

> "It's so much simpler for the dev group to arrange, incorporate and alter the client experience."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4319789)

JA

Jace A.

Telecommunications Technician

> "There are some bugs with routing and call wrap-up."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2406940)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "Very reliable, has all of the capabilities we need."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

MP

Meredith P.

Director of Operations

> "reporting feature hard, can be costly to make script changes."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2540944)

AS

Alexis S.

CSR

> "I enjoy having access to earlier calls in order to help a disappointed customer."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

MM

Matthias M.

Sales Engineer

> "Bad call quality on a regular basis and a huge delay at the most calls."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2201752)

Alayna F.

Customer Service

> "The biggest thing is that it's convenient to use for transferring calls and if you work in a business where..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2877173)

SM

Scott M.

EVP

> "Stability has been a challenge within the email module- redundant scale and support"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2636227)

AA

Amy A.

Director, Community Impact

> "The customer service that NICE"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

VR

Verified Reviewer

Senior Billing Administrator

> "I don't think we can transfer calls directly to voicemail."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2473590)

[View Reviews](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

VR

Verified Reviewer

Client Operations Supervisor

> "Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033)

VR

Verified Reviewer

Client Operations Supervisor

> "This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033)

VR

Verified Reviewer

Client Operations Supervisor

> "Another standout aspect is how it supports scalability. As an operation grows or evolves, the platform can expand with it—adding new features, automations, or..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033)

PS

Preeti S.

Software Engineer

> "Also, sometimes it is non -responsive or slow to to respond ."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837)

VR

Verified Reviewer

Client Operations Supervisor

> "Overall, its strength lies in offering multiple ways to solve problems, allowing organizations to choose what works best for them rather than being locked..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033)

VR

Verified Reviewer

HR people support

> "The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6284833)

VR

Verified Reviewer

Client Operations Supervisor

> "What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___7133033)

DsB

Dakshina singh B.

Software Engineer II

> "It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3853769)

PS

Preeti S.

Software Engineer

> "The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837)

JO

James O.

Cloud

> "About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054)

VR

Verified Reviewer

Lead Security Consultant

> "Managing ITIL Processes has become easier with ServiceNow."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6386707)

Victoria O.

Global Service Desk Manager

> "I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898)

Victoria O.

Global Service Desk Manager

> "It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898)

JO

James O.

Cloud

> "ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054)

JM

John M.

Software Engineer

> "As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4472945)

NK

Norbert K.

Functional Analyst

> "I think building reports and dashboards can be quite difficult when You are trying to do it first time."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3508116)

TR

Tomia R.

Sr. Help desk Anaylst

> "It made life as an analyst very easy."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6464100)

NK

Nishant K.

Netbackup administrator

> "So here its lagging"

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3847374)

VR

Verified Reviewer

Senior Technical consultant

> "Customer & Consumers, and Contacts management was handled pretty well."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4867627)

VR

Verified Reviewer

VP of Logistics

> "For example, I was unable to integrate shipstation, without having to really "program" it. "

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___2909273)

JM

John M.

Software Engineer

> "Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4472945)

Will O.

CEO & President

> "It's clear that I am too small of a business for them to do anything for us."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3252198)

[View Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

## User interface

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

4.21 (581)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)

4.36 (152)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

AI Copilot

207

Important

Alerts/Escalation

150

Important

API

120

Important

NiCE CXone

22/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#features)

ServiceNow Customer Service Management

Top features

24/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#features)

### Recognition

NiCE CXone is recognized as a top-rated tool in 2 Capterra Shortlist reports

No recognitions have been awarded to ServiceNow Customer Service Management

### Deployment & support

NiCE CXone

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

ServiceNow Customer Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

NiCE CXone

-   By NiCE
-   Located in United States
-   Founded in

ServiceNow Customer Service Management

-   By ServiceNow
-   Located in United States
-   Founded in 2012

## Popular Comparisons

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

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4.1

Features

4.6

4.2

Ease of Use

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[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,783)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Contact vendor for pricing

Price

$25/month

4.3

Features

4.4

4.1

Ease of Use

4.0

[View full comparison](https://www.capterra.com/compare/61368-225960/Salesforce-vs-ServiceNow-Customer-Service-Management)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,784)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$110/month

Price

$15/month

4.1

Features

4.6

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-134775/LiveAgent-vs-inContact-Call-Center-Software)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Contact vendor for pricing

Price

$39/month

4.3

Features

4.4

4.1

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/164283-225960/Zendesk-vs-ServiceNow-Customer-Service-Management)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.33 (264)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

$110/month

Price

$75/month

4.1

Features

4.2

4.2

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/134775-179417/inContact-Call-Center-Software-vs-Genesys-Cloud)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,784)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Contact vendor for pricing

Price

$15/month

4.3

Features

4.6

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-225960/LiveAgent-vs-ServiceNow-Customer-Service-Management)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[CallHippo](https://www.capterra.com/p/159578/CallHippo/)[4.40 (681)](https://www.capterra.com/p/159578/CallHippo/reviews/)

$110/month

Price

$1/month

4.1

Features

4.3

4.2

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/134775-159578/inContact-Call-Center-Software-vs-CallHippo)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,723)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Contact vendor for pricing

Price

$25/month

4.3

Features

4.5

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-225960/LiveChat-vs-ServiceNow-Customer-Service-Management)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (482)](https://www.capterra.com/p/132405/Five9/reviews/)

$110/month

Price

$159/month

4.1

Features

4.1

4.2

Ease of Use

4.2

[View full comparison](https://www.capterra.com/compare/132405-134775/Five9-vs-inContact-Call-Center-Software)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

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Contact vendor for pricing

Price

$19/month

4.3

Features

4.3

4.1

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-225960/Freshdesk-vs-ServiceNow-Customer-Service-Management)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$110/month

Price

$39/month

4.1

Features

4.4

4.2

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/134775-164283/inContact-Call-Center-Software-vs-Zendesk)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (152)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

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4.3

Features

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4.1

Ease of Use

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