What users are saying about

NICE Adaptive WFO vs Talkdesk

NICE Adaptive WFO
17 Ratings
Talkdesk
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Top Rated
493 Ratings
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NICE Adaptive WFO

17 Ratings
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Score 9.1 out of 100

Based on 17 reviews and ratings

Talkdesk

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Top Rated
493 Ratings
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Score 8.7 out of 100

Based on 493 reviews and ratings

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Feature Set Ratings

    Contact Center Software

    NICE Adaptive WFO

    Feature Set Not Supported
    N/A
    8.6

    Talkdesk

    86%
    Talkdesk ranks higher in 13/13 features
    Talkdesk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.6
    86%
    365 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    324 Ratings

    Outbound response

    N/A
    0 Ratings
    8.6
    86%
    337 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.7
    87%
    327 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    305 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    346 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.2
    82%
    169 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.0
    90%
    237 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    196 Ratings

    Call scripts

    N/A
    0 Ratings
    8.5
    85%
    165 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    337 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    250 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    297 Ratings

    Workforce Optimization (WFO)

    NICE Adaptive WFO

    Feature Set Not Supported
    N/A
    8.9

    Talkdesk

    89%
    Talkdesk ranks higher in 9/9 features
    Talkdesk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    334 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.6
    86%
    239 Ratings

    Recording

    N/A
    0 Ratings
    9.4
    94%
    357 Ratings

    Quality management

    N/A
    0 Ratings
    9.0
    90%
    323 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    334 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.8
    88%
    337 Ratings

    Live reporting

    N/A
    0 Ratings
    9.0
    90%
    334 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.6
    86%
    186 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    210 Ratings

    Attribute Ratings

    • NICE Adaptive WFO is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    NICE Adaptive WFO

    90%
    4 Ratings
    8.8

    Talkdesk

    88%
    395 Ratings

    Likelihood to Renew

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.5

    Talkdesk

    85%
    15 Ratings

    Usability

    NICE Adaptive WFO

    N/A
    0 Ratings
    9.0

    Talkdesk

    90%
    203 Ratings

    Availability

    NICE Adaptive WFO

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Performance

    NICE Adaptive WFO

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Support Rating

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.2

    Talkdesk

    82%
    189 Ratings

    In-Person Training

    NICE Adaptive WFO

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Online Training

    NICE Adaptive WFO

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Implementation Rating

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.7

    Talkdesk

    87%
    167 Ratings

    Product Scalability

    NICE Adaptive WFO

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Likelihood to Recommend

    NICE Adaptive WFO

    NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.

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    Peter Morgan | TrustRadius Reviewer
    Peter Morgan
    View all 4 answers on this topic

    Talkdesk

    Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 395 answers on this topic

    Pros

    NICE Adaptive WFO

    • Great system and easy for project workflow management.
    • The optimization through NICE Adaptive WFO tools is amazing and excellent.
    • The best and beneficial reports creation software.

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    Veronica Derrick | TrustRadius Reviewer
    Veronica Derrick
    View all 4 answers on this topic

    Talkdesk

    • Studio Academy - We / our team can self learn on how to address our own problems
    • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
    • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system

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    Tyler Neuwirth | TrustRadius Reviewer
    Tyler Neuwirth
    View all 395 answers on this topic

    Cons

    NICE Adaptive WFO

    • Long term forecasting functionality.
    • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
    • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    Talkdesk

    • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 395 answers on this topic

    Pricing Details

    NICE Adaptive WFO

    General

    Free Trial
    —
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    —
    Entry-level set up fee?
    No

    Starting Price

    —

    NICE Adaptive WFO Editions & Modules

    —
    Additional Pricing Details
    —

    Talkdesk

    General

    Free Trial
    —
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    —
    Entry-level set up fee?
    No

    Starting Price

    $0

    Talkdesk Editions & Modules

    Edition
    Professional$651
    Professional +Contact sales team
    EnterpriseContact sales team
    1. per seat/per month
    2. none
    Additional Pricing Details
    —

    Likelihood to Renew

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 8.5
    Based on 15 answers
    It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 15 answers on this topic

    Usability

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 9.0
    Based on 203 answers
    Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.

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    Desiree Moore | TrustRadius Reviewer
    Desiree Moore
    View all 203 answers on this topic

    Reliability and Availability

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    Nothing so far , no issues which is very good, first time in this business i have seen something like this.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Performance

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.

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    Ken Cohen | TrustRadius Reviewer
    Ken Cohen
    View all 2 answers on this topic

    Support Rating

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 8.2
    Based on 189 answers
    If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

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    Mark de Gruiter | TrustRadius Reviewer
    Mark de Gruiter
    View all 189 answers on this topic

    In-Person Training

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 1 answer
    I was shown how to use Talkdesk and was happy with it. I learned all I needed.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    Online Training

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 1 answer
    Easy to use, digestable bits of information

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    Ken Cohen | TrustRadius Reviewer
    Ken Cohen
    View all 1 answers on this topic

    Implementation Rating

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 8.7
    Based on 167 answers
    The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 167 answers on this topic

    Alternatives Considered

    NICE Adaptive WFO

    NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really amazing. It makes work and business easier.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    Talkdesk

    I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 395 answers on this topic

    Scalability

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    Works very well where I work , serves the purpose of the business.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Return on Investment

    NICE Adaptive WFO

    • Effective tool on predictive data analytics creation and the reports are excellent.
    • Contacts import and email list management solution.
    • Real time data reporting and the project management is very excellent.

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    Peter Morgan | TrustRadius Reviewer
    Peter Morgan
    View all 4 answers on this topic

    Talkdesk

    • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
    • Increase in quality audit scores through weekly reviews by this tool.
    • Employee morale and company survey as agents are not stressing with the easy use of this tool.
    • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.

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    Carlos A | TrustRadius Reviewer
    Carlos A
    View all 395 answers on this topic

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