What users are saying about
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Top Rated
243 Ratings
6 Ratings
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Score 7.3 out of 100

Talkdesk

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Top Rated
243 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

NICE Adaptive WFO

Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.
Anonymous | TrustRadius Reviewer

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE Adaptive WFO
Talkdesk
8.7
Agent dashboard
NICE Adaptive WFO
Talkdesk
8.4
Validate callers
NICE Adaptive WFO
Talkdesk
8.6
Outbound response
NICE Adaptive WFO
Talkdesk
8.9
Call forwarding
NICE Adaptive WFO
Talkdesk
8.9
Click-to-call (CTC)
NICE Adaptive WFO
Talkdesk
9.0
Warm transfer
NICE Adaptive WFO
Talkdesk
9.0
Predictive dialing
NICE Adaptive WFO
Talkdesk
8.4
Interactive voice response
NICE Adaptive WFO
Talkdesk
9.0
REST APIs
NICE Adaptive WFO
Talkdesk
8.5
Call scripts
NICE Adaptive WFO
Talkdesk
8.8
Call tracking
NICE Adaptive WFO
Talkdesk
9.0
Multichannel integration
NICE Adaptive WFO
Talkdesk
8.2
CRM software integration
NICE Adaptive WFO
Talkdesk
8.5

Workforce Optimization (WFO)

NICE Adaptive WFO
Talkdesk
8.5
Inbound call routing
NICE Adaptive WFO
Talkdesk
8.8
Omnichannel inbound routing
NICE Adaptive WFO
Talkdesk
8.6
Recording
NICE Adaptive WFO
Talkdesk
9.3
Quality management
NICE Adaptive WFO
Talkdesk
8.4
Call analytics
NICE Adaptive WFO
Talkdesk
8.2
Historical reporting
NICE Adaptive WFO
Talkdesk
8.5
Live reporting
NICE Adaptive WFO
Talkdesk
8.2
Customer surveys
NICE Adaptive WFO
Talkdesk
8.4
Customer interaction analytics
NICE Adaptive WFO
Talkdesk
8.4

Pros

NICE Adaptive WFO

  • Interval call volume forecasting.
  • Agent schedule adherence.
  • Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
  • Agent self-service options.
Anonymous | TrustRadius Reviewer

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.3
Based on 28 answers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
Kyler D | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.9
Based on 106 answers
We usually had a fast and good response from support, although some solutions weren't the best one for them. For example, we asked to change the dial tone once, which was really annoying, and we had to exchange a lot of emails to get to an agreement, and their solution, which did actually work for us, was to just lower down the volume of the dial tone without changing it.
Thiago Leal | TrustRadius Reviewer

Implementation Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
Anonymous | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
  • Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
  • Savings from self-service options for PTO use and schedule management, reducing administrative cost.
Anonymous | TrustRadius Reviewer

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

NICE Adaptive WFO
10.0
Talkdesk
8.5

Likelihood to Renew

NICE Adaptive WFO
Talkdesk
10.0

Usability

NICE Adaptive WFO
Talkdesk
9.3

Support Rating

NICE Adaptive WFO
Talkdesk
8.9

Implementation Rating

NICE Adaptive WFO
Talkdesk
7.0

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