NICE CXone vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 8.1 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month
Talkdesk
Score 8.3 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$75
per month per user
Pricing
NICE CXoneTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$75
per month per user
CX Cloud Elevate
$95
per month per user
CX Cloud Elite
$125
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
NICE CXoneTalkdesk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXoneTalkdesk
Considered Both Products
NICE CXone

No answer on this topic

Talkdesk
Chose Talkdesk
We selected Talkdesk only because we were getting mixed country data on Zendesk and thus felt the need to move to our own system. Zendesk provides data such as first response time, tracing a call and the transfers and changes in that process is easier, drawing data is far …
Chose Talkdesk
The new features that Talkdesk has made it easier for us as a company to make the change, the software is easy for agents/supervisors and managers to work with. They are always trying to improve the features as well as Support is awesome to work with.
Chose Talkdesk
Talkdesk doesn't require code writing and/or programing. It's a super easy "off the shelf" solution. Agents also find their interface super easy to understand.
Chose Talkdesk
The reporting features and usability is much better than these other two options. 8x8 and Incontact (NICE CXone) were good when we had a smaller team of 10 to 20 agents on phones, but now that our customer service center is 50+, Talkdesk was able to handle the growth, and then …
Chose Talkdesk
Talkdesk was a lot cheaper than all of the alternatives and the level of features that they provided combined with the time it would take to go live made it an easy choice to choose Talkdesk over the heavier competitors.
Chose Talkdesk
inContact has all the functionality but it's clunky and support is not as great. Five9 is a great price but the UI is not as strong. We chose Talkdesk because we wanted something we could use as we grow. We also thought Talkdesk had the most potential for being a leader in the …
Chose Talkdesk
We selected Talkdesk because of the reliability and support offered by the team.
Chose Talkdesk
Talkdesk has trouble stacking up against these other major players when it comes to a traditional cloud contact center. The other platforms are more mature and loaded with out of the box features and integrations. However, Talkdesk has something that the others cannot provide …
Chose Talkdesk
Incontact was functional, but hard to use and understand, especially for newer employees. While the incontact call routing was expansive, their interface was also a little clunky. Incontact also did not integrate with any of the third party products that use here, which was a …
Chose Talkdesk
It has been good to integrate with our CRM, but Nice was more flexible on customization. Granted it took more time and back end knowledge from us to build out the Nice system how we wanted it, but it was well worth it for the customization aspects. The ability to integrate and …
Top Pros
Top Cons
Features
NICE CXoneTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.2
544 Ratings
2% below category average
Talkdesk
8.7
435 Ratings
4% above category average
Agent dashboard8.7524 Ratings8.7416 Ratings
Validate callers8.4442 Ratings8.7365 Ratings
Outbound response9.0461 Ratings8.7381 Ratings
Call forwarding7.9417 Ratings8.9370 Ratings
Click-to-call (CTC)8.2379 Ratings8.8345 Ratings
Warm transfer8.5497 Ratings9.1392 Ratings
Predictive dialing8.3301 Ratings9.1194 Ratings
Interactive voice response8.8350 Ratings9.1270 Ratings
REST APIs6.3282 Ratings7.6216 Ratings
Call scripts6.3300 Ratings9.2191 Ratings
Call tracking8.5478 Ratings8.9386 Ratings
Multichannel integration8.3340 Ratings8.7281 Ratings
CRM software integration9.2340 Ratings8.2336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
8.0
522 Ratings
4% below category average
Talkdesk
8.9
422 Ratings
7% above category average
Inbound call routing8.1482 Ratings9.0384 Ratings
Omnichannel inbound routing7.9351 Ratings9.2272 Ratings
Recording8.4464 Ratings9.4406 Ratings
Quality management7.7449 Ratings8.9367 Ratings
Call analytics8.4457 Ratings8.7381 Ratings
Historical reporting8.6448 Ratings8.6388 Ratings
Live reporting8.3434 Ratings8.6382 Ratings
Customer surveys6.2279 Ratings9.2208 Ratings
Customer interaction analytics8.2296 Ratings8.6238 Ratings
Best Alternatives
NICE CXoneTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneTalkdesk
Likelihood to Recommend
8.4
(575 ratings)
8.5
(448 ratings)
Likelihood to Renew
9.0
(24 ratings)
9.0
(36 ratings)
Usability
8.5
(549 ratings)
8.7
(264 ratings)
Availability
3.7
(7 ratings)
9.4
(6 ratings)
Performance
9.2
(7 ratings)
9.8
(5 ratings)
Support Rating
8.2
(5 ratings)
9.3
(130 ratings)
In-Person Training
3.1
(4 ratings)
10.0
(2 ratings)
Online Training
7.0
(5 ratings)
8.5
(4 ratings)
Implementation Rating
8.0
(8 ratings)
8.1
(204 ratings)
Configurability
7.0
(4 ratings)
9.6
(6 ratings)
Ease of integration
7.1
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
9.6
(6 ratings)
Vendor post-sale
4.4
(5 ratings)
10.0
(2 ratings)
Vendor pre-sale
4.4
(5 ratings)
10.0
(2 ratings)
User Testimonials
NICE CXoneTalkdesk
Likelihood to Recommend
NICE Systems
CXone's
workforce management features enable optimized scheduling, skill-based routing,
and real-time monitoring, ensuring that suitable agents can promptly handle inquiries. This improves first-call resolution rates and
reduces customer wait times, increasing customer loyalty and
retention.



By leveraging NICE CXone, we've been able to streamline operations, improve agent
performance, and deliver exceptional customer experiences at scale. As with almost anything in life, it is not always best to implement or purchase new products as soon as they are released. It has been noted that there may be bugs to be worked out, or a lack of ability to support a new product fully in the beginning has been noticed.
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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Pros
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Read full review
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
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Reliability and Availability
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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Talkdesk
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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Support Rating
NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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Talkdesk
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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In-Person Training
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
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Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
NICE Systems
  • We were able to close deals and sales to clients more effectively!
  • It is much easier for us to reach the client even if it's an International number.
  • Nice CXone has helped us a lot to communicate better with our clients.
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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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ScreenShots

NICE CXone Screenshots

Screenshot of Agent DashboardScreenshot of Interaction AnalyticsScreenshot of Performance ManagementScreenshot of Workforce ManagementScreenshot of Studio