What users are saying about
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Top Rated
202 Ratings
27 Ratings
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Score 7.8 out of 101

Talkdesk

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Top Rated
202 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

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 profile photo

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Talkdesk
8.4
Agent dashboard
NICE inContact CXone
8.5
Talkdesk
8.5
Validate callers
NICE inContact CXone
7.6
Talkdesk
8.4
Outbound response
NICE inContact CXone
7.3
Talkdesk
9.0
Call forwarding
NICE inContact CXone
9.0
Talkdesk
8.7
Click-to-call (CTC)
NICE inContact CXone
7.0
Talkdesk
8.4
Warm transfer
NICE inContact CXone
9.0
Talkdesk
8.5
Predictive dialing
NICE inContact CXone
6.5
Talkdesk
7.7
Interactive voice response
NICE inContact CXone
9.5
Talkdesk
8.4
REST APIs
NICE inContact CXone
9.5
Talkdesk
8.2
Call scripts
NICE inContact CXone
8.4
Talkdesk
8.2
Call tracking
NICE inContact CXone
9.0
Talkdesk
8.6
Multichannel integration
NICE inContact CXone
7.5
Talkdesk
8.4
CRM software integration
NICE inContact CXone
9.0
Talkdesk
8.0

Workforce Optimization (WFO)

NICE inContact CXone
7.8
Talkdesk
8.5
Inbound call routing
NICE inContact CXone
9.0
Talkdesk
8.7
Omnichannel inbound routing
NICE inContact CXone
8.3
Talkdesk
9.0
Recording
NICE inContact CXone
7.1
Talkdesk
9.1
Quality management
NICE inContact CXone
6.6
Talkdesk
8.6
Call analytics
NICE inContact CXone
7.5
Talkdesk
8.3
Historical reporting
NICE inContact CXone
7.5
Talkdesk
8.7
Live reporting
NICE inContact CXone
7.3
Talkdesk
8.6
Customer surveys
NICE inContact CXone
9.0
Talkdesk
7.9
Customer interaction analytics
NICE inContact CXone
7.5
Talkdesk
7.9

Pros

NICE inContact CXone

  • Attensity is able to get very precise with sentiment and can be tuned, which is important.
  • The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
  • The pricing structure is reasonable and easier to understand than other vendors.
No photo available

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 profile photo

Cons

NICE inContact CXone

  • At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
  • AI chatbots are not as good as they should be.
  • Support for agent profiles or templates that can applied to any new and existing agents.
  • UI/UX controls doesn't look modern.
Bhargav Nanekalva profile photo

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. profile photo

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
No photo available

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert profile photo

Support

NICE inContact CXone

NICE inContact CXone 8.0
Based on 2 answers
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.
No photo available

Talkdesk

Talkdesk 9.1
Based on 71 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo profile photo

Implementation

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
No photo available

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 profile photo

Return on Investment

NICE inContact CXone

  • It has improved call times and interactions over just a standard calling system.
  • During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).
Josh kimball profile photo

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 profile photo

Pricing Details

NICE inContact CXone

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 inContact CXone
8.3
Talkdesk
8.2

Likelihood to Renew

NICE inContact CXone
5.7
Talkdesk
10.0

Usability

NICE inContact CXone
7.0
Talkdesk
8.8

Support

NICE inContact CXone
8.0
Talkdesk
9.1

Implementation

NICE inContact CXone
7.0
Talkdesk
7.0

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