NICE inContact CXone vs Talkdesk | TrustRadius

What users are saying about

Score 7.8 out of 10

Based on 27 reviews and ratings

Score 8.2 out of 10

Based on 202 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

Talkdesk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE inContact CXone

Talkdesk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Manager in Marketing

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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

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Bilingual Receptionist

Ruby ReceptionistsTelecommunications, 201-500 employees

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Cons

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.

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Bhargav Nanekalva

Senior PHP Full Stack Developer

CloudSEKInternet, 51-200 employees

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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.

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Greg Zalecki Jr.

Director of Client Services

Sema4Biotechnology, 201-500 employees

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Likelihood to Renew

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

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Verified User

Manager in Marketing

Telecommunications Company, 501-1000 employees

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Talkdesk 10.0

Based on 1 answer

We are invested! :)

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Product Specialist

NationBuilderInternet, 51-200 employees

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Usability

NICE inContact CXone 7.0

Based on 1 answer

For the average user - it does what it says it will.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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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.

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Special Incidents

JunoTransportation/Trucking/Railroad, 51-200 employees

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Support

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.

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Verified User

Administrative Assistant in Other

Higher Education Company, 1001-5000 employees

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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.

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Admin Specialist

EFEducation Management, 10,001+ employees

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Implementation

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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Talkdesk 7.0

Based on 1 answer

It was a little confusing but it was worth it!

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Product Specialist

NationBuilderInternet, 51-200 employees

View all 1 answers on this topic

Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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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

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Becky Jewell Laughton

Implementation Project Manager

XolaInternet, 51-200 employees

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Return on Investment

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).

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Universal agent

OrvisRetail, 5001-10,000 employees

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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.

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Member Advocate

Happy MoneyFinancial Services, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE inContact CXone

Talkdesk

NICE inContact CXone

Talkdesk

NICE inContact CXone

Talkdesk

NICE inContact CXone

Talkdesk

NICE inContact CXone

Talkdesk

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