NICE inContact CXone vs Talkdesk | TrustRadius

What users are saying about

Score 8 out of 10

Based on 24 reviews and ratings

Score 8.3 out of 10

Based on 140 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

8.3

Talkdesk

8.4

Agent dashboard

8.7

8.5

Validate callers

7.7

8.4

Outbound response

7.3

9.0

Call forwarding

9.0

8.7

Click-to-call (CTC)

7.0

8.4

Warm transfer

9.0

8.5

Predictive dialing

6.5

7.7

Interactive voice response

9.5

8.3

REST APIs

9.5

8.2

Call scripts

8.5

8.2

Call tracking

9.3

8.5

Multichannel integration

7.5

8.4

CRM software integration

9.0

8.0

NICE inContact CXone

7.6

Talkdesk

8.5

Inbound call routing

9.0

8.6

Omnichannel inbound routing

8.3

9.0

Recording

6.4

9.1

Quality management

6.0

8.5

Call analytics

7.7

8.2

Historical reporting

7.7

8.7

Live reporting

7.0

8.6

Customer surveys

9.0

7.7

Customer interaction analytics

7.5

7.9

Pros

The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
Integration with 3rd party sources real-time is quite good. API interoperability is great.
Integration with Salesforce is, though a bit clunky, very functional and works as intended.

Read full review

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

View all 13 answers on this topic

User interface
Dashboard views
Ease of use

Read full review

TSheets Onboarding Team Lead

IntuitAccounting, 201-500 employees

View all 126 answers on this topic

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.

Read full review

Bhargav Nanekalva

Senior PHP Full Stack Developer

CloudSEKInternet, 51-200 employees

View all 13 answers on this topic

Additional customization availability.
Ability to manage settings and queues for multiple employees or groups at once.
Difficult to adjust macro settings.

Read full review

TSheets Onboarding Team Lead

IntuitAccounting, 201-500 employees

View all 126 answers on this topic

Likelihood to Renew

NICE inContact CXone 5.7

Based on 8 answers

We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.

Read full review

Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

View all 8 answers on this topic

Talkdesk 10.0

Based on 1 answer

We are invested! :)

Read full review

Product Specialist

NationBuilderInternet, 51-200 employees

View all 1 answers on this topic

Usability

NICE inContact CXone 7.0

Based on 1 answer

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

Read full review

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

Talkdesk 9.0

Based on 11 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!

Read full review

TSheets Onboarding Team Lead

IntuitAccounting, 201-500 employees

View all 11 answers on this topic

Support

NICE inContact CXone 7.0

Based on 1 answer

They are responsive and helpful.

Read full review

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

Talkdesk 7.7

Based on 11 answers

We rarely use it, the community has great Q&As.

Read full review

Logan Blackburn

Operations Manager

Kelly Klee Private InsuranceInsurance, 11-50 employees

View all 11 answers on this topic

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.

Read full review

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

Talkdesk 7.0

Based on 1 answer

It was a little confusing but it was worth it!

Read full review

Product Specialist

NationBuilderInternet, 51-200 employees

View all 1 answers on this topic

Alternatives Considered

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.

Read full review

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 13 answers on this topic

We aren't a call center but we want the ease of doing business and analytics like one. Talkdesk is the perfect solution.

Read full review

Logan Blackburn

Operations Manager

Kelly Klee Private InsuranceInsurance, 11-50 employees

View all 126 answers on this topic

Return on Investment

Allowed for quick growth and expansion

Read full review

Verified User

Manager in Customer Service

Hospital & Health Care Company, 501-1000 employees

View all 13 answers on this topic

It improved how we reach our customers, and allowed us to have successful outbound campaigns.

Read full review

Costumer Representative Agent

EF Corporate SolutionsE-Learning, 1001-5000 employees

View all 126 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Additional Pricing Details

—

Rating Summary

NICE inContact CXone

NICE inContact CXone

NICE inContact CXone

NICE inContact CXone

NICE inContact CXone

Add comparison