NICE inContact CXone vs Talkdesk | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 97 reviews and ratings

Score 7.9 out of 10

Based on 216 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

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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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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

The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
The way to create "categories" or "topics" is more cumbersome than with other platforms.
They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.

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Verified User

Manager in Marketing

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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 9.1

Based on 9 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.

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Market Research

TRACFONE WIRELESSTelecommunications, 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 8.4

Based on 61 answers

Most of the areas of NICE inContact CXone are very user friendly. The menus are easy to navigate and the help screens are actually helpful. There are plenty of advanced features with NICE to use as well, but overall usage for the daily user is very easy to understand and navigate.

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Service Support Specialist

Century Support ServicesFinancial Services, 201-500 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 Rating

NICE inContact CXone 7.5

Based on 3 answers

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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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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Talkdesk 9.0

Based on 75 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 Rating

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

CXone has allowed us to analyze metrics and reporting in a way that we weren't able to with our previous software. This allows us to hold our employees accountable with hard data.
Issues with Personal Connection have slowed us down when we have to manually dial, but overall the tool has allowed us to work quickly and efficiently.
We've been able to explore different agentless dialing and answering machine detection tools that ramp up our numbers and the number of clients we can reach a day.

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Verified User

Technician in Other

Hospital & Health Care Company, 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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Screenshots

See All (10) NICE inContact CXone Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

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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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