What users are saying about

NICE CXone Formerly NICE inContact vs Talkdesk

NICE CXone
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Top Rated
751 Ratings
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Talkdesk
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Top Rated
496 Ratings
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NICE CXone

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Top Rated
751 Ratings
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Score 8.5 out of 100

Based on 751 reviews and ratings

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Talkdesk

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Top Rated
496 Ratings
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Score 8.7 out of 100

Based on 496 reviews and ratings

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Feature Set Ratings

  • Talkdesk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.3

NICE CXone

83%
8.6

Talkdesk

86%
Talkdesk ranks higher in 12/13 features
Talkdesk ranks higher in 12/13 features

Agent dashboard

8.5
85%
507 Ratings
8.5
85%
365 Ratings

Validate callers

8.5
85%
432 Ratings
8.4
84%
323 Ratings

Outbound response

8.3
83%
448 Ratings
8.6
86%
337 Ratings

Call forwarding

8.5
85%
405 Ratings
8.7
87%
327 Ratings

Click-to-call (CTC)

8.7
87%
367 Ratings
8.7
87%
305 Ratings

Warm transfer

8.7
87%
480 Ratings
9.1
91%
345 Ratings

Predictive dialing

7.8
78%
294 Ratings
8.2
82%
168 Ratings

Interactive voice response

8.3
83%
338 Ratings
9.0
90%
237 Ratings

REST APIs

8.0
80%
270 Ratings
8.0
80%
196 Ratings

Call scripts

8.2
82%
286 Ratings
8.5
85%
164 Ratings

Call tracking

8.4
84%
460 Ratings
8.7
87%
337 Ratings

Multichannel integration

8.3
83%
325 Ratings
8.5
85%
249 Ratings

CRM software integration

8.2
82%
329 Ratings
8.5
85%
297 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone

85%
8.8

Talkdesk

88%
Talkdesk ranks higher in 9/9 features
Talkdesk ranks higher in 9/9 features

Inbound call routing

8.6
86%
465 Ratings
8.9
89%
333 Ratings

Omnichannel inbound routing

8.5
85%
336 Ratings
8.6
86%
238 Ratings

Recording

8.6
86%
448 Ratings
9.4
94%
357 Ratings

Quality management

8.6
86%
435 Ratings
9.0
90%
323 Ratings

Call analytics

8.5
85%
441 Ratings
8.7
87%
334 Ratings

Historical reporting

8.4
84%
433 Ratings
8.8
88%
337 Ratings

Live reporting

8.6
86%
418 Ratings
9.0
90%
334 Ratings

Customer surveys

8.4
84%
272 Ratings
8.6
86%
186 Ratings

Customer interaction analytics

8.3
83%
285 Ratings
8.7
87%
209 Ratings

Attribute Ratings

  • Talkdesk is rated higher in 10 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Performance, Support Rating, In-Person Training, Online Training, Implementation Rating, Product Scalability

Likelihood to Recommend

8.5

NICE CXone

85%
543 Ratings
8.8

Talkdesk

88%
395 Ratings

Likelihood to Renew

6.6

NICE CXone

66%
21 Ratings
8.5

Talkdesk

85%
15 Ratings

Usability

8.7

NICE CXone

87%
529 Ratings
8.9

Talkdesk

89%
204 Ratings

Availability

5.5

NICE CXone

55%
7 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

8.1

NICE CXone

81%
7 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

7.4

NICE CXone

74%
6 Ratings
8.1

Talkdesk

81%
187 Ratings

In-Person Training

5.9

NICE CXone

59%
4 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

7.8

NICE CXone

78%
5 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

8.1

NICE CXone

81%
9 Ratings
8.7

Talkdesk

87%
168 Ratings

Product Scalability

6.5

NICE CXone

65%
7 Ratings
10.0

Talkdesk

100%
2 Ratings

Likelihood to Recommend

NICE CXone

Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

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Anonymous | TrustRadius Reviewer
Verified User
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Talkdesk

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

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Anonymous | TrustRadius Reviewer
Verified User
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Pros

NICE CXone

  • Made work from home easy - We just have to login and start calling - No landlines.
  • Easy to extract daily, monthly reports from NICE [CXone] web app.
  • Easy to monitor agents online - who is logged in and who is not.
  • Fast and reliable - Just need internet.

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Charanjeet Singh | TrustRadius Reviewer
Charanjeet Singh
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Talkdesk

  • Studio Academy - We / our team can self learn on how to address our own problems
  • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
  • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system

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Tyler Neuwirth | TrustRadius Reviewer
Tyler Neuwirth
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Cons

NICE CXone

  • Occasionally the server will disconnect and we lose phone functionality.
  • Calls get "stuck" in the queue when they don't exist.
  • Can't remove commitments very easily when they are made.
  • Kicks you out after 2 hours. Making it annoying how you have to log back in.

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Anonymous | TrustRadius Reviewer
Verified User
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Talkdesk

  • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

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Anonymous | TrustRadius Reviewer
Verified User
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Pricing Details

NICE CXone

General

Free Trial
Yes
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Starting Price

—

NICE CXone Editions & Modules

—
Additional Pricing Details
—

Talkdesk

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details
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Likelihood to Renew

NICE CXone

NICE CXone 6.6
Based on 21 answers
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.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
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Talkdesk

Talkdesk 8.5
Based on 15 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

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Anonymous | TrustRadius Reviewer
Verified User
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Usability

NICE CXone

NICE CXone 8.7
Based on 529 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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Loreto Destura | TrustRadius Reviewer
Loreto Destura
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Talkdesk

Talkdesk 8.9
Based on 204 answers
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.

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Desiree Moore | TrustRadius Reviewer
Desiree Moore
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Reliability and Availability

NICE CXone

NICE CXone 5.5
Based on 7 answers
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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Anonymous | TrustRadius Reviewer
Verified User
View all 7 answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.

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Anonymous | TrustRadius Reviewer
Verified User
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Performance

NICE CXone

NICE CXone 8.1
Based on 7 answers
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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Anonymous | TrustRadius Reviewer
Verified User
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Talkdesk

Talkdesk 10.0
Based on 2 answers
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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Ken Cohen | TrustRadius Reviewer
Ken Cohen
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Support Rating

NICE CXone

NICE CXone 7.4
Based on 6 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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Kevin Lintner | TrustRadius Reviewer
Kevin Lintner
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Talkdesk

Talkdesk 8.1
Based on 187 answers
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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Mark de Gruiter | TrustRadius Reviewer
Mark de Gruiter
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In-Person Training

NICE CXone

NICE CXone 5.9
Based on 4 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

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Anonymous | TrustRadius Reviewer
Verified User
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Talkdesk

Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.

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Anonymous | TrustRadius Reviewer
Verified User
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Online Training

NICE CXone

NICE CXone 7.8
Based on 5 answers
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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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
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Talkdesk

Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information

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Ken Cohen | TrustRadius Reviewer
Ken Cohen
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Implementation Rating

NICE CXone

NICE CXone 8.1
Based on 9 answers
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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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
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Talkdesk

Talkdesk 8.7
Based on 168 answers
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives Considered

NICE 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.

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Anonymous | TrustRadius Reviewer
Verified User
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Talkdesk

I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.

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Anonymous | TrustRadius Reviewer
Verified User
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Scalability

NICE CXone

NICE CXone 6.5
Based on 7 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
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Talkdesk

Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.

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Anonymous | TrustRadius Reviewer
Verified User
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Return on Investment

NICE CXone

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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Gordon Ng | TrustRadius Reviewer
Gordon Ng
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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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Carlos A | TrustRadius Reviewer
Carlos A
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Screenshots

Talkdesk

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