What users are saying about
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Top Rated
97 Ratings
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Top Rated
216 Ratings

NICE inContact CXone

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Top Rated
97 Ratings
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Score 8.3 out of 100

Talkdesk

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Top Rated
216 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Talkdesk
8.6
Agent dashboard
NICE inContact CXone
8.3
Talkdesk
8.6
Validate callers
NICE inContact CXone
8.3
Talkdesk
8.6
Outbound response
NICE inContact CXone
7.1
Talkdesk
9.2
Call forwarding
NICE inContact CXone
8.1
Talkdesk
8.9
Click-to-call (CTC)
NICE inContact CXone
7.1
Talkdesk
8.6
Warm transfer
NICE inContact CXone
8.2
Talkdesk
8.6
Predictive dialing
NICE inContact CXone
7.9
Talkdesk
8.3
Interactive voice response
NICE inContact CXone
8.4
Talkdesk
8.7
REST APIs
NICE inContact CXone
8.6
Talkdesk
8.2
Call scripts
NICE inContact CXone
8.5
Talkdesk
8.5
Call tracking
NICE inContact CXone
8.6
Talkdesk
8.9
Multichannel integration
NICE inContact CXone
8.4
Talkdesk
8.3
CRM software integration
NICE inContact CXone
8.6
Talkdesk
8.3

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Talkdesk
8.7
Inbound call routing
NICE inContact CXone
9.0
Talkdesk
8.9
Omnichannel inbound routing
NICE inContact CXone
8.6
Talkdesk
9.1
Recording
NICE inContact CXone
8.3
Talkdesk
9.3
Quality management
NICE inContact CXone
8.2
Talkdesk
8.7
Call analytics
NICE inContact CXone
8.3
Talkdesk
8.4
Historical reporting
NICE inContact CXone
8.1
Talkdesk
8.9
Live reporting
NICE inContact CXone
7.6
Talkdesk
8.7
Customer surveys
NICE inContact CXone
8.8
Talkdesk
8.2
Customer interaction analytics
NICE inContact CXone
8.5
Talkdesk
8.2

Pros

NICE inContact CXone

  • 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.
Hans Hong | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

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. | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

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.
Justin Sarni | TrustRadius Reviewer

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

NICE inContact CXone

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.
Lenny Byers | TrustRadius Reviewer

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 | TrustRadius Reviewer

Support Rating

NICE inContact CXone

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.
Kevin Lintner | TrustRadius Reviewer

Talkdesk

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.
Clara Rizzo | TrustRadius Reviewer

Implementation Rating

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 | TrustRadius Reviewer

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

General

Free Trial
Yes
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
8.5
Talkdesk
8.3

Likelihood to Renew

NICE inContact CXone
9.1
Talkdesk
10.0

Usability

NICE inContact CXone
8.4
Talkdesk
8.8

Support Rating

NICE inContact CXone
7.5
Talkdesk
9.0

Implementation Rating

NICE inContact CXone
7.0
Talkdesk
7.0

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