NICE CXone (formerly NICE inContact) vs Talkdesk

• The quality of the calls are great, i rarely have to report any type of call issues
• The admin portal is very organized and it makes it easier to find information about users and stations
• The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information

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• It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
• You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
• It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.

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• When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
• It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
• When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
• When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.

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• I'd like them to be a stand alone for all support services.
• The amount of time it takes for a customer to be routed can be lengthy.
• At times, the connectivity via headphones (even with the recommended ones) is not great.

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• 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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• The timing of Talkdesk has been at a time when there are so many variances the company had zero home working prior to implementation, Desktop restrictions. However given the ability to offer home working has kept our organisation going with only 4 days down time ROI has been covered within our 9 months.

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