What users are saying about
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Top Rated
626 Ratings
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Top Rated
327 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
626 Ratings
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Score 8.3 out of 100

Talkdesk

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Top Rated
327 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Talkdesk

Talkdesk is great for monitoring calls and agent activity. The reporting is clear and concise and is readily available very quickly. The status monitoring feature is easy to use for all agents, and call recordings are retrievable easily and quickly. It is also easy to redirect calls/transfer calls to different departments. Talkdesk suits us really well as we have lots of different departments all working remotely in different time zones, and Talkdesk allows us to have everyone online and visible where necessary.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
Talkdesk
8.7
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.2
Validate callers
NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.8
Outbound response
NICE CXone (formerly NICE inContact)
8.2
Talkdesk
8.6
Call forwarding
NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.5
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
Talkdesk
9.0
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
Talkdesk
9.3
Predictive dialing
NICE CXone (formerly NICE inContact)
7.4
Talkdesk
8.1
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
Talkdesk
8.8
REST APIs
NICE CXone (formerly NICE inContact)
7.8
Talkdesk
8.7
Call scripts
NICE CXone (formerly NICE inContact)
8.0
Talkdesk
9.1
Call tracking
NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.9
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
Talkdesk
8.3
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
Talkdesk
8.7

Workforce Optimization (WFO)

NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.6
Inbound call routing
NICE CXone (formerly NICE inContact)
8.5
Talkdesk
8.8
Omnichannel inbound routing
NICE CXone (formerly NICE inContact)
8.2
Talkdesk
8.4
Recording
NICE CXone (formerly NICE inContact)
8.5
Talkdesk
9.3
Quality management
NICE CXone (formerly NICE inContact)
8.5
Talkdesk
8.5
Call analytics
NICE CXone (formerly NICE inContact)
8.4
Talkdesk
8.4
Historical reporting
NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.3
Live reporting
NICE CXone (formerly NICE inContact)
8.4
Talkdesk
8.3
Customer surveys
NICE CXone (formerly NICE inContact)
7.9
Talkdesk
8.7
Customer interaction analytics
NICE CXone (formerly NICE inContact)
8.0
Talkdesk
8.9

Pros

NICE CXone (formerly NICE inContact)

  • 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
Jose Turcios | TrustRadius Reviewer

Talkdesk

  • 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.
Douglas Chong | TrustRadius Reviewer

Cons

NICE CXone (formerly NICE inContact)

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk 8.5
Based on 6 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.
Anonymous | TrustRadius Reviewer

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 378 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Talkdesk

Talkdesk 9.0
Based on 71 answers
The whole system is user friendly and there is practically no need of a induction period or an introduction education. You can have an agent [have it] set up and working in a few minutes from log in to the first phone call. For an Admin navigation, the reporting features is a bit tricky but manageable.
Veselina Bodurova | TrustRadius Reviewer

Reliability and Availability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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
Anonymous | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Performance

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 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.
Anonymous | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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.
Kevin Lintner | TrustRadius Reviewer

Talkdesk

Talkdesk 8.7
Based on 186 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.
Mark de Gruiter | TrustRadius Reviewer

In-Person Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 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.
Anonymous | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Online Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk 8.9
Based on 34 answers
The speed of deployment is great. I don't think that we need anything more than what we have currently. Talkdesk has helped us a lot in the customer satisfaction point of view and gave us the opportunity to verify all the situations in a timely manner. For me, Talkdesk has worked wonders
Shehzad Sidhu | TrustRadius Reviewer

Alternatives Considered

NICE CXone (formerly NICE inContact)

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 use all of these daily and Talkdesk is our go-to for calls and customer follow-up. We have had a good experience that continues to get better so there's no need to fix what isn't broken. At the end of the day, our customers want to get ahold of us in many different ways depending on their preferred methods of communication. We need to keep all of our channels open and Talkdesk is our best solution for speaking directly to our customers.
Anthony Sieker | TrustRadius Reviewer

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Return on Investment

NICE CXone (formerly NICE inContact)

  • 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.
Gordon Ng | TrustRadius Reviewer

Talkdesk

  • 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.
Christopher Pash | TrustRadius Reviewer

Screenshots

Pricing Details

NICE CXone (formerly NICE inContact)

General

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

NICE CXone (formerly NICE inContact) Editions & Modules

Additional Pricing Details

Talkdesk

General

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

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
Talkdesk
8.5

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
Talkdesk
8.5

Usability

NICE CXone (formerly NICE inContact)
8.5
Talkdesk
9.0

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
Talkdesk

Performance

NICE CXone (formerly NICE inContact)
8.0
Talkdesk

Support Rating

NICE CXone (formerly NICE inContact)
7.4
Talkdesk
8.7

In-Person Training

NICE CXone (formerly NICE inContact)
7.0
Talkdesk

Online Training

NICE CXone (formerly NICE inContact)
8.3
Talkdesk

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
Talkdesk
8.9

Scalability

NICE CXone (formerly NICE inContact)
6.7
Talkdesk

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