What users are saying about
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Top Rated
140 Ratings
24 Ratings
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Score 8 out of 101

Talkdesk

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Top Rated
140 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Talkdesk

I think Talkdesk is well suited to a team of 1-50 people. One person on a super small support team could do just fine with Talkdesk, and up to 50 people could use Talkdesk well (Given the plan my company is currently on). If I were starting a company or just getting going with a business and had maybe 3 support reps, I'd get them set up on Talkdesk. That said, if I was running a company of 200 people, I'd look into both Talkdesk and other solutions. Talkdesk also integrates with Salesforce - which is a BIG deal for many enterprises. Basically, if your company is big enough to use Salesforce, it is big enough to benefit from Talkdesk.
Becky Jewell Laughton profile photo

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Talkdesk
8.4
Agent dashboard
NICE inContact CXone
8.7
Talkdesk
8.5
Validate callers
NICE inContact CXone
7.7
Talkdesk
8.4
Outbound response
NICE inContact CXone
7.3
Talkdesk
9.0
Call forwarding
NICE inContact CXone
9.0
Talkdesk
8.7
Click-to-call (CTC)
NICE inContact CXone
7.0
Talkdesk
8.4
Warm transfer
NICE inContact CXone
9.0
Talkdesk
8.5
Predictive dialing
NICE inContact CXone
6.5
Talkdesk
7.7
Interactive voice response
NICE inContact CXone
9.5
Talkdesk
8.3
REST APIs
NICE inContact CXone
9.5
Talkdesk
8.2
Call scripts
NICE inContact CXone
8.5
Talkdesk
8.2
Call tracking
NICE inContact CXone
9.3
Talkdesk
8.5
Multichannel integration
NICE inContact CXone
7.5
Talkdesk
8.4
CRM software integration
NICE inContact CXone
9.0
Talkdesk
8.0

Workforce Optimization (WFO)

NICE inContact CXone
7.6
Talkdesk
8.5
Inbound call routing
NICE inContact CXone
9.0
Talkdesk
8.6
Omnichannel inbound routing
NICE inContact CXone
8.3
Talkdesk
9.0
Recording
NICE inContact CXone
6.4
Talkdesk
9.1
Quality management
NICE inContact CXone
6.0
Talkdesk
8.5
Call analytics
NICE inContact CXone
7.7
Talkdesk
8.2
Historical reporting
NICE inContact CXone
7.7
Talkdesk
8.7
Live reporting
NICE inContact CXone
7.0
Talkdesk
8.6
Customer surveys
NICE inContact CXone
9.0
Talkdesk
7.7
Customer interaction analytics
NICE inContact CXone
7.5
Talkdesk
7.9

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 profile photo

Talkdesk

  • User interface
  • Dashboard views
  • Ease of use
Kyler D profile photo

Cons

NICE inContact CXone

  • At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
  • AI chatbots are not as good as they should be.
  • Support for agent profiles or templates that can applied to any new and existing agents.
  • UI/UX controls doesn't look modern.
Bhargav Nanekalva profile photo

Talkdesk

  • Additional customization availability.
  • Ability to manage settings and queues for multiple employees or groups at once.
  • Difficult to adjust macro settings.
Kyler D profile photo

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 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 profile photo

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Talkdesk

Talkdesk 9.0
Based on 11 answers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
Kyler D profile photo

Support

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Talkdesk

Talkdesk 7.7
Based on 11 answers
We rarely use it, the community has great Q&As.
Logan Blackburn profile photo

Implementation

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 profile photo

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

NICE inContact CXone

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce profile photo

Talkdesk

We aren't a call center but we want the ease of doing business and analytics like one. Talkdesk is the perfect solution.
Logan Blackburn profile photo

Return on Investment

NICE inContact CXone

  • Allowed for quick growth and expansion
No photo available

Talkdesk

  • It improved how we reach our customers, and allowed us to have successful outbound campaigns.
Thiago Leal profile photo

Pricing Details

NICE inContact CXone

General

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

Talkdesk

General

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

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