What users are saying about
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Top Rated
108 Ratings
Top Rated
610 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
Top Rated
610 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Zendesk
Agent dashboard
NICE inContact CXone
8.2
Zendesk
Validate callers
NICE inContact CXone
8.3
Zendesk
Outbound response
NICE inContact CXone
7.1
Zendesk
Call forwarding
NICE inContact CXone
8.1
Zendesk
Click-to-call (CTC)
NICE inContact CXone
7.1
Zendesk
Warm transfer
NICE inContact CXone
8.2
Zendesk
Predictive dialing
NICE inContact CXone
8.0
Zendesk
Interactive voice response
NICE inContact CXone
8.4
Zendesk
REST APIs
NICE inContact CXone
8.5
Zendesk
Call scripts
NICE inContact CXone
8.5
Zendesk
Call tracking
NICE inContact CXone
8.6
Zendesk
Multichannel integration
NICE inContact CXone
8.4
Zendesk
CRM software integration
NICE inContact CXone
8.6
Zendesk

Workforce Optimization (WFO)

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

Incident and problem management

NICE inContact CXone
Zendesk
7.8
Organize and prioritize service tickets
NICE inContact CXone
Zendesk
8.2
Expert directory
NICE inContact CXone
Zendesk
7.4
Subscription-based notifications
NICE inContact CXone
Zendesk
6.9
ITSM collaboration and documentation
NICE inContact CXone
Zendesk
7.8
Ticket creation and submission
NICE inContact CXone
Zendesk
8.5
Ticket response
NICE inContact CXone
Zendesk
8.2

Self Help Community

NICE inContact CXone
Zendesk
7.4
External knowledge base
NICE inContact CXone
Zendesk
7.5
Internal knowledge base
NICE inContact CXone
Zendesk
7.2

Multi-Channel Help

NICE inContact CXone
Zendesk
8.0
Customer portal
NICE inContact CXone
Zendesk
7.2
IVR
NICE inContact CXone
Zendesk
8.2
Social integration
NICE inContact CXone
Zendesk
8.4
Email support
NICE inContact CXone
Zendesk
8.0
Help Desk CRM integration
NICE inContact CXone
Zendesk
8.0

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | 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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Zendesk

Zendesk 8.2
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

NICE inContact CXone

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

NICE inContact CXone

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | 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

Zendesk

Zendesk 6.3
Based on 27 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

NICE inContact CXone

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | 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

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | 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

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | 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

NICE inContact CXone Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Zendesk
7.0

Likelihood to Renew

NICE inContact CXone
9.1
Zendesk
10.0

Usability

NICE inContact CXone
8.4
Zendesk
8.2

Reliability and Availability

NICE inContact CXone
Zendesk
8.6

Performance

NICE inContact CXone
Zendesk
8.0

Support Rating

NICE inContact CXone
7.5
Zendesk
6.3

In-Person Training

NICE inContact CXone
Zendesk
10.0

Online Training

NICE inContact CXone
Zendesk
7.9

Implementation Rating

NICE inContact CXone
7.0
Zendesk
9.0

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