NICE CXone (formerly NICE inContact) vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 623 reviews and ratings

Score 8.1 out of 10

Based on 696 reviews and ratings

Feature Rating Comparison

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

External knowledge base

Internal knowledge base

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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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Global Service Desk Tech

Km2 SolutionsConsumer Services, 1001-5000 employees

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Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
Zendesk makes it easy for users to indicate if they are available to respond or not.
Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

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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Verified User

Employee in Sales

Financial Services Company, 51-200 employees

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Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
Provide a way for Suspended tickets (created by emails from non-users) to be better managed
Set a timer for tickets to reopen on a more individual ticket basis.

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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

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Zendesk Support Suite 10.0

Based on 38 answers

There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.

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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

NICE CXone (formerly NICE inContact) 8.5

Based on 375 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].

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Edward Oberlton

Quality Service Specialist

Alacrity ServicesInsurance, 501-1000 employees

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Zendesk Support Suite 8.9

Based on 18 answers

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility

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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

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Zendesk Support Suite 8.6

Based on 26 answers

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

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.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

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Zendesk Support Suite 8.0

Based on 20 answers

There has been minor performance degradation on a very few days out of the two years I have been using the product.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

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.

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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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Zendesk Support Suite 6.2

Based on 53 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.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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In-Person Training

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

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Zendesk Support Suite 10.0

Based on 1 answer

No answer on this topic is available.

Online Training

NICE CXone (formerly NICE inContact) 8.3

Based on 3 answers

good stuff available online help section

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Sr Manager WFM

Beachbody LLCHealth, Wellness and Fitness, 1001-5000 employees

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Zendesk Support Suite 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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Implementation Rating

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 7 answers on this topic

Zendesk Support Suite 9.0

Based on 35 answers

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 389 answers on this topic

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.

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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

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Scalability

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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 4 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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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Typist

Department of Mental HealthGovernment Administration, 201-500 employees

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The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.

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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Screenshots

See All (10) NICE CXone (formerly NICE inContact) Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

NICE CXone (formerly NICE inContact) Editions & Modules

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Additional Pricing Details

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General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Zendesk Support Suite Editions & Modules

Edition

Suite Team	$49.00¹
Suite Growth	$79.00¹
Suite Professional	$99.00¹
Suite Enterprise	$150.00¹
Additional Enterprise-Ready Plans, starting at...	$215.00¹
Support Team (Foundational Support Only)	$19.00¹

per agent/month billed annually

Additional Pricing Details

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Rating Summary

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

NICE CXone (formerly NICE inContact)

Zendesk Support Suite

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