NICE CXone vs Zendesk Support Suite

What users are saying about

Watch Demo

Score 8.5 out of 10

Based on 752 reviews and ratings

Watch Demo

Score 7.9 out of 10

Based on 811 reviews and ratings

Feature Set Ratings

Contact Center Software

8.3

NICE CXone

83%

Zendesk Support Suite

Feature Set Not Supported

N/A

NICE CXone ranks higher in 13/13 features

Agent dashboard

8.5

85%

507 Ratings

N/A

0 Ratings

Validate callers

8.5

85%

432 Ratings

N/A

0 Ratings

Outbound response

8.3

83%

448 Ratings

N/A

0 Ratings

Call forwarding

8.5

85%

405 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.7

87%

367 Ratings

N/A

0 Ratings

Warm transfer

8.7

87%

480 Ratings

N/A

0 Ratings

Predictive dialing

7.8

78%

294 Ratings

N/A

0 Ratings

Interactive voice response

8.3

83%

338 Ratings

N/A

0 Ratings

REST APIs

8.0

80%

270 Ratings

N/A

0 Ratings

Call scripts

8.2

82%

286 Ratings

N/A

0 Ratings

Call tracking

8.4

84%

460 Ratings

N/A

0 Ratings

Multichannel integration

8.3

83%

325 Ratings

N/A

0 Ratings

CRM software integration

8.2

82%

329 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone

85%

Zendesk Support Suite

Feature Set Not Supported

N/A

NICE CXone ranks higher in 9/9 features

Inbound call routing

8.6

86%

465 Ratings

N/A

0 Ratings

Omnichannel inbound routing

8.5

85%

336 Ratings

N/A

0 Ratings

Recording

8.6

86%

448 Ratings

N/A

0 Ratings

Quality management

8.6

86%

435 Ratings

N/A

0 Ratings

Call analytics

8.6

86%

441 Ratings

N/A

0 Ratings

Historical reporting

8.4

84%

433 Ratings

N/A

0 Ratings

Live reporting

8.6

86%

418 Ratings

N/A

0 Ratings

Customer surveys

8.4

84%

272 Ratings

N/A

0 Ratings

Customer interaction analytics

8.3

83%

285 Ratings

N/A

0 Ratings

Incident and problem management

NICE CXone

Feature Set Not Supported

N/A

7.1

Zendesk Support Suite

71%

Zendesk Support Suite ranks higher in 6/6 features

Organize and prioritize service tickets

N/A

0 Ratings

7.3

73%

87 Ratings

Expert directory

N/A

0 Ratings

6.2

62%

55 Ratings

Subscription-based notifications

N/A

0 Ratings

6.1

61%

62 Ratings

ITSM collaboration and documentation

N/A

0 Ratings

6.8

68%

58 Ratings

Ticket creation and submission

N/A

0 Ratings

8.1

81%

88 Ratings

Ticket response

N/A

0 Ratings

7.9

79%

87 Ratings

Self Help Community

NICE CXone

Feature Set Not Supported

N/A

6.9

Zendesk Support Suite

69%

Zendesk Support Suite ranks higher in 2/2 features

External knowledge base

N/A

0 Ratings

7.0

70%

75 Ratings

Internal knowledge base

N/A

0 Ratings

6.8

68%

70 Ratings

Multi-Channel Help

NICE CXone

Feature Set Not Supported

N/A

6.7

Zendesk Support Suite

67%

Zendesk Support Suite ranks higher in 5/5 features

Customer portal

N/A

0 Ratings

7.0

70%

69 Ratings

IVR

N/A

0 Ratings

5.3

53%

29 Ratings

Social integration

N/A

0 Ratings

6.6

66%

53 Ratings

Email support

N/A

0 Ratings

7.6

76%

84 Ratings

Help Desk CRM integration

N/A

0 Ratings

7.0

70%

63 Ratings

Attribute Ratings

NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Performance, Support Rating
Zendesk Support Suite is rated higher in 6 areas: Likelihood to Renew, Usability, Availability, In-Person Training, Online Training, Implementation Rating

NICE CXone

85%

543 Ratings

7.2

Zendesk Support Suite

72%

126 Ratings

NICE CXone

65%

21 Ratings

10.0

Zendesk Support Suite

100%

38 Ratings

NICE CXone

87%

529 Ratings

9.5

Zendesk Support Suite

95%

18 Ratings

NICE CXone

55%

7 Ratings

8.6

Zendesk Support Suite

86%

26 Ratings

NICE CXone

81%

7 Ratings

8.0

Zendesk Support Suite

80%

20 Ratings

NICE CXone

74%

6 Ratings

6.9

Zendesk Support Suite

69%

49 Ratings

NICE CXone

59%

4 Ratings

10.0

Zendesk Support Suite

100%

1 Rating

NICE CXone

78%

5 Ratings

7.9

Zendesk Support Suite

79%

9 Ratings

NICE CXone

81%

9 Ratings

9.0

Zendesk Support Suite

90%

35 Ratings

NICE CXone

65%

7 Ratings

Zendesk Support Suite

N/A

0 Ratings

Pros

Made work from home easy - We just have to login and start calling - No landlines.
Easy to extract daily, monthly reports from NICE [CXone] web app.
Easy to monitor agents online - who is logged in and who is not.
Fast and reliable - Just need internet.

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Charanjeet Singh

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 543 answers on this topic

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

View all 126 answers on this topic

Cons

Occasionally the server will disconnect and we lose phone functionality.
Calls get "stuck" in the queue when they don't exist.
Can't remove commitments very easily when they are made.
Kicks you out after 2 hours. Making it annoying how you have to log back in.

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Verified User

Supervisor in Customer Service

Security & Investigations Company, 51-200 employees

View all 543 answers on this topic

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

View all 126 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

NICE CXone Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Starting Price

$19 per agent/month billed annually

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

—

Likelihood to Renew

NICE CXone 6.5

Based on 21 answers

Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

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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Lou Gallo

Team Member

Onshape Inc.Computer Software, 51-200 employees

View all 38 answers on this topic

Usability

NICE CXone 8.7

Based on 529 answers

In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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Loreto Destura

Sales Solution Architect

IBM Business ServicesInformation Technology & Services, 201-500 employees

View all 529 answers on this topic

Zendesk Support Suite 9.5

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

View all 18 answers on this topic

Reliability and Availability

NICE CXone 5.5

Based on 7 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

View all 7 answers on this topic

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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Chase Sheaffer

Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

View all 26 answers on this topic

Performance

NICE CXone 8.1

Based on 7 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

View all 7 answers on this topic

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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Taylor Wielage

CFO/Director of Application Development

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

View all 20 answers on this topic

Support Rating

NICE CXone 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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Kevin Lintner

Data Analyst

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

View all 6 answers on this topic

Zendesk Support Suite 6.9

Based on 49 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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Kevin Pearce

Director of support and services

HyporiComputer & Network Security, 11-50 employees

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In-Person Training

NICE CXone 5.9

Based on 4 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

View all 4 answers on this topic

Zendesk Support Suite 10.0

Based on 1 answer

No answer on this topic is available.

Online Training

NICE CXone 7.8

Based on 5 answers

I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 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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Chase Sheaffer

Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

View all 9 answers on this topic

Implementation Rating

NICE CXone 8.1

Based on 9 answers

In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 9 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

View all 35 answers on this topic

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 543 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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Adam McCracken

Vice President, e-Commerce

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

View all 126 answers on this topic

Scalability

NICE CXone 6.5

Based on 7 answers

As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 7 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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Gordon Ng

Typist

Department of Mental HealthGovernment Administration, 201-500 employees

View all 543 answers on this topic

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

View all 126 answers on this topic

Screenshots

See All (10) NICE CXone Screenshots

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NICE CXone

Zendesk Support Suite

NICE CXone

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

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

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

Zendesk Support Suite

External knowledge base

Internal knowledge base

NICE CXone

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

NICE CXone

Zendesk Support Suite

Likelihood to Recommend

NICE CXone

Zendesk Support Suite

Pros

NICE CXone

Zendesk Support Suite

Cons

NICE CXone

Zendesk Support Suite

Pricing Details

General

Free Trial

Free/Freemium Version