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Top Rated
623 Ratings
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Top Rated
696 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
623 Ratings
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Score 8.3 out of 100

Zendesk Support Suite

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Top Rated
696 Ratings
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Score 8.1 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

Zendesk Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
Zendesk Support Suite
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Validate callers
NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Outbound response
NICE CXone (formerly NICE inContact)
8.2
Zendesk Support Suite
Call forwarding
NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
Predictive dialing
NICE CXone (formerly NICE inContact)
7.4
Zendesk Support Suite
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
Zendesk Support Suite
REST APIs
NICE CXone (formerly NICE inContact)
7.8
Zendesk Support Suite
Call scripts
NICE CXone (formerly NICE inContact)
8.0
Zendesk Support Suite
Call tracking
NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
Zendesk Support Suite
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
Zendesk Support Suite

Workforce Optimization (WFO)

NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Inbound call routing
NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
Omnichannel inbound routing
NICE CXone (formerly NICE inContact)
8.2
Zendesk Support Suite
Recording
NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
Quality management
NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
Call analytics
NICE CXone (formerly NICE inContact)
8.4
Zendesk Support Suite
Historical reporting
NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
Live reporting
NICE CXone (formerly NICE inContact)
8.4
Zendesk Support Suite
Customer surveys
NICE CXone (formerly NICE inContact)
7.9
Zendesk Support Suite
Customer interaction analytics
NICE CXone (formerly NICE inContact)
8.0
Zendesk Support Suite

Incident and problem management

NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.9
Organize and prioritize service tickets
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.1
Expert directory
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.3
Subscription-based notifications
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
6.6
ITSM collaboration and documentation
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.1
Ticket creation and submission
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.8
Ticket response
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.4

Self Help Community

NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.8
External knowledge base
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.6
Internal knowledge base
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.9

Multi-Channel Help

NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.8
Customer portal
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.6
IVR
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.2
Social integration
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
7.8
Email support
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.4
Help Desk CRM integration
NICE CXone (formerly NICE inContact)
Zendesk Support Suite
8.1

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

Zendesk Support Suite

  • 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!
Anonymous | 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

Zendesk Support Suite

  • 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.
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

Zendesk Support Suite

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.
Lou Gallo | TrustRadius Reviewer

Usability

NICE CXone (formerly NICE inContact)

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].
Edward Oberlton | TrustRadius Reviewer

Zendesk Support Suite

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
Anonymous | 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

Zendesk Support Suite

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.
Chase Sheaffer | TrustRadius Reviewer

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

Zendesk Support Suite

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.
Taylor Wielage | TrustRadius Reviewer

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

Zendesk Support Suite

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.
Kevin Pearce | 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

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 1 answer
No answer on this topic is available.

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

Zendesk Support Suite

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.
Chase Sheaffer | TrustRadius Reviewer

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

Zendesk Support Suite

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
Anonymous | 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

Zendesk Support Suite

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.
Adam McCracken | 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

Zendesk Support Suite

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

Zendesk Support Suite

  • 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.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Screenshots

Zendesk Support Suite

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

Zendesk Support Suite

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
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
7.6

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
Zendesk Support Suite
10.0

Usability

NICE CXone (formerly NICE inContact)
8.5
Zendesk Support Suite
8.9

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
Zendesk Support Suite
8.6

Performance

NICE CXone (formerly NICE inContact)
8.0
Zendesk Support Suite
8.0

Support Rating

NICE CXone (formerly NICE inContact)
7.4
Zendesk Support Suite
6.2

In-Person Training

NICE CXone (formerly NICE inContact)
7.0
Zendesk Support Suite
10.0

Online Training

NICE CXone (formerly NICE inContact)
8.3
Zendesk Support Suite
7.9

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
Zendesk Support Suite
9.0

Scalability

NICE CXone (formerly NICE inContact)
6.7
Zendesk Support Suite

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