What users are saying about
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Top Rated
752 Ratings
NICE CXone
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Top Rated
752 Ratings
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Based on 752 reviews and ratings
Zendesk Support Suite
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Top Rated
811 Ratings
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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
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
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
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
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
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
Likelihood to Recommend
8.5
NICE CXone
85%
543 Ratings

7.2
Zendesk Support Suite
72%
126 Ratings
Likelihood to Renew
6.5
NICE CXone
65%
21 Ratings

10.0
Zendesk Support Suite
100%
38 Ratings
Usability
8.7
NICE CXone
87%
529 Ratings

9.5
Zendesk Support Suite
95%
18 Ratings
Availability
5.5
NICE CXone
55%
7 Ratings

8.6
Zendesk Support Suite
86%
26 Ratings
Performance
8.1
NICE CXone
81%
7 Ratings

8.0
Zendesk Support Suite
80%
20 Ratings
Support Rating
7.4
NICE CXone
74%
6 Ratings

6.9
Zendesk Support Suite
69%
49 Ratings
In-Person Training
5.9
NICE CXone
59%
4 Ratings

10.0
Zendesk Support Suite
100%
1 Rating
Online Training
7.8
NICE CXone
78%
5 Ratings

7.9
Zendesk Support Suite
79%
9 Ratings
Implementation Rating
8.1
NICE CXone
81%
9 Ratings

9.0
Zendesk Support Suite
90%
35 Ratings
Product Scalability
6.5
NICE CXone
65%
7 Ratings

Zendesk Support Suite
N/A
0 Ratings
Likelihood to Recommend
NICE CXone
Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesZendesk 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.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
Pros
NICE CXone
- 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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
NICE CXone
- 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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesZendesk 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.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing Details
NICE CXone
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—NICE CXone 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
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
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.
Team Member
Onshape Inc.Computer Software, 51-200 employees
Usability
NICE CXone
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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Zendesk Support Suite
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability and Availability
NICE CXone
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesZendesk 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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Performance
NICE CXone
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesZendesk 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.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
NICE CXone
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Zendesk Support Suite
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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
In-Person Training
NICE CXone
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesZendesk Support Suite
Zendesk Support Suite 10.0
Based on 1 answer
No answer on this topic is available.
Online Training
NICE CXone
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
NICE CXone
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives Considered
NICE 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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesZendesk 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.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Scalability
NICE CXone
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Zendesk Support Suite
No score
No answers yet
No answers on this topic
Return on Investment
NICE CXone
- 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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
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.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees