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Top Rated
751 Ratings
18 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100
18 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • NICE CXone (formerly NICE inContact) ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.3

NICE CXone (formerly NICE inContact)

83%
6.8

Zendesk Talk

68%
NICE CXone (formerly NICE inContact) ranks higher in 10/13 features

Agent dashboard

8.4
84%
507 Ratings
5.0
50%
5 Ratings

Validate callers

8.5
85%
432 Ratings
4.0
40%
3 Ratings

Outbound response

8.3
83%
448 Ratings
5.0
50%
4 Ratings

Call forwarding

8.5
85%
405 Ratings
9.0
90%
4 Ratings

Click-to-call (CTC)

8.7
87%
367 Ratings
8.4
84%
5 Ratings

Warm transfer

8.7
87%
480 Ratings
5.6
56%
4 Ratings

Predictive dialing

7.8
78%
294 Ratings
N/A
0 Ratings

Interactive voice response

8.2
82%
338 Ratings
5.0
50%
1 Rating

REST APIs

8.0
80%
270 Ratings
9.0
90%
1 Rating

Call scripts

8.1
81%
285 Ratings
N/A
0 Ratings

Call tracking

8.4
84%
460 Ratings
7.8
78%
4 Ratings

Multichannel integration

8.2
82%
325 Ratings
7.5
75%
3 Ratings

CRM software integration

8.2
82%
329 Ratings
8.3
83%
3 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone (formerly NICE inContact)

85%
6.3

Zendesk Talk

63%
NICE CXone (formerly NICE inContact) ranks higher in 7/9 features

Inbound call routing

8.5
85%
465 Ratings
7.4
74%
4 Ratings

Omnichannel inbound routing

8.4
84%
336 Ratings
10.0
100%
2 Ratings

Recording

8.6
86%
448 Ratings
9.2
92%
5 Ratings

Quality management

8.6
86%
435 Ratings
6.5
65%
3 Ratings

Call analytics

8.5
85%
441 Ratings
4.1
41%
4 Ratings

Historical reporting

8.4
84%
433 Ratings
5.0
50%
4 Ratings

Live reporting

8.5
85%
418 Ratings
7.0
70%
4 Ratings

Customer surveys

8.3
83%
271 Ratings
3.1
31%
2 Ratings

Customer interaction analytics

8.3
83%
284 Ratings
4.4
44%
3 Ratings

Attribute Ratings

  • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.4

NICE CXone (formerly NICE inContact)

84%
543 Ratings
8.1

Zendesk Talk

81%
5 Ratings

Likelihood to Renew

6.9

NICE CXone (formerly NICE inContact)

69%
21 Ratings

Zendesk Talk

N/A
0 Ratings

Usability

8.6

NICE CXone (formerly NICE inContact)

86%
529 Ratings

Zendesk Talk

N/A
0 Ratings

Availability

5.7

NICE CXone (formerly NICE inContact)

57%
7 Ratings

Zendesk Talk

N/A
0 Ratings

Performance

8.2

NICE CXone (formerly NICE inContact)

82%
7 Ratings

Zendesk Talk

N/A
0 Ratings

Support Rating

7.4

NICE CXone (formerly NICE inContact)

74%
6 Ratings
5.0

Zendesk Talk

50%
6 Ratings

In-Person Training

6.1

NICE CXone (formerly NICE inContact)

61%
4 Ratings

Zendesk Talk

N/A
0 Ratings

Online Training

7.9

NICE CXone (formerly NICE inContact)

79%
5 Ratings

Zendesk Talk

N/A
0 Ratings

Implementation Rating

8.1

NICE CXone (formerly NICE inContact)

81%
9 Ratings

Zendesk Talk

N/A
0 Ratings

Product Scalability

6.5

NICE CXone (formerly NICE inContact)

65%
7 Ratings

Zendesk Talk

N/A
0 Ratings

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Pros

NICE CXone (formerly NICE inContact)

  • 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.
Charanjeet Singh | TrustRadius Reviewer

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Anonymous | TrustRadius Reviewer

Cons

NICE CXone (formerly NICE inContact)

  • 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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

  • User interface
  • Setup
Vincent Frisina | TrustRadius Reviewer

Pricing Details

NICE CXone (formerly NICE inContact)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Zendesk Talk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
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.
Vinicius Leite | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 529 answers
If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Reliability and Availability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 5.7
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
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Performance

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

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 Talk

Zendesk Talk 5.0
Based on 6 answers
It did what was expected, but could have looked better. The interface seems to be lacking
Anonymous | TrustRadius Reviewer

In-Person Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.1
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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Online Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.9
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.
Dailson Laurentino | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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.
Dailson Laurentino | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

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 Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | TrustRadius Reviewer

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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.
Vinicius Leite | TrustRadius Reviewer

Zendesk Talk

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 Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

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