What users are saying about
NICE CXone (formerly NICE inContact)
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Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 751 reviews and ratings
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 18 reviews and ratings
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
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
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesZendesk 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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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.

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesZendesk Talk
- User interface
- Setup
Director of Marketing
Visage MobileWireless, 11-50 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.

Verified User
Employee in Sales
Telecommunications Company, 201-500 employeesZendesk 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesZendesk 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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesZendesk 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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
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

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 employeesIn-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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesZendesk 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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesZendesk 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.

Verified User
Director in Customer Service
Logistics and Supply Chain Company, 11-50 employeesScalability
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees