NICE CXone vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 8.3 out of 10
N/A
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.N/A
Zendesk Talk
Score 8.3 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
NICE CXoneZendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
NICE CXoneZendesk Talk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXoneZendesk Talk
Considered Both Products
NICE CXone

No answer on this topic

Zendesk Talk
Chose 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.
Top Pros
Top Cons
Features
NICE CXoneZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.3
544 Ratings
1% below category average
Zendesk Talk
8.1
15 Ratings
4% below category average
Agent dashboard8.7524 Ratings7.515 Ratings
Validate callers8.5442 Ratings7.911 Ratings
Outbound response9.0460 Ratings8.513 Ratings
Call forwarding8.1417 Ratings7.914 Ratings
Click-to-call (CTC)8.3380 Ratings8.612 Ratings
Warm transfer8.7497 Ratings7.611 Ratings
Predictive dialing8.5300 Ratings7.67 Ratings
Interactive voice response8.8349 Ratings8.69 Ratings
REST APIs6.8281 Ratings8.06 Ratings
Call scripts6.7299 Ratings8.45 Ratings
Call tracking8.5477 Ratings7.713 Ratings
Multichannel integration8.4339 Ratings8.09 Ratings
CRM software integration9.1339 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
8.2
522 Ratings
2% below category average
Zendesk Talk
7.9
15 Ratings
5% below category average
Inbound call routing8.2482 Ratings7.911 Ratings
Omnichannel inbound routing8.1350 Ratings7.99 Ratings
Recording8.5463 Ratings8.214 Ratings
Quality management7.9449 Ratings8.012 Ratings
Call analytics8.5456 Ratings8.012 Ratings
Historical reporting8.7447 Ratings7.812 Ratings
Live reporting8.4433 Ratings7.213 Ratings
Customer surveys6.9278 Ratings8.07 Ratings
Customer interaction analytics8.4295 Ratings8.19 Ratings
Best Alternatives
NICE CXoneZendesk Talk
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 9.6 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 9.6 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneZendesk Talk
Likelihood to Recommend
8.5
(562 ratings)
8.4
(15 ratings)
Likelihood to Renew
9.4
(23 ratings)
-
(0 ratings)
Usability
8.6
(549 ratings)
-
(0 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.2
(7 ratings)
-
(0 ratings)
Support Rating
8.4
(5 ratings)
5.0
(3 ratings)
In-Person Training
3.2
(4 ratings)
-
(0 ratings)
Online Training
7.1
(5 ratings)
-
(0 ratings)
Implementation Rating
8.0
(8 ratings)
-
(0 ratings)
Configurability
7.1
(4 ratings)
-
(0 ratings)
Ease of integration
7.1
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
4.4
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.4
(5 ratings)
-
(0 ratings)
User Testimonials
NICE CXoneZendesk Talk
Likelihood to Recommend
NICE
I've
really appreciated the tools offered to us by NICE CXone. I particularly like the features that allow me to listen in on my agents' calls and assist them in real time. We take highly escalated customer support calls, so I need to know what is happening quickly and be able to help my agents respond
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Zendesk
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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Pros
NICE
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Zendesk
  • 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.
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Cons
NICE
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Zendesk
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
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Likelihood to Renew
NICE
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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Zendesk
No answers on this topic
Usability
NICE
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Zendesk
No answers on this topic
Reliability and Availability
NICE
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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Zendesk
No answers on this topic
Performance
NICE
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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Zendesk
No answers on this topic
Support Rating
NICE
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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Zendesk
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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In-Person Training
NICE
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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Zendesk
No answers on this topic
Online Training
NICE
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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Zendesk
No answers on this topic
Implementation Rating
NICE
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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Zendesk
No answers on this topic
Alternatives Considered
NICE
We looked at several tools for turning text into data. The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch. Attensity had taken the approach of including reporting and alerting with their text engine.
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Zendesk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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Scalability
NICE
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Zendesk
No answers on this topic
Return on Investment
NICE
  • We were able to close deals and sales to clients more effectively!
  • It is much easier for us to reach the client even if it's an International number.
  • Nice CXone has helped us a lot to communicate better with our clients.
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Zendesk
  • We were able to reduce global headcount by 20% in our call centers.
  • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
  • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent Settings