What users are saying about
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Top Rated
107 Ratings
8 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100
8 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
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

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Zendesk Talk
6.7
Agent dashboard
NICE inContact CXone
8.2
Zendesk Talk
5.7
Validate callers
NICE inContact CXone
8.3
Zendesk Talk
4.7
Outbound response
NICE inContact CXone
7.1
Zendesk Talk
5.1
Call forwarding
NICE inContact CXone
8.1
Zendesk Talk
8.2
Click-to-call (CTC)
NICE inContact CXone
7.1
Zendesk Talk
7.6
Warm transfer
NICE inContact CXone
8.2
Zendesk Talk
6.0
Predictive dialing
NICE inContact CXone
8.0
Zendesk Talk
Interactive voice response
NICE inContact CXone
8.4
Zendesk Talk
5.0
REST APIs
NICE inContact CXone
8.5
Zendesk Talk
9.0
Call scripts
NICE inContact CXone
8.5
Zendesk Talk
Call tracking
NICE inContact CXone
8.6
Zendesk Talk
7.7
Multichannel integration
NICE inContact CXone
8.4
Zendesk Talk
7.6
CRM software integration
NICE inContact CXone
8.6
Zendesk Talk
7.3

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Zendesk Talk
6.5
Inbound call routing
NICE inContact CXone
9.0
Zendesk Talk
7.0
Omnichannel inbound routing
NICE inContact CXone
8.6
Zendesk Talk
9.3
Recording
NICE inContact CXone
8.4
Zendesk Talk
8.7
Quality management
NICE inContact CXone
8.2
Zendesk Talk
6.7
Call analytics
NICE inContact CXone
8.3
Zendesk Talk
5.2
Historical reporting
NICE inContact CXone
8.1
Zendesk Talk
5.4
Live reporting
NICE inContact CXone
7.6
Zendesk Talk
6.6
Customer surveys
NICE inContact CXone
8.7
Zendesk Talk
4.6
Customer interaction analytics
NICE inContact CXone
8.5
Zendesk Talk
5.0

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | 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 inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 70 answers
Because of the recent outages and bad user experiences, we have been crippled over the past two months. While we receive notifications and alerts about what is happening; we are not given any optional workarounds to get us working. It's difficult to service our customers if we are not able to connect with them; even for a minute.
SHERYL WALTON | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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 5.6
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Implementation Rating

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact 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.
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

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | 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

Screenshots

Pricing Details

NICE inContact CXone

General

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

Zendesk Talk

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Zendesk Talk
7.8

Likelihood to Renew

NICE inContact CXone
9.1
Zendesk Talk

Usability

NICE inContact CXone
8.4
Zendesk Talk

Support Rating

NICE inContact CXone
7.5
Zendesk Talk
5.6

Implementation Rating

NICE inContact CXone
7.0
Zendesk Talk

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