NICE inContact CXone vs Zendesk Talk

• 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!

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• 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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• 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.

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• 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

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• 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.

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• 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.

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