NICE CXone vs TalkDesk comparison

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NICE CXone

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Executive SummaryUpdated on Feb 17, 2025

NICE CXone and TalkDesk are competing contact center platforms offering comprehensive features tailored for various market needs. NICE CXone seems to have the upper hand in integration capabilities and scalability, while TalkDesk excels in ease of use and innovative AI-driven functionalities.

Features: NICE CXone is known for its robust reporting tools, vast integration options, and scalability to support large operations. TalkDesk stands out with advanced AI functionalities, seamless call routing, and user-friendly interfaces.

Room for Improvement: NICE CXone could enhance its ease of use and focus on simplifying its interface. TalkDesk might benefit from expanding integration options and improving its scalability to handle larger operations. Both platforms could also enhance customization capabilities to better cater to specific business needs.

Ease of Deployment and Customer Service: NICE CXone requires a more extensive setup process demanding technical resources, but offers comprehensive customer support. TalkDesk features a quicker, simpler deployment model with efficient customer service addressing issues promptly.

Pricing and ROI: NICE CXone presents a higher initial setup cost but offers significant ROI through its comprehensive capabilities. TalkDesk provides more flexible pricing, with lower initial costs and viable ROI driven by ease of implementation and effective AI usage to improve efficiency.

To learn more, read our detailed NICE CXone vs. TalkDesk Report (Updated: March 2025).

NICE CXone vs. TalkDesk

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

NICE CXone

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (3rd), IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th)

TalkDesk

Ranking in Contact Center as a Service (CCaaS)

5th

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th)

Mindshare comparison

As of April 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of NICE CXone is 12.2%, up from 9.9% compared to the previous year. The mindshare of TalkDesk is 1.8%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We are able to see the calls in queue and able to see if someone is available or not."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"Being able to listen in on a call, which is exceptionally good with training."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"Customer support is terrific. The team is personable, informed, and responsive."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"The most valuable feature of the solution is its ease of use."

"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."

"TalkDesk enhanced customer service with AI."

"The solution is quite user-friendly."

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."

"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."

"It is very simple to learn how to use TalkDesk."

"The initial setup was straightforward."

More TalkDesk pros

Cons

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"If you have hundreds of books, the initial download is slow."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"One of the biggest missing pieces is a link checker."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"inContact should offer a way to send faxes."

More NICE CXone cons

"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."

"The product must automate certain features so the agents do not have to do things manually."

"The solution lacks some features for outbound campaigns compared to other providers."

"There is room for improvement in the flexibility of the dashboard and reporting customization."

"We faced issues with bulk SMS."

"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."

"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."

More TalkDesk cons

Pricing and Cost Advice

"We had a custom setup that cost us some money."

"If we need less number of licenses, the pricing will be high."

"TalkDesk's pricing is with the investment."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Computer Software Company

15%

Manufacturing Company

Healthcare Company

Computer Software Company

15%

Retailer

13%

Energy/Utilities Company

12%

Non Profit

12%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What needs improvement with NICE CXone?

One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...

What is your primary use case for NICE CXone?

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...

What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

What is your experience regarding pricing and costs for TalkDesk?

TalkDesk's pricing is with the investment.

What needs improvement with TalkDesk?

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to nigh...

What is your primary use case for TalkDesk?

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

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Product Reports

NICE CXone

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Also Known As

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy, Discover, VPI Empower, Brand Embassy, goMoxie

No data available

Overview

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter

NICE CXone vs. TalkDesk