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NICE CXone vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

NICE CXone
Ranking in Knowledge Management Software
7th
Average Rating
8.2
Number of Reviews
12
Ranking in other categories
Workforce Engagement Management (4th), IVR Systems (3rd), Contact Center as a Service (CCaaS) (7th)
Zendesk
Ranking in Knowledge Management Software
2nd
Average Rating
8.2
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the Knowledge Management Software category, the mindshare of NICE CXone is 4.9%, up from 3.2% compared to the previous year. The mindshare of Zendesk is 18.7%, down from 20.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

James Arvidson - PeerSpot reviewer
Sep 6, 2024
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.
Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"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."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's very convenient to use."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
 

Cons

"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."
"inContact should offer a way to send faxes."
"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."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"It could improve the quality of calls."
"One of the biggest missing pieces is a link checker."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"The solution could integrate better with QR codes from some websites such as Facebook."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
"The price is very competitive."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"From what I hear, Zendesk's pricing is a little expensive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Computer Software Company
12%
Healthcare Company
10%
Manufacturing Company
8%
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
7%
Manufacturing Company
7%
 

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 do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What needs improvement with Zendesk Support?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...
 

Comparisons

 

Also Known As

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

 

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about NICE CXone vs. Zendesk and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.