We performed a comparison between Freshdesk and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."The organization that is possible with other departments is the solution's most valuable aspect."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The UI is easy to use."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"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."
"We are able to see the calls in queue and able to see if someone is available or not."
"Being able to listen in on a call, which is exceptionally good with training."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"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."
"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 would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"If you have hundreds of books, the initial download is slow."
"It could improve the quality of calls."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
Earn 20 points
Freshdesk is ranked 3rd in Knowledge Management Software with 27 reviews while NICE CXone is ranked 9th in Knowledge Management Software. Freshdesk is rated 8.4, while NICE CXone is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.
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