We performed a comparison between NICE CXone and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about Atlassian, Zendesk, Freshworks and others in Knowledge Management Software."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."
"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."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"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."
"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."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The stability has been very good."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"Zendesk Support has a lot of good APIs."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"If you have hundreds of books, the initial download is slow."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"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."
"One of the biggest missing pieces is a link checker."
"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."
"inContact should offer a way to send faxes."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"The price of the solution should be reduced."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"The dashboard could be better."
Earn 20 points
NICE CXone is ranked 10th in Knowledge Management Software while Zendesk is ranked 2nd in Knowledge Management Software with 57 reviews. NICE CXone is rated 8.2, while Zendesk is rated 8.2. 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". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Avaya Workforce Engagement, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and PagerDuty Operations Cloud.
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We monitor all Knowledge Management Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
