NICE CXone vs Zendesk comparison

NICE CXone

Read 11 NICE CXone reviews

121 Views
87 Comparison Views

95% willing to recommend

Zendesk

Read 57 Zendesk reviews

740 Views
481 Comparison Views

93% willing to recommend

NICE CXone

Zendesk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between NICE CXone and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Knowledge Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed NICE CXone vs. Zendesk Report (Updated: June 2024).

Buyer's Guide

NICE CXone vs. Zendesk

June 2024

Download the complete report

Helped 787,061 peers since 2012

Categories and Ranking

NICE CXone

Ranking in Knowledge Management Software

10th

Average Rating

8.2

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (3rd), Contact Center as a Service (CCaaS) (6th)

Zendesk

Ranking in Knowledge Management Software

2nd

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (19th), Help Desk Software (11th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (14th), Community Platforms (2nd)

Market share comparison

As of June 2024, in the Knowledge Management Software category, the market share of NICE CXone is 8.8% and it increased by 58.8% compared to the previous year. The market share of Zendesk is 20.6% and it decreased by 41.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Unique Categories:

Workforce Engagement Management

8.6%

IVR Systems

21.9%

CRM Customer Engagement Centers

5.0%

CRM

1.2%

Featured Reviews

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

Enables us to have full visualization on all metrics and to manage and staff our center as necessary

I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a developer, and great service resources on hand when you can't figure it out on your own. inView has been such a great tool and is used all day every day to track live data of everything happening in our call center. We have boards for the agents to view, supervisors, managers and even the executive team. Each group loves having the ability to check at a glance to see what they need to see to gauge where the day is at.

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BharatR

Product Marketing Manager at a educational organization with 201-500 employees

Mar 15, 2024

An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer…

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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

"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 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 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."

"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."

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

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

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"The initial setup is simple and straightforward."

"It's a very stable tool, very powerful."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"Zendesk Support has a lot of good APIs."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk pros

Cons

"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."

"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."

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

"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."

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

"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."

More NICE CXone cons

"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."

"You couldn't give administrative access to new hires."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"The support team is time-consuming, and they don't find the answer to our problem."

"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."

"The price of the solution should be reduced."

"It needs to improve in terms of its flexibility, price, and installation."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

More Zendesk cons

Pricing and Cost Advice

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

"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."

"The price is very competitive."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

13%

Healthcare Company

11%

Manufacturing Company

Computer Software Company

22%

Educational Organization

10%

Financial Services Firm

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

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 ...

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

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. The pricing is expensive. Back then, we were paying $51 p...

See all answers

What needs improvement with Zendesk Support?

As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing ...

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Product Reports

Buyer's Guide

NICE CXone

May 2024

Download NICE CXone product report

Buyer's Guide

Zendesk

May 2024

Download Zendesk product report

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

NICE

Zendesk

Overview

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

NICE CXone vs. Zendesk

June 2024

Free Report: NICE CXone vs. Zendesk

Find out what your peers are saying about NICE CXone vs. Zendesk and other solutions. Updated: June 2024.

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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.