NICE CXone vs TalkDesk comparison

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805 views|564 comparisons
TalkDesk Logo
124 views|84 comparisons
Executive Summary

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

Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS).
To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "We had a custom setup that cost us some money."
  • More NICE CXone Pricing and Cost Advice →

    Information Not Available
    Ranking
    Views
    805
    Comparisons
    564
    Reviews
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    Average Words per Review
    0
    Rating
    N/A
    Views
    124
    Comparisons
    84
    Reviews
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    Average Words per Review
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    Buyer's Guide
    Contact Center as a Service (CCaaS)
    March 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: March 2024.
    765,386 professionals have used our research since 2012.
    Comparisons
    Nuance IVR logo
    Compared 15% of the time.
    Genesys Cloud CX logo
    Compared 15% of the time.
    Sprinklr logo
    Compared 10% of the time.
    Five9 logo
    Compared 6% of the time.
    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
    Learn More
    TalkDesk
    Video Not Available
    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.

    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
    Top Industries
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    No Data Available
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    No Data Available
    Buyer's Guide
    Contact Center as a Service (CCaaS)
    March 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: March 2024.
    765,386 professionals have used our research since 2012.

    NICE CXone is ranked 6th in Contact Center as a Service (CCaaS) while TalkDesk is ranked 10th in Contact Center as a Service (CCaaS). NICE CXone is rated 8.2, while TalkDesk is rated 0.0. 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, NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9, whereas TalkDesk is most compared with Five9 and Genesys Cloud CX.

    See our list of best Contact Center as a Service (CCaaS) vendors.

    We monitor all Contact Center as a Service (CCaaS) 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.