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."It has the ability to edit the HTML, as well as the WYSIWYG."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"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."
"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 are able to see the calls in queue and able to see if someone is available or not."
"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."
"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 initial setup is simple and straightforward."
"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 product offers very good management. It has a great ability to assign tickets based on content."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"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."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"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."
"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."
"The solution itself wasn't easy to set up."
"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."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The support team is time-consuming, and they don't find the answer to our problem."
"It needs to improve in terms of its flexibility, price, and installation."
Earn 20 points
NICE CXone is ranked 9th 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 Verint Open CCaaS, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and 4me.
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