Compare NICE inContact CXone vs. Zendesk Guide

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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:

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard.""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.""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.""We are able to see the calls in queue and able to see if someone is available or not."

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"The product offers very good management. It has a great ability to assign tickets based on content.""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."

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"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.""It is a hassle, if you are busy and caught up with something, that it will log you out.""It could improve the quality of calls.""inContact should offer a way to send faxes.""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."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
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"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."

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Questions from the Community
Top Answer: Being able to listen in on a call, which is exceptionally good with training.
Top Answer: It could improve the quality of calls.
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Also Known As
NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy

NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. We work with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

- Industry’s best-published SLA of 99.99%

- Industry’s only guaranteed voice SLA

- 390,000+ cloud contact center agents

- 150+ countries

- 85 of Fortune 100 customers

    Overall, NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at

    Learn more about NICE inContact CXone
    Learn more about Zendesk Guide
    Sample Customers
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best BuyShopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    Computer Software Company31%
    Comms Service Provider22%
    Insurance Company11%
    Computer Software Company27%
    Financial Services Firm14%
    Construction Company9%
    Non Profit9%
    Computer Software Company33%
    Comms Service Provider18%
    Media Company6%
    Company Size
    No Data Available
    Small Business37%
    Midsize Enterprise40%
    Large Enterprise23%

    NICE inContact CXone is ranked 1st in Workforce Engagement Management with 6 reviews while Zendesk Guide is ranked 17th in Help Desk Software with 2 reviews. NICE inContact CXone is rated 9.0, while Zendesk Guide is rated 7.0. The top reviewer of NICE inContact 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 Guide writes "Good SLA options and reporting features but is not easy to set up". NICE inContact CXone is most compared with Genesys Cloud, Genesys PureConnect, Five9 and Verint Workforce Engagement Cloud, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Desk, Atlassian Confluence, TeamViewer Servicecamp and ManageEngine ServiceDesk Plus.

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    We monitor all Workforce Engagement Management 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.