NICE CXone and Freshdesk both compete in customer experience solutions. NICE CXone has the upper hand in serving large enterprises due to its superior cloud-based infrastructure and omnichannel capabilities, while Freshdesk excels for small to medium-sized businesses with its competitive pricing and user-friendly features.
Features: Freshdesk is valued for customizable ticketing, automation capabilities, and a strong knowledge base framework that eases team collaboration. Its intuitive interface supports efficient operations. NICE CXone offers omnichannel capabilities, advanced call scripting, and real-time analytics that support enterprise-scale support centers. It provides deep reporting and cloud technology integrations.
Room for Improvement: NICE CXone could improve its reporting features, integration with AWS, and refine its user interface design for better audio quality. Freshdesk may enhance its social media features, reduce the application size, and improve cloud service integration while simplifying agent features and dashboard functionality.
Ease of Deployment and Customer Service: NICE CXone supports both private and public cloud environments, receiving high praise for quick technical support and dedicated account managers. Freshdesk focuses on public cloud deployment and delivers responsive customer service, although feature development requests may face slower response times.
Pricing and ROI: NICE CXone reduces costs through efficient cloud infrastructure, offering a significant ROI when compared to solutions like Genesis. Freshdesk's competitive pricing appeals to cost-conscious businesses, although its lack of some integrated features can lead to additional expenditures.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
We have our own technical account manager which provides us with substantial visibility.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
In general, the stability is good.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 4.3% |
| NICE CXone | 5.8% |
| Other | 89.9% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 3 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.
NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.
What are the key features of NICE CXone?NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.
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