NICE CXone vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

NICE CXone
Ranking in Knowledge Management Software
10th
Average Rating
8.2
Number of Reviews
11
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
57
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)
 

Mindshare comparison

As of June 2024, in the Knowledge Management Software category, the mindshare of NICE CXone is 8.8%, up from 5.6% compared to the previous year. The mindshare of Zendesk is 20.6%, down from 35.2% 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 - PeerSpot reviewer
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.
BharatR - PeerSpot reviewer
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…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We are able to see the calls in queue and able to see if someone is available or not."
"Customer support is terrific. The team is personable, informed, and responsive."
"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."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"Zendesk Support has a lot of good APIs."
"It is a scalable solution."
"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."
"The stability has been very good."
"It's a very stable tool, very powerful."
 

Cons

"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."
"If you have hundreds of books, the initial download is slow."
"One of the biggest missing pieces is a link checker."
"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."
"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."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"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."
"The dashboard could be better."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The support team is time-consuming, and they don't find the answer to our problem."
"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 could integrate better with QR codes from some websites such as Facebook."
"It wasn't easy to set up so we're only using a third of all of the features,"
"You couldn't give administrative access to new hires."
"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."
 

Pricing and Cost Advice

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

By visitors reading reviews
Financial Services Firm
16%
Computer Software Company
13%
Healthcare Company
11%
Insurance Company
6%
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
7%
University
6%
 

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 ...
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...
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 ...
 

Comparisons

 

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

 

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about NICE CXone vs. Zendesk and other solutions. Updated: June 2024.
789,674 professionals have used our research since 2012.