NICE CXone vs Zendesk comparison

NICE CXone

Read 11 NICE CXone reviews

118 Views
85 Comparison Views

95% willing to recommend

Zendesk

Read 58 Zendesk reviews

717 Views
470 Comparison Views

93% willing to recommend

NICE CXone

Zendesk

Comparison Buyer's Guide

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Executive Summary

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

Find out in this report how the two Knowledge Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed NICE CXone vs. Zendesk Report (Updated: July 2024).

Buyer's Guide

NICE CXone vs. Zendesk

July 2024

Download the complete report

Helped 793,295 peers since 2012

Categories and Ranking

NICE CXone

Ranking in Knowledge Management Software

10th

Average Rating

8.2

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), IVR Systems (3rd), Contact Center as a Service (CCaaS) (7th)

Zendesk

Ranking in Knowledge Management Software

2nd

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (20th), Help Desk Software (11th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Community Platforms (2nd)

Mindshare comparison

As of July 2024, in the Knowledge Management Software category, the mindshare of NICE CXone is 12.5%, up from 2.3% compared to the previous year. The mindshare of Zendesk is 43.8%, down from 50.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Unique Categories:

Workforce Engagement Management

18.8%

IVR Systems

18.8%

CRM Customer Engagement Centers

8.7%

CRM

0.8%

Featured Reviews

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

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.

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BharatR

Product Marketing Manager at a educational organization with 201-500 employees

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…

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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:

Pros

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"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."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"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."

"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."

"Being able to listen in on a call, which is exceptionally good with training."

"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."

"The initial setup is simple and straightforward."

"The stability has been very good."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"It's a very stable tool, very powerful."

"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."

"It is a scalable solution."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk pros

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."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"If you have hundreds of books, the initial download is slow."

"inContact should offer a way to send faxes."

"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."

"It could improve the quality of calls."

"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."

More NICE CXone cons

"It needs to improve in terms of its flexibility, price, and installation."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"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,"

"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."

"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 price of the solution should be reduced."

"You couldn't give administrative access to new hires."

More Zendesk cons

Pricing and Cost Advice

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

"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."

"From what I hear, Zendesk's pricing is a little expensive."

"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."

"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."

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793,295 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Computer Software Company

13%

Healthcare Company

11%

Insurance Company

Computer Software Company

23%

Educational Organization

10%

Financial Services Firm

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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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 ...

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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...

See all answers

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 ...

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Comparisons

Nuance IVR vs NICE CXone

Compared 16% of the time

Genesys Cloud CX vs NICE CXone

Compared 15% of the time

Sprinklr vs NICE CXone

Compared 11% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 7% of the time

Verint Open CCaaS vs NICE CXone

Compared 3% of the time

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ServiceNow vs Zendesk

Compared 24% of the time

JIRA Service Management vs Zendesk

Compared 13% of the time

Atlassian Confluence vs Zendesk

Compared 12% of the time

Freshservice vs Zendesk

Compared 9% of the time

TOPdesk vs Zendesk

Compared 2% of the time

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Product Reports

Buyer's Guide

NICE CXone

July 2024

Download NICE CXone product report

Buyer's Guide

Zendesk

June 2024

Download Zendesk product report

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

NICE

Zendesk

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.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

NICE CXone vs. Zendesk

July 2024

Free Report: NICE CXone vs. Zendesk

Find out what your peers are saying about NICE CXone vs. Zendesk and other solutions. Updated: July 2024.

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