NICE inContact vs ClickDesk Comparison

Overview

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

ClickDesk is a live support solution for customer service teams which combines live chat, voice chat, help desk & a social...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$100.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$14.99/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

127

141

39

16

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

3.7

(18)

5

4

3

2

1

6

7

1

1

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
73%
would recommend this app

Pros

I like the fact that this dialer integrates well with Salesforce, we make high volume of calls and inContact does its job well, when it does not they have a good customer service with good follow up.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Pros

This is a product for those who want a bit of “help desk” but not too much. The tools are easy to use and will help you navigate through the complicated world of customer relationships.
Nice features for the free package. Map information and e-mail transcription of each conversation are very interesting.
Clickdesk has nice features to turn on. You can customize the feature the ways you like to make more clear for customers.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

Terrible business practice and on principle alone would NEVER advise doing business with this company.
In my case one single user is enough since we do not have visitors that demand more than this. Sometimes (rarely) it seems to become disconnected but I am not sure if it is a problem with the app.
ClickDesk really pushes you hard and incessantly to upgrade, which gets a bit annoying after a while.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review2 years ago

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Automatic Lead Distribution
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact History
  • Custom Forms
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forecasting
  • Gamification
  • Geographic Maps
  • Geolocation
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Instant Messaging
  • Lead Assignment
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Dialer
  • Prioritizing
  • Progressive Dialing
  • Project Notes
  • Queue Manager
  • Real Time Data
  • Real Time Reporting
  • Receiving
  • Request Routing
  • Role-Based Permissions
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Status Reporting
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Visitor Tracking
  • Voice Mail
  • Widgets
  • Total features44
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Automatic Lead Distribution
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact History
  • Custom Forms
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forecasting
  • Gamification
  • Geographic Maps
  • Geolocation
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Instant Messaging
  • Lead Assignment
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Dialer
  • Prioritizing
  • Progressive Dialing
  • Project Notes
  • Queue Manager
  • Real Time Data
  • Real Time Reporting
  • Receiving
  • Request Routing
  • Role-Based Permissions
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Status Reporting
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Visitor Tracking
  • Voice Mail
  • Widgets

Integrations

  • Total integrations20
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • JIRA
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations56
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • JIRA
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. ClickDesk

See how NICE inContact and ClickDesk stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.