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NICE CXone vs Freshdesk Comparison

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Overview

Category Leaders

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

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

  • 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

Video & Screenshots

Pricing

Starting from

$

100

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

$

18

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

221

194

65

18

13

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

1,405

818

126

24

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly.

SS

Somveer S.

Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.

AB

Alejandra B.

I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

AM

Armie M.

Pros

We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.

Sara B.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

AR

Anonymous Reviewer

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

KA

Kemal A.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.

JW

Justin W.

I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.

DW

Drevon W.

Bad UI, slow customer service, difficult reporting, limited integrations.

TI

Thaier I.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

CM

Carly M.

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

AC

Anthony C.

I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features117
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contractor Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Scheduling
  • Engagement Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Progressive Dialer
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Social Media Monitoring
  • Speech-to-Text Analysis
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features117
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contractor Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Scheduling
  • Engagement Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Gamification
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Progressive Dialer
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Recurring Issues
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Social Media Monitoring
  • Speech-to-Text Analysis
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Telemarketing Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations39
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations379
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM