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NICE CXone vs Talkdesk Comparison

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Overview

Category Leaders

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

Category Leaders

Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

  • 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

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

No info

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

User reviews

5

4

3

2

1

197

178

58

17

8

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

5

4

3

2

1

425

203

30

5

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
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.
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.

Pros

Good desktop app, user-friendly, good quality of sound, good customer service, integrated with Salesforce.
It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution.
The feature that I have come to like with talkdesk is having the capability to record all of our calls. Also my talkdesk and Salesforce work together so that is a great benefit as well.

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

Cons

It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible.
Unable to place on hold and transfer, you need to mute the call and then transfer. This can be a bit awkward for the caller since they will just hear silence until the transfer has been initiated.
Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review13 days ago

Key features

  • Total features108
  • "What If" Scenarios
  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Applicant Tracking
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Charting
  • Chat/Messaging
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Activity Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Desktop Notifications
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features96
  • "What If" Scenarios
  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Applicant Tracking
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Charting
  • Chat/Messaging
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Activity Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Desktop Notifications
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations24
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations59
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM