Talkdesk vs NICE InContact: Who is the Best Contact Center Provider of 2021?

NICE InContact and Talkdesk are popular call center solutions with features designed to improve customer experience (CX) and call agent efficiency. Each hosted voice-over-internet protocol (VoIP) system has unique pros and cons. Before you invest in a contact center provider, take some time to review your options. You may find that one stands out as the better solution for your company. Keep reading to learn more, and contact us at Compare Hosted VoIP with any questions you may have. 

Overview of NICE InContact and Talkdesk

NICE InContact Pros

• Clear call quality helps call agents do their jobs.
• Well-organized admin portal with tools that help managers track performance.
• Generates reports for tracking short-term and long-term trends.
• The contact center as a service (CcaaS) software has slightly different features that meet the needs of specific industries, including financial services, healthcare, education, sales, and fundraising.

NICE InContact Cons

• A clunky user interface lets incoming calls disrupt employees from scheduling callbacks and adding information to CMSs.
• Opaque pricing makes it impossible for potential users to compare costs without contacting sales representatives.
• Works better in some browsers than others.

Talkdesk Pros

• Easy-to-learn user interface that’s similar to a smartphone screen.
• Strong customer support.
• Admin portal keeps managers in control.
• Unique product features for different industries, including manufacturing, retail, travel, healthcare, and IT.

Talkdesk Cons

• Lacks the ability to share reports with other people, which wastes time and makes management difficult.
• Changing call queues and recordings is difficult.
• Opaque pricing structure forces potential clients to talk to sales instead of comparing membership options.

Price Comparison: Talkdesk vs NICE InContact

It’s impossible to recommend Talkdesk or NICE InContact by price. Unfortunately, both companies refuse to give potential users any information about how much their plans cost. Instead, you must schedule a call with a sales representative. This creates a challenging situation that could lead to some clients paying more than others. It could also mean that high-pressure sales tactics convince clients into adopting features they do not need.

Most Useful Features From Talkdesk and NICE InContact

Talkdesk and NICE InContact are cloud phone systems that can provide diverse, useful features for agents working practically anywhere with internet connections.

Many people like Talkdesk for its:

• Cloud-native architecture that keeps agents and managers flexible.
• Data security that complies with NIST, HIPAA, SOC2 Type II, GDPR, and PCI-DSS.
• Real-time status updates to keep users informed of issue resolutions.
• An omnichannel dashboard that siphons all communications to one place and improves CX.
• AI-powered workforce engagement that helps agents solve problems for customers and calls attention to issues managers should know about.

Some of the top features for NICE InContact include its:

• Smart omnichannel routing that sends customers to the right agents trained to solve their problems.
• AI-guided automation that performs mundane tasks so employees can focus on customer experience.
• Workforce engagement that records calls, actionable feedback to improve CX, and smart scheduling that keeps the right number of employees working throughout shifts.

NICE InContact also gives you the option to add features and software through its ecosystem partner program. Featured apps usually cost money to add, but they can offer exceptional functionality to NICE InContact’s basic platform.

Integrations: Talkdesk vs NICE InContact

Ideally, you want a call center solution that integrates with the tools you already use.

The software that meets your needs will likely depend on which integrations appeal to you.

Should You Choose Talkdesk or NICE InContact for Your Business?

Talkdesk and NICE InContact have robust platforms that let you add features, integrations, and functionalities to your system. The option that fits the needs of your call center or customer service department likely depends on specifics, such as how many employees you have and what applications you already use.

On the surface, Talkdesk and NICE InContact look equally suitable. The one you choose will simply depend on preferences. Unfortunately, neither platform offers transparent pricing that will help you choose an option within your budget. You will need to contact both companies to get quotes, which likely means entering a high-pressure conversation with someone trained to sell you additional, high-priced features that don’t benefit you or your customers much.

While either of these platforms could work for you, it’s a good idea to explore additional options that cater to your specific needs without hiding their prices from you.

Get Expert Advice From Compare Hosted VoIP

Are you still struggling to decide whether you should choose TalkDesk, Nice InContact, or a different VoIP solution for your business? Contact the experts at Compared Hosted VoIP for advice. We can help you compare options to find a system with the features you need and a price you can afford.