NiCE CXone vs Zendesk Talk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
NiCE CXone offers more features (58 vs 37) and more integrations (5 vs 2). Starting price: NiCE CXone at $110/mo vs Zendesk Talk at Contact Sales. NiCE CXone has 58 unique features while Zendesk Talk has 37 unique features, with 0 features in common.
| NiCE CXone | Zendesk Talk | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 58 | 37 |
| AI-Powered Features | 29 | 9 |
| Starting Price | $110/mo | Contact Sales |
| Pricing Tiers | 10 | 9 |
| Integrations | 5 | 2 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 90% | 70% |
Feature Comparison by Category
AI (0 vs 5)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| AI Agents for Inbound Calls | ||
| Advanced AI Agents | ||
| Automatic Call Summarization and Transcription | ||
| Copilot Add-on | ||
| Voice Copilot |
AI Assistance (7 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Bank Agent Assist | ||
| Copilot for Agents | ||
| Copilot for Leaders | ||
| Copilot for Supervisors | ||
| Healthcare Agent Assist | ||
| Insurance Agent Assist | ||
| Retail Agent Assist |
AI Automation (10 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| AI Agents for Proactive Engagement | ||
| AI Agents for Self-Service | ||
| Agentic AI Agents | ||
| AutoSummary | ||
| Customer Self-Service Automation | ||
| Customer-Facing Intelligent Virtual Agent | ||
| Patient Self-Service Automation | ||
| Policyholder Self-Service Automation | ||
| Proactive AI Agent | ||
| Proactive Patient Engagement AI Agent |
Analytics & Reporting (5 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Feedback Management | ||
| Industry Experience Insights | ||
| Interaction Analytics | ||
| Prebuilt Dashboards and BI Reports | ||
| Voice of the Customer |
Automation (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Workflow Orchestration |
Call Management (0 vs 3)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Call Conferencing | ||
| Call Transfer | ||
| Warm Transfers |
Call Routing (0 vs 6)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| After Hours Routing | ||
| Group Routing | ||
| IVR Routing | ||
| Overflow Routing | ||
| Prioritized Routing | ||
| Queue Management |
Campaign Management (2 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Outbound Campaign Management | ||
| Outbound Engagement Orchestrator |
Coaching & Supervision (0 vs 2)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Call Barging | ||
| Live Coaching |
Commerce Optimization (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Retail E-commerce Conversion Booster |
Communications (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| UCaaS (NiCE 1CX) |
Compliance & Security (1 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Call Monitoring and Recording | ||
| Recording Management |
Contact Center (0 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Contact Center Add-on |
Content Management (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Knowledge Management |
Core Functionality (0 vs 2)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Complete Call History | ||
| Unified Call Management |
Customer Engagement (2 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Journey Orchestration | ||
| Proactive Engagement |
Customer Support (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Customer-Facing Knowledge Portal |
Government Solutions (4 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| NiCE for Corrections | ||
| NiCE for Education | ||
| NiCE for Medicaid | ||
| NiCE for Pension Systems |
Industry Solutions (4 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Banking Engagement Hub | ||
| Healthcare Engagement Hub | ||
| Insurance Engagement and Compliance Hub | ||
| Retail Interactions Hub |
Integration (5 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Bring Your Own Agent Assistant | ||
| Bring Your Own Knowledge Base | ||
| Bring Your Own Transcription | ||
| Bring Your Own Virtual Agent | ||
| Prebuilt CRM Integrations |
Integrations (0 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Zendesk Marketplace Integration |
Knowledge Management (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Employee Knowledge Portal |
Monitoring & Analytics (0 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Quality Assurance |
Phone Services (0 vs 6)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Block Lists | ||
| Business Hours Management | ||
| Extensions | ||
| International Numbers | ||
| Toll-free Numbers | ||
| Voicemail |
Quality Assurance (2 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Quality Management | ||
| Screen Recording | ||
| Zendesk Quality Assurance Add-on |
Reporting & Analytics (0 vs 2)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Cross-channel Reporting | ||
| Real-time Analytics |
Routing & Orchestration (2 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| AI Routing | ||
| Omnichannel Routing |
Security (0 vs 1)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Advanced Data Privacy and Protection Add-on |
Security & Compliance (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Trusted Identity & Messaging |
Technical Infrastructure (0 vs 3)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Embedded Voice Options | ||
| PSTN Support | ||
| VoIP Support |
User Interface (2 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Agent Workspace | ||
| Supervisor Workspace |
Voice (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Voice Services |
Voice Automation (1 vs 0)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Interactive Voice Response (IVR) |
Workforce Management (3 vs 2)
| Feature | NiCE CXone | Zendesk Talk |
|---|---|---|
| Gamification | ||
| Performance Management | ||
| Workforce Engagement Bundle | ||
| Workforce Management | ||
| Zendesk Workforce Management Add-on |
Unique Features
Only in NiCE CXone (58)
Bank Agent Assist
Copilot for Agents
Copilot for Leaders
Copilot for Supervisors
Healthcare Agent Assist
Insurance Agent Assist
Retail Agent Assist
Agentic AI Agents
AI Agents for Proactive Engagement
AI Agents for Self-Service
AutoSummary
Customer Self-Service Automation
Customer-Facing Intelligent Virtual Agent
Patient Self-Service Automation
Policyholder Self-Service Automation
Proactive AI Agent
Proactive Patient Engagement AI Agent
Feedback Management
Industry Experience Insights
Interaction Analytics
+ 38 more unique features
Only in Zendesk Talk (37)
Advanced AI Agents
AI Agents for Inbound Calls
Automatic Call Summarization and Transcription
Copilot Add-on
Voice Copilot
Call Conferencing
Call Transfer
Warm Transfers
After Hours Routing
Group Routing
IVR Routing
Overflow Routing
Prioritized Routing
Queue Management
Call Barging
Live Coaching
Call Monitoring and Recording
Contact Center Add-on
Complete Call History
Unified Call Management
+ 17 more unique features
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