Compare NiCE CXone and Zoho Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (52.7% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
Starting at $110.00 1 Agent Per Month
$0.00
NiCE CXone
Star Rating
(1,730)4.3 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $110.00 1 Agent Per Month
Browse all 5 pricing plansZoho Desk
Star Rating
(7,546)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user-friendliness, with many praising its drag-and-drop interface that significantly streamlines ticket management. Users appreciate how this feature saves them hours each week, making it a top choice for those seeking efficiency.
- According to verified reviews, NiCE CXone Mpower stands out for its comprehensive integration capabilities, allowing teams to manage customer interactions seamlessly. Users highlight the platform's ability to provide real-time insights and automation, which enhances responsiveness and overall performance.
- Reviewers mention that Zoho Desk's flexibility in ticket handling, such as options for linking and holding tickets, greatly improves organization. This feature is particularly beneficial for teams that juggle multiple threads, ensuring that communication remains clear and efficient.
- Users say that NiCE CXone Mpower offers robust scheduling tools, enabling them to easily manage their availability. This feature is frequently noted as a key advantage for teams that require precise control over their customer service operations.
- G2 reviewers highlight that while both platforms provide solid support quality, Zoho Desk's ease of setup is often favored. Users appreciate not having to install software on their own servers, which contributes to a smoother onboarding experience.
- According to recent feedback, NiCE CXone Mpower is recognized for its strong performance metrics tracking, with users valuing the ability to review daily activities and performance. This feature is essential for teams focused on continuous improvement and accountability.
Pricing
Entry-Level Pricing
NiCE CXone
CXone Omnichannel Suite
Starting at $110.00
1 Agent Per Month
Includes both Digital and Voice Agent plus
- Omnichannel blended routing for digital and voice
- Universal queue with concurrent interaction handling
- Voice and digital capture, storage, search and playback
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
NiCE CXone
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.7
1,193
8.7
6,063
Ease of Use
8.7
1,211
8.5
6,144
Ease of Setup
8.0
453
8.1
5,416
Ease of Admin
8.3
439
8.3
4,931
Quality of Support
8.3
1,113
8.3
5,451
Has the product been a good partner in doing business?
8.2
436
8.4
4,459
Product Direction (% positive)
8.2
1,109
8.9
5,797
Features by Category
Ticket and Case Management
8.6
7
8.7
3468
|
Verified
8.3
7
8.5
3371
|
Verified
8.6
7
8.4
3192
|
Verified
8.8
7
8.3
2960
|
Verified
7.9
7
8.2
2689
|
Verified
8.6
7
8.4
2917
|
Verified
8.6
7
8.5
2943
|
Verified
8.8
7
8.3
2530
|
Verified
Generative AI
Not enough data
7.4
968
Not enough data
7.4
953
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.2
361
Not enough data
7.2
358
Communication Channels
9.4
6
8.3
2878
|
Verified
9.5
7
8.6
3126
|
Verified
9.0
7
8.2
2423
|
Verified
7.8
6
8.0
2163
|
Verified
8.8
7
7.8
1926
|
Verified
Platform
8.3
7
8.1
2304
|
Verified
9.1
11
8.2
2758
|
Verified
8.8
7
8.4
2859
|
Verified
8.8
7
8.2
2351
|
Verified
8.8
7
8.3
2846
|
Verified
8.3
7
8.4
2986
|
Verified
Dialing Options
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Not enough data
Agent Tools
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Not enough data
Automation
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
9.0
7
8.2
344
8.8
7
8.2
342
8.3
7
8.4
345
Knowledge Management
8.8
7
8.6
325
7.6
7
8.2
316
8.1
7
8.2
322
Compliance
8.1
7
8.3
337
8.1
7
8.3
334
9.0
7
8.2
336
7.4
7
8.1
334
Customer Support
7.9
7
8.2
311
8.1
7
8.2
312
7.6
7
8.0
310
Data Security
8.3
7
8.1
336
8.6
7
8.1
330
8.3
7
8.4
335
8.8
7
8.4
333
Administration
8.8
7
8.1
313
8.8
7
8.4
315
8.6
7
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
579
Not enough data
8.0
558
Not enough data
Feature Not Available
Design
Not enough data
7.9
547
Not enough data
7.7
556
Not enough data
8.1
553
Not enough data
8.1
549
Not enough data
8.1
533
Generative AI
Not enough data
7.5
428
Not enough data
7.5
421
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Quality Assurance
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Not enough data
Engagement
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Not enough data
Performance
8.9
238
Not enough data
9.2
256
Not enough data
Generative AI
5.2
18
Not enough data
5.4
18
Not enough data
Channels
9.1
627
|
Verified
Not enough data
8.5
326
|
Verified
Not enough data
8.5
352
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
350
|
Verified
Not enough data
Generative AI
7.0
48
Not enough data
Functions
8.8
653
|
Verified
Not enough data
9.0
692
|
Verified
Not enough data
8.9
547
|
Verified
Not enough data
8.7
386
|
Verified
Not enough data
8.8
458
|
Verified
Not enough data
8.9
553
|
Verified
Not enough data
8.8
556
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
Agentic AI - Contact Center
8.1
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
Administrative
8.6
516
|
Verified
Not enough data
8.9
546
|
Verified
Not enough data
8.6
643
|
Verified
Not enough data
9.0
513
|
Verified
Not enough data
8.9
432
|
Verified
Not enough data
Workforce Management
9.3
289
|
Verified
Not enough data
9.2
280
|
Verified
Not enough data
8.9
226
|
Verified
Not enough data
9.0
227
|
Verified
Not enough data
8.6
177
|
Verified
Not enough data
Administration
8.9
230
|
Verified
Not enough data
9.2
271
|
Verified
Not enough data
9.0
295
|
Verified
Not enough data
8.7
220
|
Verified
Not enough data
9.0
227
|
Verified
Not enough data
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
8.6
32
Not enough data
7.5
27
Not enough data
8.8
34
Not enough data
9.2
38
Not enough data
8.6
35
Not enough data
9.4
31
Not enough data
9.3
37
Not enough data
Generative AI
Feature Not Available
Not enough data
Workforce Management
9.4
36
Not enough data
9.0
33
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.4
38
Not enough data
8.8
39
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.9
175
Not enough data
8.0
177
Not enough data
Feature Not Available
Communication
Not enough data
8.8
719
|
Verified
Not enough data
8.7
760
|
Verified
Not enough data
8.6
659
Not enough data
8.6
632
|
Verified
Not enough data
8.3
356
Internal Use
9.1
11
8.2
2758
|
Verified
Not enough data
Feature Not Available
Not enough data
8.4
455
Not enough data
8.7
714
|
Verified
Not enough data
8.7
693
|
Verified
Not enough data
8.6
707
|
Verified
Generative AI
Not enough data
7.7
422
Self-Service Experience
8.1
7
8.5
1513
7.5
8
8.4
1470
7.5
8
8.1
1277
7.5
8
8.1
770
7.3
8
8.2
815
Self-Service Platform
8.3
8
8.3
841
8.3
8
8.3
818
7.9
8
7.8
731
8.1
7
8.2
766
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
83
Generative AI
Not enough data
8.2(won by default)
120
Not enough data
8.1(won by default)
118
Process
Not enough data
8.7(won by default)
491
Not enough data
9.0(won by default)
638
Not enough data
8.5(won by default)
490
Channels
Not enough data
9.0(won by default)
627
Not enough data
8.5(won by default)
545
Not enough data
8.7(won by default)
516
Not enough data
8.6(won by default)
459
Not enough data
8.8(won by default)
485
Insight
Not enough data
8.7(won by default)
494
Not enough data
8.9(won by default)
546
Not enough data
8.8(won by default)
516
Not enough data
9.0(won by default)
591
Generative AI
6.7
5
Not enough data
Generative AI
Not enough data
7.7
186
Not enough data
7.7
185
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
NiCE CXone and Zoho Desk are categorized as Digital Customer Service Platforms, Contact Center Knowledge Base, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
NiCE CXone is categorized as Customer Service Automation, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, and Proactive Notification
Zoho Desk is categorized as Social Customer Service, Complaint Management, Live Chat, Google Workspace for Sales, and Customer Communications Management
Reviews
Reviewers' Company Size
NiCE CXone
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.5%
Information Technology and Services
17.9%
Computer Software
10.7%
Computer & Network Security
4.2%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
Discussions
Does it ever pause or get frozen after a call
2 Comments
AA
In three months of use, 40 hours a week.... Not that often thankfullyRead more
What is NICE CXone used for?
1 Comment
SI
NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good...Read more
Can I use this application for auto dialed jobs?
1 Comment
LH
Yes. This software has a option with chat, email and voice dailRead more
Where do I find training VDO?
3 Comments
EE
They have a lot of videos right here https://www.youtube.com/user/zoho
You should be able to find the video you need on youtube.Read more
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