# Compare NiCE CXone vs HelpDesk 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare HelpDesk and NiCE CXone based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/134775-185973/inContact-Call-Center-Software-vs-HelpDesk

---

# HelpDesk vs NiCE CXone Features and Cost Comparison

Last updated May 6th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

HelpDeskNiCE CXone2/4 selected

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

[## HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

Starting Price

$29.00/month

Value-for-Money

4.4

Functionality

4.4

Ease of Use

4.7

Customer Service

4.5

Reviews Sentiment

Based on [180 reviews](#user-reviews)

Positive

164

Neutral

12

Negative

4

[## NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Starting Price

$110.00/month

Value-for-Money

4.1

Functionality

4.1

Ease of Use

4.2

Customer Service

4

Reviews Sentiment

Based on [581 reviews](#user-reviews)

Positive

478

Neutral

68

Negative

35

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## Summary

* * *

Key features rated by users

Features selected based on 3,005 reviews from customer service software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

77%Fit

High performer

Feature ratings

CRM

2.5

Support Ticket Management

4.6

Inbox Management

4.5

Live Chat

4.6

Chatbot

4.8

70%Fit

Not enough reviews

Feature ratings

CRM

5.0

Support Ticket Management

4.2

Inbox Management

\--

Live Chat

4.1

Chatbot

4.0

User satisfaction

User satisfaction

4.6

User reviews[180](https://www.capterra.com/p/185973/HelpDesk/reviews/)

Ease of use

4.7

Functionality

4.4

Value for money

4.4

Customer support

4.5

User satisfaction

4.2

User reviews[581](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

Ease of use

4.2

Functionality

4.1

Value for money

4.1

Customer support

4.0

Price starts from

Price starts from

$29Per User, Per Month

-   Free version
-   Free trial

Price starts from

$110Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry.

Best for

It is designed for organizations of all sizes that need to deliver voice, digital, and self-service customer experiences across all interaction channels.

## User reviews

Pros & cons

EM

Emmanuel M.

Online Evangelism Innovator

> "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

NS

Neel S.

Ceo

> "There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7114634)

RH

Ron H.

Client Relationship Management

> "It allows me to streamline my workflow and incorporate it seamlessly into my other applications (HubSpot, etc.)."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233)

DL

David L.

Graphic Designer

> "We did have an issue with our Outlook rejecting the notices when people left messages."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

LP

Lebohang P.

helpdesk support

> "i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7096441)

UN

Unatji N.

Live Chat Agent

> "Slow and lagging, the website can lag at times when logging a ticket, the issue would be a ticket logged but disappeared."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6829075)

Noemi J.

Senior Risk and Fraud Specialist

> "I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6876290)

VR

Verified Reviewer

Tech Support Specialist

> "I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780)

BL

Bruna L.

Analyst support

> "The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713)

PB

Paul B.

Customer Support Manager

> "Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6764853)

MC

Mouatez C.

Customer Support Specialist

> "The notification system is reliable, and the automation features save a lot of time in daily workflows."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7055511)

DP

Daniel P.

Sales

> "Essentially, the archive function in HelpDesk is useless and the ticket should go into the actually LiveChat archives."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136)

KM

Kimberley M.

Intake Clinician

> "It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407)

JB

Jonny B.

Application Specialist

> "It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397)

AT

Annette T.

Relationships Manager

> "It allows me to help my customers immediately when they are struggling, if we are online. If we are not it allows them to message us and..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6796822)

DP

Daniel P.

Sales

> "One other thing that I do not like about the help desk is that there is no option to download the ticket to send to an email."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136)

KM

Kimberley M.

Intake Clinician

> "I very much appreciate the ability to follow tickets and search for names and issues. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407)

DB

Dimitri B.

gggg

> "At times, the system felt a bit limited in terms of customization and reporting features."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207)

JD

JESSICA D.

suporte

> "Pros: What I liked most about the HelpDesk was the fast response time, clear communication, and the support team being helpful and attentive."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7120292)

CL

Cece L.

Program Coordinator

> "The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary - that is..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661)

AS

Adam S.

Founder

> "The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900)

JB

Jonny B.

Application Specialist

> "It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397)

JD

JESSICA D.

suporte

> "The service was quick, with clear and objective responses, and the team was attentive and willing to help. Whenever I needed assistance, I..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7120292)

RA

Robiulawal A.

Assistant Manager- Customer Support

> "User interface is bit sluggish, not much customization option in analytics."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6842896)

JG

Joey G.

Field Service Technician Technical Support

> "It gives me the availability to have customer support when no one is available and we can reach back out to insure our customer is helped."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719779)

GO

Gustavo O.

Customer Engagement Manager

> "Many relevant emails are ending up in the SPAM folder, which is very disruptive."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806)

DL

David L.

Graphic Designer

> "Managing tickets is straightforward, and assigning them to the right team member takes just a few clicks."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

MW

Melissa W.

Administrator

> "that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318)

NJ

Natalia J.

Chatbot Designer

> "The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to navigate..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6877089)

TB

Tim B.

Director

> "I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522)

CL

Cece L.

Program Coordinator

> "I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661)

MW

Melissa W.

Administrator

> "wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to find"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318)

DB

Dimitri B.

gggg

> "It’s a reliable platform that simplifies ticket management and communication with customers."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207)

ER

Erika R.

Customer Support Agent

> "I do not receive the notification of the new live chats in the queue."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7025073)

TW

Travis W.

IT specialist

> "I am new to any ticketing system but this one seems to do everything I require from this type of system."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7065611)

AR

Adriana R.

Customer Service rep

> "Like if there are too many chats or emails to handle."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004221)

LN

Larry N.

Customer Service Coordinator

> "Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all being..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719565)

BM

Blair M.

National Sales Operations Manager

> "I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584)

AS

Amos S.

Customer support agent

> "I really enjoy doing the tickets because it showes you where the email starts if the player replyed to the email from the biggening"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6726276)

SV

Sarah V.

Benefits and Payroll Administrator

> "You cannot copy and paste screenshots or snips."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6580945)

DL

David L.

Graphic Designer

> "What I like best about HelpDesk is the browser interface."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

BM

Blair M.

National Sales Operations Manager

> "We request to block the email again, and the system tells us they are already blocked."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584)

AS

Adam S.

Founder

> "At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900)

CG

Cindy G.

Customer Service Supervisor

> "Setting up HelpDesk was not as easy as it sounded. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505)

VR

Verified Reviewer

Tech Support Specialist

> "Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780)

MTV

Ma.Theresa V.

Analyst

> "Occasional lack of proactive follow-up"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011230)

TB

Tim B.

Director

> "They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522)

TA

Tristan A.

Chief Executive Officer

> "Development launches from helpdesk side seem quite slow as well."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6498406)

RM

RUBEN M.

Product Owner

> "In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

RM

RUBEN M.

Product Owner

> "It is a little pricey"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

RM

RUBEN M.

Product Owner

> "Is a complete tool to manage your tickets from al your departments:"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

BN

Bernardo N.

analyst

> "at the beginning was a little confusing use the "merge" option"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6558771)

AH

Amelia H.

Guest Relations Supervisor

> "It comes in handy and works well overall for our needs. If there was an app for android devices, that would help our management team when..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6681959)

KD

Kingsley D.

Customer service

> "The requester's name and email are a little confusing."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6768736)

EM

Emmanuel M.

Online Evangelism Innovator

> "I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

Jessica B.

Account Manager

> "It can be kind of slow, and harder to train people on."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6425758)

JH

Justine H.

Executive Assistant

> "My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7013716)

NC

Nick C.

Director of Support and Technology

> "We came from using Netsuite which was a nightmare. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6651059)

CG

Cindy G.

Customer Service Supervisor

> "This feature does have added value but not as much as I would have anticipated. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505)

NH

Neal H.

Product Manager Industrial Controls

> "Your ticket number means nothing to me. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6750193)

TF

Tamara F.

Director of Customer Support and Logistics

> "The other features of this product are only useful for large organizations with many team members and/or departments. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6805672)

RK

Rudy K.

Manager

> "Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4328145)

MM

Myrel M.

Customer service agent

> "The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020188)

JW

James W.

Founder

> "We didn't use the service and forgot it was active."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

BL

Bruna L.

Analyst support

> "What I liked most about HelpDesk was its intuitive interface and ease of use."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713)

KW

Katarzyna W.

Technical Support Specialist

> "Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a minor..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4619613)

RH

Ron H.

Client Relationship Management

> "I love the fact that it tracks all of the traffic in a concise, easy-to-read format."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233)

JW

James W.

Founder

> "Absolute scam."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

AJ

Alan J.

Consumer Products and Marketing Manager

> "We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___5060132)

JW

James W.

Founder

> "Awful."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

TN

Thandeka N.

Chat Agent

> "Everything is arranged very well so I can easily tell apart my open tickets or my coworkers' ."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6690562)

WM

Wayne M.

President/CEO

> "Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#GetApp___3408922)

SS

Sophia S.

Customer Success Representative

> "The archive feature is super handy as well."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004301)

JE

Javier E.

CTO

> "Our main goal is not to have customer support but we know that's nearly impossible."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3343621)

EM

Emmanuel M.

Online Evangelism Innovator

> "We are looking forward to the features that have not carried over to the new version to be added again!"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

LS

Lianne S.

Virtual Assistant

> "The automated responses also become part of the ticket thread, which makes the threads long and cumbersome."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2740290)

IV

Ivan V.

Customer Success Representative

> "Team collaboration is also pretty good, it’s easy to assign tickets to each other."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7042329)

NN

Nandy N.

Administrative Assistant

> "Customers may find it too impersonal."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3004115)

MW

Michelle W.

Customer service Representative

> "Help desk is very similar to Zendesk and I already had experience in Zendesk so that made HD a lot easier"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6642407)

Anna O.

Head of Growth

> "Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2292842)

[View Reviews](https://www.capterra.com/p/185973/HelpDesk/reviews/)

VK

Vignesh K.

Technical specialist

> "The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

NN

Nick N.

Workforce Management

> "We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

VK

Vignesh K.

Technical specialist

> "The platform offers a robust set of tools for managing users, skills, routing, and reporting."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

LR

Lauren R.

Manager

> "The automated reports don't match custom reports when I run the same data."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

CN

Carli N.

Scheduling

> "What I like most about CXone Mpower is it never lags and is always efficient to use."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___7130749)

VJ

Vipul J.

Senior Manager Quality

> "having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

NN

Nick N.

Workforce Management

> "The web-based experience gives us the flexibility to switch browsers if we experience issues."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6520225)

RG

Robin G.

Accountant

> "We constantly have problems with the portal saving passwords and not allowing us to log on. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

VJ

Vipul J.

Senior Manager Quality

> "User friendly with advance features including planning, managing real times queues, quality management etc."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545019)

RG

Robin G.

Accountant

> "You take our money every month on autopay but always fail to email the invoices. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6330394)

JH

James H.

Senior Director

> "Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

TP

Teresa P.

Technical Support Specialist II

> "It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

Saskia M.

Senior Director Sales Marketing

> "It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5033719)

LR

Lauren R.

Manager

> "I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

VK

Vignesh K.

Technical specialist

> "CXone also provides solid documentation and responsive support when needed."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6786405)

PS

Paul S.

Networks & IT Lead

> "The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993940)

NK

Nila K.

Customer experience

> "Makes employees jobs much easier"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6831171)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "The email capabilities are not nearly as advanced as the call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

TH

Tina H.

Digital Contact Center Solutions

> "We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6530644)

Abel A.

Agent

> "I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5051486)

LR

Lauren R.

Manager

> "I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

AK

Adam K.

Workforce Manager

> "Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

Tomáš S.

Social Media Specialist

> "This comprehensive suite can streamline operations by providing all the tools needed in one platform."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4985903)

AA

Amy A.

Director, Community Impact

> "We also had issues with connectivity that took months before identifying the issue to fix."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

LW

Lindsey W.

Workforce Management Analyst

> "The forecasting functionality was solid."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6481654)

AK

Adam K.

Workforce Manager

> "I continue to spend an inordinate amount of time working around CXone's inadequacies."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

CP

Cara P.

Access to Services Section Manager

> "We're in the process of adding more applications and the team at NICE has been incredible. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6719618)

AK

Adam K.

Workforce Manager

> "They over-sell and under-deliver."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

SP

Sarah P.

Automation Consultant

> "Leading edge of contact center technology"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

JH

James H.

Senior Director

> "It's on the expensive side. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6160743)

KH

Kiyanna H.

Client Care Specialist

> "There are hardly any issues, and the functionality is simple and easy to navigate."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6334751)

VR

Verified Reviewer

Supervisor

> "Cost considerations: CXone's pricing may be a concern for businesses with limited budgets."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4803132)

JS

Jamie S.

WFM Analyst

> "It's easy to skill agents and build dashboards."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6545242)

LM

Lilia M.

Insurance agent

> "There are some features that I still dont know how to use, but I think is because of the very basic training."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3716988)

TP

Teresa P.

Technical Support Specialist II

> "reliable and that the platform is easily scalable."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

AM

Amanda M.

PATIENT SERVICES COORDINATOR

> "the only thing i dont like is that if the computer is having an issue, connectivity, then the phone cant be..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3085926)

RLC

Raine Leonard C.

Agent

> "The thing that I really like is that it is used to check my schedule on my work everyday."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6061927)

CS

Crystal S.

Customer Service Rep

> "I'm not able to type in the number and hit enter to initiate the call. And when typing in the number to make a..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2519066)

TW

Tim W.

IT Admin

> "Easy management, set up, functionality and use"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6593022)

SP

Suren P.

Senior ISR

> "lots of bugs, crashes, lose alot of calls"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3077976)

VK

Vinit K.

Backend developer

> "Businesses seeking to offer a seamless and customised client experience should consider it because of its..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4623058)

RH

Rosa H.

Patient Access Specialist

> "There are certain buttons or features that don't make sense and it can look really boring."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3055378)

JW

Jim W.

admin

> "nice interface easy to use and very straight forward."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6549476)

Shanice P.

Customer Service Agent

> "The setup process is not easy if your not knowledgeable of the content and or company your using the software..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3520331)

AT

Akhil T.

Cxone Lead

> "I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6153133)

CC

Clinton C.

Contact Center Manager

> "As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2725656)

SP

Sarah P.

Automation Consultant

> "Good experience, everyone we've worked with has been helpful."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6562728)

JB

Jennifer B.

Care Coordinator

> "Beeping noise every few minutes and no one know what it is."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

LR

Lauren R.

Manager

> "Overall, I would say that your service/support has been great-- fast and correct."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6673366)

JM

Jessica M.

customer service

> "It always has trouble on certain vpn connections"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3081141)

TP

Teresa P.

Technical Support Specialist II

> "As part of the technical group, I find it easy to use and understand."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6745910)

MCJ

Ma. Carlon J.

Preboarding Specialist

> "How I disconnect fast and had to re log in"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3109626)

AS

Alexis S.

CSR

> "It has generally been successful since it enables us to complete our work on time and in accordance with the..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

DA

David A.

Kunderådgiver

> "It is difficult to controll who calls and if you wanna answer or not. If a call breaks , you have to finnish..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2718194)

AS

Alexis S.

CSR

> "The callback option keeps our customers happy, and they consistently provide us with positive feedback when we..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

AC

Amanda C.

Call Center Supervisor

> "Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2543574)

KI

Kenneth I.

Director Q&A Implementation

> "This is what gives me a pleasure to know that I can expect when I interact with the resources."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

TT

Tony T.

Free lance writer

> "NICE CXone wants a password and I don't have one. "

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3060030)

AA

Amy A.

Director, Community Impact

> "The team offers high-level customer service and support."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

JB

Jennifer B.

Care Coordinator

> "Voicemail is very difficult to get too."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

KI

Kenneth I.

Director Q&A Implementation

> "From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993316)

JW

Justin W.

Tire Group Staff Assistant

> "I'm at the point currently where I don't get notifications (despite settings being set correctly) and almost..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2516319)

AK

Adam K.

Workforce Manager

> "Support is responsive and helpful for things that work."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___5004207)

WW

Westin W.

Senior Product Manager

> "We were promised we would be able to create our own CRM and IC would be able to connect and after 2 years of..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2177902)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "CXone has great call features."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

NB

Nefertiti B.

AA Agent

> "What I least like about the software is the constant freezing and having to log out and log back in."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2721380)

DH

Dwana H.

Customer Service Representative

> "With Nice, we were able to get members to transfer over to the right department and quicker service time."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4231527)

JB

Jennifer B.

Care Coordinator

> "Too many issues and concerns."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3051963)

JJ

Joan J.

IT Director

> "Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___3298057)

EC

Enmanuel C.

call representative

> "the accessibility, it doesnt work on certain browsers or devies"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2466078)

AP

Adolfo P.

customer service representative

> "It's so much simpler for the dev group to arrange, incorporate and alter the client experience."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4319789)

SW

Sabrina W.

Sales Development Engineer

> "Call Quality is often quite poor, we experience distortions, delays and interruptions."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2190528)

AD

Amanda D.

Benefits Assistance Center Team Lead

> "Very reliable, has all of the capabilities we need."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___6149515)

JA

Jace A.

Telecommunications Technician

> "There are some bugs with routing and call wrap-up."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2406940)

AS

Alexis S.

CSR

> "I enjoy having access to earlier calls in order to help a disappointed customer."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4602632)

SY

Stanley Y.

IT System Engineer

> "oh we can't do anything without the sample contact IDs, I wish they could be more proactive on that."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2177699)

Alayna F.

Customer Service

> "The biggest thing is that it's convenient to use for transferring calls and if you work in a business where..."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2877173)

MM

Montrai M.

Claims Examiner

> "when you cant get in you have to contact a manager so they can contact customer service"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2179591)

AA

Amy A.

Director, Community Impact

> "The customer service that NICE"

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___4993363)

MP

Meredith P.

Director of Operations

> "reporting feature hard, can be costly to make script changes."

[See full review](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#Capterra___2540944)

[View Reviews](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

## User interface

4.56 (180)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

4.21 (581)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

AI Copilot

207

Important

Alerts/Escalation

150

Important

API

120

Important

HelpDesk

Top features

32/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/185973/HelpDesk/#features)

NiCE CXone

22/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/134775/inContact-Call-Center-Software/#features)

### Recognition

HelpDesk is recognized as a top-rated tool in 5 Capterra Shortlist reports

NiCE CXone is recognized as a top-rated tool in 2 Capterra Shortlist reports

### Deployment & support

HelpDesk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

NiCE CXone

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

HelpDesk

-   By Text
-   Located in United States
-   Founded in 2002

NiCE CXone

-   By NiCE
-   Located in United States
-   Founded in

## Popular Comparisons

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

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[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

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[View full comparison](https://www.capterra.com/compare/134775-169627/inContact-Call-Center-Software-vs-RingOver)

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

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$39/month

4.4

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4.7

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[View full comparison](https://www.capterra.com/compare/164283-185973/Zendesk-vs-HelpDesk)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

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$110/month

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$15/month

4.1

Features

4.6

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-134775/LiveAgent-vs-inContact-Call-Center-Software)

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,781)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$29/month

Price

$15/month

4.4

Features

4.6

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-185973/LiveAgent-vs-HelpDesk)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

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$110/month

Price

$75/month

4.1

Features

4.2

4.2

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/134775-179417/inContact-Call-Center-Software-vs-Genesys-Cloud)

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

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$29/month

Price

$25/month

4.4

Features

4.5

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-185973/LiveChat-vs-HelpDesk)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

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$110/month

Price

$1/month

4.1

Features

4.3

4.2

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/134775-159578/inContact-Call-Center-Software-vs-CallHippo)

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,425)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$29/month

Price

$19/month

4.4

Features

4.3

4.7

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-185973/Freshdesk-vs-HelpDesk)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[Five9](https://www.capterra.com/p/132405/Five9/)[4.22 (481)](https://www.capterra.com/p/132405/Five9/reviews/)

$110/month

Price

$159/month

4.1

Features

4.1

4.2

Ease of Use

4.2

[View full comparison](https://www.capterra.com/compare/132405-134775/Five9-vs-inContact-Call-Center-Software)

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

vs

[Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/)

$29/month

Price

R$35/month

4.4

Features

4.7

4.7

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/185973-202528/HelpDesk-vs-Milvus)

[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[4.21 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$110/month

Price

$39/month

4.1

Features

4.4

4.2

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/134775-164283/inContact-Call-Center-Software-vs-Zendesk)