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Head-to-head · Call Center CRM Software

NICE CXone vs Zendesk Talk

  • Updated Sep 2026
  • Both researched from official sources
  • 7 checks side by side
Higher score NICE CXone #2 in Call Center CRM Software 8.0/10 From $110/mo ✓ 0 of 6 features Visit NICE CXone
Zendesk Talk #7 in Call Center CRM Software 6.7/10 From $55/mo (annual) · 14-day trial ✓ 6 of 6 features Visit Zendesk Talk

NICE CXone leads on 0 checks, Zendesk Talk on 6, and 1 is even. Who comes out ahead on the 7 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreNICE CXone · 8.0/10
  • Most featuresZendesk Talk · 6 of 6

NICE CXone scores higher on our rubric for call center crm software: 8.0 against 6.7 out of 10; our editors rank them #2 and #7.

Zendesk Talk offers inbound calling; NICE CXone doesn't publish it. Zendesk Talk offers outbound dialer; NICE CXone doesn't publish it. Zendesk Talk offers ivr menus; NICE CXone doesn't publish it. Zendesk Talk offers call recording; NICE CXone doesn't publish it. Zendesk Talk offers omnichannel messaging; NICE CXone doesn't publish it.

NICE CXone is the better fit for enterprises coordinating complex omnichannel operations. Zendesk Talk is the better fit for zendesk users adding phone support and queue controls.

  • NICE CXone fits best

    Enterprises coordinating complex omnichannel operations

  • Zendesk Talk fits best

    Zendesk users adding phone support and queue controls

Advertiser disclosure: iTechGuides is reader-supported. We may earn a commission when you click some links. It never changes our verdict. How we rank.

Side by side

Feature NICE CXone 8.0/10 Visit ↗ Zendesk Talk 6.7/10 Visit ↗
At a glance
Editor score 8.0 6.7
Ranking #2 in Call Center CRM Software #7 in Call Center CRM Software
Best for Enterprises coordinating complex omnichannel operations Zendesk users adding phone support and queue controls
Pricing model Paid Paid
Starting price Not published Not published
Free plan — —
Free trial — —
Deployment Cloud Cloud, Browser extension
Platforms Web Web
Support Community, Docs Email, Phone, Community, Docs
Compliance SOC 2, GDPR, HIPAA, PCI DSS SOC 2, ISO 27001, GDPR
Integrations 200+ integrations 4 integrations
Built for Enterprise, Mid-market Small business, Mid-market, Enterprise
Features NICE CXone 0/6 · Zendesk Talk 6/6
Inbound calling Not published ✓ (best)
Outbound dialer Not published ✓ (best)
IVR menus Not published ✓ (best)
Call recording Not published ✓ (best)
Omnichannel messaging Not published ✓ (best)
Queue management Not published ✓ (best)
Specs
Included agent limit Not published Not published
Our review
Pros
  • Routes voice and digital interactions across channels and work items
  • Combines AI agent matching, self-service agents and workflow orchestration
  • Includes recording, compliance controls and interaction analytics
  • Inbound and outbound calling with browser or forwarded-phone support
  • IVR, queues, overflow routing, callbacks and voicemail recording
  • Omnichannel routing across calls, messaging and email
Cons
  • Starts at $110 per agent monthly, with no free plan
  • Five per-agent suite tiers make plan selection a pricing consideration
  • Support channels listed are community and documentation
  • Phone numbers, minutes and recordings add usage-based charges
  • No free plan; annual Suite pricing starts at $55 per agent monthly
  • Less depth in dialer and workforce features than specialized contact-center suites
Our verdict

NICE CXone brings voice and digital interactions, routing, AI tools, workflow orchestration and workforce operations into a cloud platform for contact centers. It is aimed at enterprises and mid-market organizations coordinating complex…

Read the review →

Zendesk Talk is a cloud voice channel for customer service teams already working in Zendesk. Agents can receive inbound calls in a browser or on a forwarded phone, place outbound calls, create tickets, route conversations through queues…

Read the review →
  1. NICE CXoneCall Center CRM Software 8.0From $110/mo
  2. Zendesk TalkCall Center CRM Software 6.7From $55/mo (annual) · 14-day trial

Strengths and trade-offs

  • NICE CXone — where it wins

    • Routes voice and digital interactions across channels and work items
    • Combines AI agent matching, self-service agents and workflow orchestration
    • Includes recording, compliance controls and interaction analytics

    Where it doesn't

    • Starts at $110 per agent monthly, with no free plan
    • Five per-agent suite tiers make plan selection a pricing consideration
    • Support channels listed are community and documentation

  • Zendesk Talk — where it wins

    • Inbound and outbound calling with browser or forwarded-phone support
    • IVR, queues, overflow routing, callbacks and voicemail recording
    • Omnichannel routing across calls, messaging and email

    Where it doesn't

    • Phone numbers, minutes and recordings add usage-based charges
    • No free plan; annual Suite pricing starts at $55 per agent monthly
    • Less depth in dialer and workforce features than specialized contact-center suites

More comparisons

All call center CRM software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026

Last updated · How we research and update