Altair SmartSight vs. Zendesk Explore

As per my knowledge and Altair Product experience, It is really a good product that comes with multiple features like IoT, BigData, dashboards, and other things. I personally really enjoyed using the services provided by Altair. It is well suited for the organizations who don't spend much time setting up their own platform, maintenance, and much more because Altair not only provides the platform but they will care about your products with good customer support and maintenance. I only found a bit low in the case of machine learning and AI products because I have checked different products that provide these services with good accuracy.

Incentivized

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Incentivized

• The global navigation bar with links to the library for easy access and management within the platform.
• Simplified task viewer where we can find the profile, performance, help, resources and a link also to manage your account.
• System administrators can define profiles for task execution.

Incentivized

• Zendesk Explore is easy to use.
• Zendesk Explore allows users to create custom metrics.
• Zendesk Explore allows users to create custom attributes.
• Zendesk Explore is easy to learn.
• Compared to other analytics function of other Ticket Management System, Zendesk Explore is probably the best as of now.

Incentivized

• Integration with other systems could be better.
• Ability to handle large amount of data.
• Expertise services might be better.

Incentivized

• Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
• To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Incentivized

Very user-friendly UI and visual representation is also good for the price offered. Good tool but lacks some advanced and AI-based insights. It has an edge over other tools for the price of this tool. It has some great potential and i would consider this in my top 5 when considering tools of this domain

Incentivized

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Incentivized

I only had one problem with the software, and the support system response was very quick.

Incentivized

Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!

Incentivized

Altair smart sight stacks up against all the products mentioned above because it comes with a wide variety of applications and services like Big Data, IoT services, Embedded systems, cloud-based service, data visualization, Machine learning, dashboarding, and much more. I have used the other products like Logi Composer, Tableau CRM, and PowerBI but they only handle the specific use cases. So Because of that Altair Smartsight really provide a good and wide range of solution.

Incentivized

I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups. You need to use another tool if you want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• The workflow interface consists of the workflow canvas where we do our actual pipeline and workflow execution log, display information and each process.
• You can use it to create a workflow and the available execution profiles in which to run them.
• We currently have one session running for each workflow.

Incentivized

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized