Altair SmartSight (formerly Carriots Analytics) is a cloud data
analytics platform for embedded, Big Data, and IoT applications. It provides
secure and rapid free-form data visualization and exploration, scalable
throughout the enterprise in real time.
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Zendesk Explore
Score 8.4 out of 10
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Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.
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.
Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.
As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.
Flexibility: the platform is somewhat limited for the creation of "non-standard" metrics
It is complicated to create dashboards with no previous Zendesk Explore knowledge
The reliability of Zendesk Explore has not been great: we had at least 5 situations when the dashboard was not showing data and had to approach Customer service for support
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
As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
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!
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.
Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report according to a requirement for an individual.
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.
