Altitude uCI vs. Zendesk Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Altitude
Score 8.0 out of 10
N/A
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.N/A
Zendesk Chat
Score 8.2 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$11.20
per month
Pricing
Altitude uCIZendesk Chat
Editions & Modules
No answers on this topic
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
AltitudeZendesk Chat
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details—The pricing above is price per user per month. You will get a discount when you opt for annual payment.
More Pricing Information
Features
Altitude uCIZendesk Chat
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Altitude uCI
9.7
1 Ratings
15% above category average
Zendesk Chat
-
Ratings
Agent dashboard9.01 Ratings00 Ratings
Validate callers10.01 Ratings00 Ratings
Outbound response10.01 Ratings00 Ratings
Call forwarding10.01 Ratings00 Ratings
Click-to-call (CTC)9.01 Ratings00 Ratings
Warm transfer10.01 Ratings00 Ratings
Predictive dialing10.01 Ratings00 Ratings
Interactive voice response10.01 Ratings00 Ratings
REST APIs9.01 Ratings00 Ratings
Call scripts10.01 Ratings00 Ratings
Call tracking10.01 Ratings00 Ratings
Multichannel integration10.01 Ratings00 Ratings
CRM software integration9.01 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Altitude uCI
9.6
1 Ratings
15% above category average
Zendesk Chat
-
Ratings
Inbound call routing10.01 Ratings00 Ratings
Omnichannel inbound routing10.01 Ratings00 Ratings
Recording10.01 Ratings00 Ratings
Quality management9.01 Ratings00 Ratings
Call analytics8.01 Ratings00 Ratings
Historical reporting10.01 Ratings00 Ratings
Live reporting10.01 Ratings00 Ratings
Best Alternatives
Altitude uCIZendesk Chat
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
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User Ratings
Altitude uCIZendesk Chat
Likelihood to Recommend
9.0
(1 ratings)
9.0
(18 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.4
(3 ratings)
User Testimonials
Altitude uCIZendesk Chat
Likelihood to Recommend
Altitude Software
  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
Read full review
Zendesk
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
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Pros
Altitude Software
  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
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Zendesk
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
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Cons
Altitude Software
  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
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Zendesk
  • Linking with a telephone, so the agent is only working on 1 channel at a time
  • More simplified way to create and use templates
  • Link users who may have provided us a new/different email from what we have on file for them
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Likelihood to Renew
Altitude Software
No answers on this topic
Zendesk
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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Support Rating
Altitude Software
No answers on this topic
Zendesk
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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Alternatives Considered
Altitude Software
Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
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Zendesk
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
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Return on Investment
Altitude Software
  • Reliable prediction improves productivity
  • Multichannel integration offers an all-in-one solution
  • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
  • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
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Zendesk
  • Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
  • Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
  • Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
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ScreenShots

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.Screenshot of This is how the chat window looks like to your visitorsScreenshot of This is a screenshot of the visitor list.Screenshot of