What users are saying about

Altitude vs Zendesk Talk

Altitude
5 Ratings
Zendesk Talk
9 Ratings

Altitude

5 Ratings
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Score 8 out of 100

Based on 5 reviews and ratings

Zendesk Talk

9 Ratings
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Score 7.9 out of 100

Based on 9 reviews and ratings

Likelihood to Recommend

Altitude

  • 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
View all 6 answers on this topic

Feature Rating Comparison

Contact Center Software

Altitude
9.7
Zendesk Talk
6.7
Agent dashboard
Altitude
9.0
Zendesk Talk
5.3
Validate callers
Altitude
10.0
Zendesk Talk
4.2
Outbound response
Altitude
10.0
Zendesk Talk
4.5
Call forwarding
Altitude
10.0
Zendesk Talk
8.8
Click-to-call (CTC)
Altitude
9.0
Zendesk Talk
8.0
Warm transfer
Altitude
10.0
Zendesk Talk
5.6
Predictive dialing
Altitude
10.0
Zendesk Talk
—
Interactive voice response
Altitude
10.0
Zendesk Talk
5.0
REST APIs
Altitude
9.0
Zendesk Talk
9.0
Call scripts
Altitude
10.0
Zendesk Talk
—
Call tracking
Altitude
10.0
Zendesk Talk
7.9
Multichannel integration
Altitude
10.0
Zendesk Talk
7.5
CRM software integration
Altitude
9.0
Zendesk Talk
7.6

Workforce Optimization (WFO)

Altitude
9.6
Zendesk Talk
6.3
Inbound call routing
Altitude
10.0
Zendesk Talk
7.1
Omnichannel inbound routing
Altitude
10.0
Zendesk Talk
9.9
Recording
Altitude
10.0
Zendesk Talk
9.0
Quality management
Altitude
9.0
Zendesk Talk
6.6
Call analytics
Altitude
8.0
Zendesk Talk
4.3
Historical reporting
Altitude
10.0
Zendesk Talk
5.1
Live reporting
Altitude
10.0
Zendesk Talk
6.9
Customer surveys
Altitude
—
Zendesk Talk
3.5
Customer interaction analytics
Altitude
—
Zendesk Talk
4.8

Pros

Altitude

  • 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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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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Anonymous | TrustRadius Reviewer
Verified User
View all 6 answers on this topic

Cons

Altitude

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better

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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome

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Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer
Sohaib Ahmed Khattak - PCI QIR
View all 6 answers on this topic

Support Rating

Altitude

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 5.5
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept

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Vincent Frisina | TrustRadius Reviewer
Vincent Frisina
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Alternatives Considered

Altitude

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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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.

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Anonymous | TrustRadius Reviewer
Verified User
View all 6 answers on this topic

Return on Investment

Altitude

  • 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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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
View all 6 answers on this topic

Pricing Details

Altitude

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Zendesk Talk

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Altitude
9.0
Zendesk Talk
8.0

Support Rating

Altitude
—
Zendesk Talk
5.5

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