What users are saying about
5 Ratings
9 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

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.
Anonymous | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

Altitude

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
Anonymous | TrustRadius Reviewer

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
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

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
Vincent Frisina | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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)
Anonymous | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

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

Add comparison