What users are saying about
7 Ratings
34 Ratings
7 Ratings
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Score 7.7 out of 100
34 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Altitude uCI ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.7

Altitude

97%
8.4

Zendesk Talk

84%
Altitude uCI ranks higher in 12/13 features

Agent dashboard

9.0
90%
1 Rating
7.9
79%
14 Ratings

Validate callers

10.0
100%
1 Rating
8.1
81%
11 Ratings

Outbound response

10.0
100%
1 Rating
8.5
85%
13 Ratings

Call forwarding

10.0
100%
1 Rating
7.9
79%
13 Ratings

Click-to-call (CTC)

9.0
90%
1 Rating
8.6
86%
13 Ratings

Warm transfer

10.0
100%
1 Rating
8.0
80%
11 Ratings

Predictive dialing

10.0
100%
1 Rating
8.1
81%
7 Ratings

Interactive voice response

10.0
100%
1 Rating
8.8
88%
9 Ratings

REST APIs

9.0
90%
1 Rating
8.0
80%
8 Ratings

Call scripts

10.0
100%
1 Rating
9.0
90%
6 Ratings

Call tracking

10.0
100%
1 Rating
8.4
84%
12 Ratings

Multichannel integration

10.0
100%
1 Rating
9.0
90%
9 Ratings

CRM software integration

9.0
90%
1 Rating
9.4
94%
10 Ratings

Workforce Optimization (WFO)

9.6

Altitude

96%
8.7

Zendesk Talk

87%
Altitude uCI ranks higher in 6/9 features

Inbound call routing

10.0
100%
1 Rating
8.7
87%
11 Ratings

Omnichannel inbound routing

10.0
100%
1 Rating
8.4
84%
9 Ratings

Recording

10.0
100%
1 Rating
8.9
89%
13 Ratings

Quality management

9.0
90%
1 Rating
8.6
86%
11 Ratings

Call analytics

8.0
80%
1 Rating
9.0
90%
12 Ratings

Historical reporting

10.0
100%
1 Rating
8.6
86%
12 Ratings

Live reporting

10.0
100%
1 Rating
9.1
91%
12 Ratings

Customer surveys

N/A
0 Ratings
8.2
82%
7 Ratings

Customer interaction analytics

N/A
0 Ratings
8.8
88%
10 Ratings

Attribute Ratings

  • Altitude uCI is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Altitude

90%
1 Rating
8.9

Zendesk Talk

89%
14 Ratings

Usability

Altitude

N/A
0 Ratings
8.0

Zendesk Talk

80%
1 Rating

Support Rating

Altitude

N/A
0 Ratings
6.7

Zendesk Talk

67%
7 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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.
Anonymous | TrustRadius Reviewer

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

  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Shea Mworia | TrustRadius Reviewer

Pricing Details

Altitude

General

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

Starting Price

Zendesk Talk

General

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

Starting Price

Usability

Altitude

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 8.0
Based on 1 answer
My organization used it as a point of contact for client inquiries. Our knowledgeable customer service representatives tried it and had a positive experience with it.
Omi Das | TrustRadius Reviewer

Support Rating

Altitude

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 6.7
Based on 7 answers
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
Shea Mworia | 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

Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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

  • Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
  • The best thing about Zendesk Talk is that your inquiries no longer go unattended.
  • You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.
Brandon R Hudson | TrustRadius Reviewer

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