Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.
N/A
Zendesk Talk
Score 8.3 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
N/A
Pricing
Altitude uCI
Zendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Altitude
Zendesk Talk
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
—
More Pricing Information
Community Pulse
Altitude uCI
Zendesk Talk
Features
Altitude uCI
Zendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Altitude uCI
9.7
1 Ratings
16% above category average
Zendesk Talk
7.7
16 Ratings
7% below category average
Agent dashboard
9.01 Ratings
9.316 Ratings
Validate callers
10.01 Ratings
6.012 Ratings
Outbound response
10.01 Ratings
10.014 Ratings
Call forwarding
10.01 Ratings
8.515 Ratings
Click-to-call (CTC)
9.01 Ratings
10.013 Ratings
Warm transfer
10.01 Ratings
9.512 Ratings
Predictive dialing
10.01 Ratings
5.08 Ratings
Interactive voice response
10.01 Ratings
10.010 Ratings
REST APIs
9.01 Ratings
5.07 Ratings
Call scripts
10.01 Ratings
7.06 Ratings
Call tracking
10.01 Ratings
9.314 Ratings
Multichannel integration
10.01 Ratings
5.510 Ratings
CRM software integration
9.01 Ratings
5.19 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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.
Everything about it works, as I have previously detailed. Coming from different companies and using other tools like Twilio or Aircall, those are VOIP tools that are built to be plugged into other tools, Zendesk Talk is natively built into Zendesk and feels correct in the user experience of Zendesk
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.
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.
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.
We were able to reduce global headcount by 20% in our call centers.
Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.