What users are saying about
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 7 reviews and ratings
34 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 34 reviews and ratings
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
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
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.

Verified User
Engineer in Engineering
Computer Software Company, 51-200 employeesZendesk 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.

Verified User
Director in Information Technology
Information Technology & Services Company, 10,001+ employeesPros
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

Verified User
Engineer in Engineering
Computer Software Company, 51-200 employeesZendesk 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.

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
Altitude
- User interface
- Offers no direct access to its database
- Support responsiveness could be better

Verified User
Engineer in Engineering
Computer Software Company, 51-200 employeesZendesk 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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
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.
Systems Software Engineer
AlphatechverseInformation Technology & Services, 51-200 employees
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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
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.

Verified User
Engineer in Engineering
Computer Software Company, 51-200 employeesZendesk 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.

Verified User
Vice-President in Product Management
E-Learning Company, 11-50 employeesReturn 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)

Verified User
Engineer in Engineering
Computer Software Company, 51-200 employeesZendesk 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.
Software Engineer
Digi InternationalInformation Technology & Services, 501-1000 employees