What users are saying about
1078 Ratings
9 Ratings
1078 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

Confluence

Atlassian Confluence is extremely well suited for capturing knowledge and sharing it with your organization. Whether that takes the form of blog posts, technical documentation, or project status reports, Confluence can handle it all. Anytime that written documentation with detail would be valuable to your organization, Atlassian Confluence is THE tool to use.The only time I'd say that it is less suited for use is as a substitute for a face-to-face conversation. Sometimes people will use Atlassian Confluence as a communications vehicle when an in-person dialog would be much more expedient. Of course, you could always capture the output of that conversation as a Confluence page!
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

Project Management

Confluence
7.9
Zendesk Talk
Task Management
Confluence
8.6
Zendesk Talk
Gantt Charts
Confluence
7.9
Zendesk Talk
Scheduling
Confluence
7.2
Zendesk Talk
Workflow Automation
Confluence
7.7
Zendesk Talk
Mobile Access
Confluence
8.0
Zendesk Talk
Search
Confluence
7.9
Zendesk Talk
Visual planning tools
Confluence
7.9
Zendesk Talk

Communication

Confluence
8.0
Zendesk Talk
Chat
Confluence
6.4
Zendesk Talk
Notifications
Confluence
8.8
Zendesk Talk
Discussions
Confluence
8.2
Zendesk Talk
Surveys
Confluence
7.0
Zendesk Talk
Internal knowledgebase
Confluence
8.8
Zendesk Talk
Integrates with GoToMeeting
Confluence
6.0
Zendesk Talk
Integrates with Gmail and Google Hangouts
Confluence
9.3
Zendesk Talk
Integrates with Outlook
Confluence
9.6
Zendesk Talk

File Sharing & Management

Confluence
8.4
Zendesk Talk
Versioning
Confluence
8.6
Zendesk Talk
Video files
Confluence
8.0
Zendesk Talk
Audio files
Confluence
8.2
Zendesk Talk
Document collaboration
Confluence
8.8
Zendesk Talk
Access control
Confluence
9.0
Zendesk Talk
Advanced security features
Confluence
8.8
Zendesk Talk
Integrates with Google Drive
Confluence
8.0
Zendesk Talk
Device sync
Confluence
8.0
Zendesk Talk

Contact Center Software

Confluence
Zendesk Talk
6.7
Agent dashboard
Confluence
Zendesk Talk
5.3
Validate callers
Confluence
Zendesk Talk
4.2
Outbound response
Confluence
Zendesk Talk
4.5
Call forwarding
Confluence
Zendesk Talk
8.8
Click-to-call (CTC)
Confluence
Zendesk Talk
8.0
Warm transfer
Confluence
Zendesk Talk
5.6
Interactive voice response
Confluence
Zendesk Talk
5.0
REST APIs
Confluence
Zendesk Talk
9.0
Call tracking
Confluence
Zendesk Talk
7.9
Multichannel integration
Confluence
Zendesk Talk
7.5
CRM software integration
Confluence
Zendesk Talk
7.7

Workforce Optimization (WFO)

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

Pros

Confluence

  • Confluence provides the ability to any employee to create content as they see fit, democratizing the content creation process
  • The parent and child relationships between pages makes organizing your content much easier.
  • If you're also using Jira as your task management software, the native integration allows you to work in both systems and share content and data between the two, seamlessly.
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

Confluence

  • Search. The search functionality of Confluence is not that great. When typing a search there are often dozens or hundreds of irrelevant pages and you can't see enough in the search results to know which page you are looking for so it can sometimes be hard to find information you are looking for.
  • Over-notification. If you subscribe to an active group, you will get a notification every time something changes. This means that if someone is actively updating during a meeting (taking minutes), you could receive several notification for the same set of changes.
Chris Snelling, CFA | 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

Likelihood to Renew

Confluence

Confluence 10.0
Based on 15 answers
I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.
Charles Thomasset, MBA | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Usability

Confluence

Confluence 8.6
Based on 9 answers
Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Reliability and Availability

Confluence

Confluence 10.0
Based on 4 answers
It is always on, always ready. It is very adaptable and reliable.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Performance

Confluence

Confluence 9.8
Based on 8 answers
Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.
Kaleb-John Loo | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

Confluence

Confluence 8.5
Based on 41 answers
I have not had a lot of support experiences with Atlassian, but of the few I have, I wasn't very satisfied with the results. I found that multiple people would respond to the issue at various stages, requiring re-communication (even though the support system stores everything and shows it to both them and you). Often responses came at odd hours, resulting in 24+ hour turnaround on basic responses, even if you respond right away. Support often asks you to do things which require downtime, and don't seem sympathetic if your organization requires that downtime to be done off-hours. This makes it difficult to resolve issues in a timely manner, if at all.I must note that I have not opened a support incident with them in close to 2 years, and it's my understanding from colleagues that there has been much improvement. My comments and ratings reflect my older experiences.
Brian Scholer | TrustRadius Reviewer

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

Implementation Rating

Confluence

Confluence 9.0
Based on 3 answers
Great process overall
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Alternatives Considered

Confluence

Atlassian Confluence is a great choice for our company when compared to the 2 other knowledge base software services we have previously used. The software is more robust and has more plug-in services, such as Jira. This has been tremendously useful for us to gain visibility into project planning vs. actual hours logged. The other software platforms did not have this functionality.
Alexandria Alvarez Gerbasi | 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

Scalability

Confluence

Confluence 10.0
Based on 1 answer
This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
Anonymous | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Return on Investment

Confluence

  • Overall, I think the impact of Confluence has been positive. As a remote team, it simplifies process and communication for us.
  • Confluence streamlines group work and tasks to make it clear who is doing what they should be doing
  • Some of my employees do complain that confluence is hard to use and that they can't navigate around very well.
Holly Wallace Nielsen | 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

Confluence

General

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

Confluence Editions & Modules

On-premise Edition
Server10.001
Server2700.002
Server5300.003
Server10,200.004
Server19,800.005
Server30,000.006
Server45,000.007
Server90,000.008
Server150,000.009
Data Center15,000.0010
Data Center30,000.0011
Data Center52,000.0012
Data Center79,200.0013
Data Center105,600.0014
Data Center132,000.0015
Data Center143,000.0016
Data Center154,000.0017
Data Center165,000.0018
Data Center176,000.0019
Data Center187,000.0020
Data Center198,000.0021
Data Center209,000.0022
Data Center220,000.0023
  1. 10 Users - Perpetual License
  2. 25 Users - Perpetual License
  3. 50 Users - Perpetual License
  4. 100 Users - Perpetual License
  5. 250 Users - Perpetual License
  6. 500 Users - Perpetual License
  7. 2,000 Users - Perpetual License
  8. 10,000 Users - Perpetual License
  9. 10,001+ Users - Perpetual License
  10. 500 Users - Annually
  11. 1,000 Users - Annually
  12. 2,000 Users - Annually
  13. 3,000 Users - Annually
  14. 4,000 Users - Annually
  15. 5,000 Users - Annually
  16. 10,000 Users - Annually
  17. 15,000 Users - Annually
  18. 20,000 Users - Annually
  19. 25,000 Users - Annually
  20. 30,000 Users - Annually
  21. 35,000 Users - Annually
  22. 40,000 Users - Annually
  23. 40,001+ Users - Annually
SaaS Edition
Free0.001
Standard5.002
Premium10.002
EnterpriseContact Sales
  1. Free for 10 Users
  2. Per User Per Month
Additional Pricing Details

Zendesk Talk

General

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

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Confluence
8.5
Zendesk Talk
8.0

Likelihood to Renew

Confluence
10.0
Zendesk Talk

Usability

Confluence
8.6
Zendesk Talk

Reliability and Availability

Confluence
10.0
Zendesk Talk

Performance

Confluence
9.8
Zendesk Talk

Support Rating

Confluence
8.5
Zendesk Talk
5.5

Implementation Rating

Confluence
9.0
Zendesk Talk

Scalability

Confluence
10.0
Zendesk Talk

Add comparison