Ayasdi Core vs. Zendesk Explore

Well suited: 1. If data set is not yet well organized. 2. Hypothesis is not yet established. 3. Need to visually explore to find patterns of data (often when analysts have no good understanding of data) 4. When [you need] to analyze events with a timeframe (specifically a sequence of events as a transaction) Less appropriate 1. If a data set is very large, such as Hadoop data, it becomes hard to manage data pipeline and process to feed the data into Ayasdi. To be feed into Ayasdi, data should be aggregated or organized to some level.

Incentivized

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Incentivized

• Ayasdi Core provides an easy way to get some insight on data. Typically analytics may require having a model or hypothesis before starting to look into the data, but Ayasdi lets you just feed the data first then start seeing what the data looks like.
• Ayasdi Core's topological network visualization is quite unique. It allows you to explore patterns and potential relations between multiple data elements. A user can also dynamically navigate data with different aspects on the web.
• The Web version of Ayasdi is easy to use, stable, and fast. It hasn't crashed even when we feed it a lot of data sets, although it took time.

Incentivized

• Zendesk Explore is easy to use.
• Zendesk Explore allows users to create custom metrics.
• Zendesk Explore allows users to create custom attributes.
• Zendesk Explore is easy to learn.
• Compared to other analytics function of other Ticket Management System, Zendesk Explore is probably the best as of now.

Incentivized

• Use of Python SDK is required to feed data into Ayasdi, but it lacks training materials or sample codes for a novice to get started.
• Although Web UI of Ayasdi is looking good, often it freezes when the user runs an analysis. It doesn't crash but the web page needs to be refreshed to see the progress of analysis.
• Algorithms provided by Ayasdi, such as metrics types, lens types need to be explained (what they are and what their strengths and weaknesses are). We had to Google or do research on our own to understand what they are.

Incentivized

• Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
• To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Incentivized

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Incentivized

Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!

Incentivized

We had a working group that has been using R studio for the general purpose of statistical analysis in our organization. Although it is a great tool that provides enriched function sets, it is time-consuming for our clinical analysts to learn the tool to see the first result. R is somewhat of a developer-oriented/friendly tool. Ayasdi is friendly to a domain analyst or end users. Plus, support and consulting from Ayasdi were excellent so that we could get knowledge from them immediately whenever we needed.

Incentivized

I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups. You need to use another tool if you want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized