Oracle Analytics vs. Zendesk Explore

Oracle Data Visualization is very effective if used in an enterprise context with huge volumes of data coming from different systems. It supports dashboard and reporting capabilities and is easy to scale. It also allows you to leverage machine learning capabilities to extract hidden data trends. Visualization capabilities are powerful but not so various if compared to other solutions on the market. If you want to present a dashboard to an executive audience and you want to make your dashboards beautiful you must adapt them through PowerPoint.

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

• Available without of the box connectors for Salesforce and oracle Saas Cloud. This is a huge plus for our business since we don't need another middleware solution just for this sake.
• We are able to connect to our on-prem SQL Server database where we have our RMA database and other applications seamlessly without writing custom APIs.
• OAC writes directly into ADW which is another advantage for loading Excel files into ADW after dataflow transformations.
• OAC allows replication of the database from fusion ERP and lets us create subject areas using the data modeler.

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

• More AI but with human back up.
• Less mumbo jumbo so even IT guys/gals can more easily work.
• More statistics (math) and orientation for those not familiar with it.
• More live as well as virtual (live) show casing of real situations in business.

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

Scalability and rich integration capabilities. In the future, if we go with Hyperion for the Financial Consolidation and planning purposes -BI integration with Hyperion is going to be much simpler as it has native interface connectivity and even integration capabilities with well known CRM products (Siebel) and ERP Products (Oracle EBS, Peoplesoft, SAP) is going to be easy and straight forward.

Great, if you are limited to using it along with other Oracle products; sadly, not if you are integrating with other products, which can be a challenge. It is a great product with tons of functionality and great integration with other in-house platforms. Great visuals and customization for data and analytics to provide decision-making data and analysis.

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

No problems, it's that simple.

Incentivized

Other than anomalies or expected quirks, there were never any earth-shattering delays.

Incentivized

Oracle Analytics Support team is very proactive and I have never had a situation where I had to wait for more than a day or two to get my issues resolved. This is a very big help for us and we appreciate Oracle and its team for guaranteeing that experience.

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

Oracle University offers very in-depth training.

It was a private training site.

Incentivized

A properly implemented Endeca solution performs extremely well on the largest of datasets and it positions your organization to immediately achieve your ROI.

Oracle Analytics Cloud, is one of the most agile and secure data analysis platforms that according to the budget and the amount of use, you can use the resources you need under the cloud. The Oracle brand is also very well known in this field and can meet all the needs of an organization or industry in any sector.

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

We have seen the results of this in our initial research and are not surprised that Oracle does this like it does soo many other things in this area, so well.

Incentivized

• We've used OBIEE (or it's previous named product) for over 13 years and it's still the most used tool for BI by the business.
• We moved our largest business system off of Business Object into OBI so we could gain improved performance, reliability, and easier management of metadata.

• 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