Give your agents a helping hand with AI-assisted tools and workflows that increase agent efficiency and elevate customer experiences.

Top Competitors

Omnichannel Support

Allows agents to move across channels seamlessly, handling several conversations at once.

Restricts agents to one channel, managing only one conversation at a time causing interruptions.

Reporting & Analytics

Advanced tools uncover key insights & KPIs, which enhance the customer experience.

Basic tools lacking in uncovering customer insights & KPIs, hindering customer experience.

AI & Machine learning

Intelligent ticket routing and generative AI to assist agents, streamlining customer service.

Untrained chatbots and

lack of AI assistance causes inefficiencies & complications.

Total cost of ownership

Easy & fast set-up reduces training costs which boosts

your time to value.

Complex & slow set-up,

increases training costs and extends your time to value.

Agent experience

Agents have everything they need within one workspace, such as customer history.

Agents struggle to find necessary resources within their workspace.

Omnichannel customer service

Natively includes all

channels to deliver rich conversational experiences.

No native voice and SMS, and

widget only supports knowledge base and chat.

Frictionless agent experience

Customizable agent

workspaces with contextual access across multiple apps.

Fixed agent workspace with no customization options, limited agility, and restricted to one app.

AI & Machine learning

Pre-trained CX models:

GDPR protected and ready

to use out of the box.

Requires manual training models.

Total cost of ownership

Intuitive platform speeds up onboarding, driving efficiency and lowering cost of use.

Complex deployment and

on-site maintenance can

further inflate expenses.

Reporting and analytics

Native analytics provide custom metrics and real-time omnichannel dashboards.

Weak native reporting and

poor customization ability.

Separate agent interfaces for chat, phone, and ticketing, Voice is an add-on or 3rd party integration.

Omnichannel customer service

Natively includes all

channels to deliver rich conversational experiences.

Frictionless agent experience

Customizable agent

workspaces with contextual access across multiple apps.

Single browser tab agent experience, limiting agility.

AI & Machine learning

Pre-trained CX models:

GDPR protected and ready

to use out of the box.

Difficulty with complex queries, integration limitations, and a lack of customization options.

Total cost of ownership

Intuitive platform speeds up onboarding, driving efficiency and lowering cost of use.

Complex deployment and

on-site maintenance can

further inflate expenses.

Requires separate channel reports, with limited customization and advanced features via add-ons.

Reporting and analytics

Native analytics provide custom metrics and real-time omnichannel dashboards.

Fairly limited,  minimal voice integrations.

Unified omnichannel support experience

Agents have the tools and context needed to continue conversations on any channel.

Reporting & Analytics

Native analytics tool provides custom metrics and real-time omnichannel dashboards.

Confusing custom metrics restricts insights, hindering business optimization.

AI & Machine learning

Pre-trained bots for accurate classification, AI insights, ticket triage, and macro suggestions.

A reactive AI that provides content but no actions. No real-time reports and limited languages available

Total cost of ownership

Our system scales with you,

so no need for additional software unless you want it.

Proactive engagement and messaging are subject to unpredictable consumption fees. 

Frictionless agent experience

Agents have everything they need within their workspace, from recs to customer history.

No custom workspaces & collaborations limit ability to

provide complete support.

Omnichannel Support

Allows agents to move across channels seamlessly, handling several conversations at once.

Shared inbox lacks dynamic and customizable features for efficient customer support.

Reporting & Analytics

Advanced tools uncover customer insights & KPIs for better customer experience.

Doesn’t support more

advanced reporting functionality like custom attribution.

AI & Machine learning

Intelligent ticket routing, AI chatbots, and generative AI to assist agents for better service.

AI is limited, only using AI to draft responses using customer context and conversations.

Total cost of ownership

Our system scales with you,

so no need for additional software unless you want it.

Lack of scale & limited native integrations increases cost.

Agent experience

Agents have everything they need within their workspace, from recs to customer history.

Lacks some elements, not user-friendly, and no sync with Gmail

and Google Calendar.

Users must switch between apps to solve customer problems

Agent experience

Provides a unified view of customer data, conversations, and history across all channels.

Total cost of ownership

Easy & fast set-up, reduces implementation and training costs to boost time to value.

Without a dedicated onboarding team the risk is higher for issues during the set-up process.

AI & Machine learning

Tailored for CX, which means higher accuracy, easier setup, and more savings.

AI models are not CX-specific and require manual setup and monitoring

Efficiency

Custom workflows and an intuitive interface boost agent productivity and efficiency.

Basic ticket collaboration requires switching apps, costing agents time

Contextual workspace

Custom interface adapts to each situation with contextual information & workflows.

No contextual workspace,

so agents are overwhelmed

with irrelevant tools/data.

Agent experience

Build ticket workflows, view conversations, and promote collaboration in one place.

Agents work in separate

systems, reducing customer support efficiency.

Total cost of ownership

Low TCO with intuitive point-and-click configuration and

easy customization.

Requires expensive IT teams, budgets, and timelines

Strategic partnership

Built-in, tailored success resources help companies

adopt CX best practices.

Long term success resources cost extra, and don't focus exclusively on CX

Omnichannel conversations

Supports conversations across channels like voice, chat, and social media.

Requires third-party

vendors for voice.

AI & Machine learning

Purpose-built models for CX, and come pre-trained based on our own customer data.

AI models require technical resources to train over multiple months

+80%

+60%

+50%

of customers have gained clearer visibility into operations through unified analytics

of customers report higher satisfaction using Zendesk’s self-service tools

of customers see increased agent productivity with Zendesk’s collaboration tools