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My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
The initial setup is very difficult, and we had to use support help for the account setup.
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
My main use case for Oracle CX Sales is for forecasting and AI-driven automation. When I open Oracle CX Sales, the first thing I do is read the dashboard, where I get the data for forecasting and pass that data into our AI-driven automation tool, using that information to determine what other things we can integrate into our system. Those dashboards provide all the forecasting data, and based on that we can make business decisions.
The workflow with Oracle CX Sales is team-wise, and we use it on a daily basis because our company makes business decisions based on that data.
During implementation, we are not using other features as a team because we only need the features for dashboard reading and data integration into our AI automation tool.
Oracle CX Sales has significantly impacted my organization by making it easy to interact with the cloud, providing access to data through APIs, allowing us to get all the datasets we require, and integrating with our AI automation tool, making the process very easy.
The best features of Oracle CX Sales include the dashboard UI, which looks very unique. Every day we use the dashboard UI for forecasting data and preparing the data.
The biggest friction point with Oracle CX Sales is that sometimes it goes down. When the server gets down, we do not get real-time data, which happens occasionally.
If I could change one thing about Oracle CX Sales, it would be to remove the five-minute data delay so we could get real-time data by the second.
I have not deeply researched features I wish Oracle CX Sales had, but whatever features we require right now are available, so we are satisfied.
I have been familiar with Oracle CX Sales for around four years.
The biggest friction point with Oracle CX Sales is that sometimes it goes down. When the server gets down, we do not get real-time data, which happens occasionally.
I decided on Oracle CX Sales specifically over other alternatives because it is easy to use, cost-effective, and has great technical support.
Before Oracle CX Sales, I worked manually and also used other tools such as Microsoft Dynamics 365 Sales and HubSpot, so I have experienced those kinds of feature tools as well.
When I first implemented Oracle CX Sales, the setup was somewhat complex, taking around one week to get up and running because we have different users in different locations and various terms to consider. Generally, we prefer the cloud to integrate in the cloud, and from the cloud, we access the Oracle CX Sales dashboard.
Our team needed to prepare formal training on Oracle CX Sales. The core team prepared one Confluence document for that purpose. If any new employees or junior staff come on board, they can refer to the document, but senior people do not need it because they already have experience with it.
I can quantify that my team is saving time by saying it feels like a ten out of nine because whatever dataset we require, we get from Oracle CX Sales.
In the team, collaboration has improved because everyone is using Oracle CX Sales.
The other tools I considered were Microsoft 365 and HubSpot CRM.
On a scale of one to ten, I would rate Oracle CX Sales overall as a nine out of ten because whatever we require and whatever things we are looking for from these tools, it fulfills our requirements. My advice to someone considering Oracle CX Sales with a similar workflow is that if you need good forecasting data, a good dashboard, and low cost, I totally recommend it. The overall review rating is nine out of ten.
