Ivanti Voice vs Zendesk comparison

"Ivanti Voice is an enterprise platform that integrates with our other systems to automate and utilize the artificial intelligence or AI engines within the platform."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The stability has been very good."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"The product offers very good management. It has a great ability to assign tickets based on content."

"It's very convenient to use."

"The solution's reporting and customization could be simplified and enhanced."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"The solution could integrate better with QR codes from some websites such as Facebook."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"The price of the solution should be reduced."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"We got a deal with Ivanti that made the solution cheap."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"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 price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."