Pentaho Business Analytics and Zendesk compete in the analytics and customer support management categories respectively. Pentaho seems to have the upper hand in data handling and analytics, while Zendesk leads in customer support management due to its efficient ticketing and integration features.
Features: Pentaho offers extensive ETL capabilities, seamless integration with various databases, and robust community dashboard support. Users benefit from mature data integration features and flexibility in handling different data types, including Big Data. Zendesk excels in ticket management, quick integration with business applications, and features like macros and a customizable Help Center that enhance customer support efficiency.
Room for Improvement: Pentaho faces criticism for outdated visuals and limited flexibility in its Community Edition, with users citing challenges in dashboard maintenance and missing BI features. Zendesk users seek improved integration with third-party systems, better reporting, and more customization options, suggesting areas for expanded functionality and streamlined processes.
Ease of Deployment and Customer Service: Pentaho provides On-premises and Hybrid Cloud setups, supported by both community-driven forums and structured enterprise client support. Zendesk offers Public and Private Cloud deployment options, with mixed reviews on customer service, as responsiveness varies. Pentaho's community support is advantageous for those familiar with open-source environments.
Pricing and ROI: Pentaho's Community Edition is free, but the Enterprise Edition incurs higher costs, offering significant value for full features and support. Its ROI is generally positive although analytics benefits can be delayed. Zendesk is viewed as expensive with high agent fees, but its value is demonstrated through efficient customer management, CX data integration, and operational efficiencies, delivering notable ROI through time and cost savings.
The technical support provided by Zendesk has been very satisfactory.
Zendesk can scale from very small companies to very large ones.
It can handle large datasets.
The stability has been quite reliable.
Pentaho Business Analytics is hard to learn and not suited for initial users as it requires knowledge of operating systems, Java, and other technical skills.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
Pentaho Business Analytics is priced similarly to other competitors such as QlikView and Tableau.
It is not the cheapest solution nor the most expensive, but it provides value for money.
It is a stable product, and it can handle large datasets.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Pentaho is an open source business intelligence company that provides a wide range of tools to help their customers better manage their businesses. These tools include data integration software, mining tools, dashboard applications, online analytical processing options, and more.
Pentaho has two product categories: There is the standard enterprise version. This is the product that comes directly from Pentaho itself with all of the benefits, features, and programs that come along with a paid application such us analysis services, dashboard design, and interactive reporting.
The alternative is an open source version, which the public is permitted to add to and tweak the product. This solution has its advantages, aside from the fact that it is free, in that there are many more people working on the project to improve its quality and breadth of functionality.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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