Compare Zendesk and CXM Recording - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or CXM Recording?

CXM Recording is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than CXM Recording (80/100). Zendesk offers users more features (23) than CXM Recording (11). There is a clear winner in this case and it is Zendesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Zendesk Vs. CXM

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

CXM: Contact Center Recording has never been easier. With CXM, contact center managers can record, live monitor, grade, coach, report and analyize directly from a single, easy to use, web-based web interface. The CXM Recording and Quality Monitoring Solution incorporates one click navigation so end users can quickly access the most commonly used and ...

Who is more expensive? Zendesk or CXM Recording and Quality Monitoring?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Zendesk and CXM Recording and Quality Monitoring.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. CXM Recording and Quality Monitoring price starts at $9,600 per year , When comparing CXM Recording and Quality Monitoring to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Zendesk cost is around the same cost of CXM Recording and Quality Monitoring.

Which software includes more/better features?

We've compared Zendesk Vs. CXM Recording based on some of the most important and required Help Desk features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

CXM Recording and Quality Monitoring: Contact Management, Contract Management, Customer Database, Customer Service, Customer Support Tracking.

Target customer size

Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. Creedenz CXM is best suited for small business and medium business in the healthcare sector.