Compare CXM Recording and Zendesk - Sep 2023

Shlomi Lavi

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

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 Call Center 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:

CXM Vs. Zendesk

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 ...

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.

Who is more expensive? CXM Recording or Zendesk?

The real total cost of ownership (TCO) of Call Center 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 CXM Recording and Zendesk.

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

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

Which software includes more/better features?

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

CXM Recording: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Contact Management, Contract Management, Customer Database, Customer Service, Customer Support Tracking, Dashboards, Email Marketing, Lead Management.

Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

Creedenz CXM is best suited for small business and medium business in the healthcare sector. 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.