Virtual Observer Vs zendesk

Shlomi LaviShlomi Lavi / Jun 01, 2021

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Bottom Line: Which is Better - Virtual Observer or zendesk?

Virtual Observer is more expensive to implement (TCO) than zendesk, zendesk is rated higher (90/100) than Virtual Observer (87/100). zendesk offers more features (11) to their users than Virtual Observer (0). There is a clear winner in this case and it is zendesk!

Looking for the right Call Center solution for your business? buyers like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How Coordinated Systems compares with Zendesk?

Coordinated Systems: CSI is the provider of Virtual Observer, a call recording and workforce optimization solution for contact centers. Virtual Observer's robust features include a web-based user interface, Call Recording, Integrated Screen Capture, Call evaluation and scoring, Dashboard Analytics, Call Insight Speech Analytics, Agent Portal for E-learning and agent d...

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's more expensive? Virtual Observer or zendesk talk?

The real total cost of ownership (TCO) of Call Center software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for Virtual Observer and zendesk talk.

Virtual Observer price starts at $20,000 per license , on a scale between 1 to 10 Virtual Observer is rated 4, which is lower than the average cost of Call Center software. zendesk talk price starts at $49 per user/month , when comparing zendesk talk to their competitors, the software is rated 2 - much lower than the average Call Center software cost.

Bottom line: Virtual Observer is more expensive than zendesk talk.

Which software includes more/better features?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, we've compared Virtual Observer Vs. zendesk based on some of the most important and required Call Center features. Virtual Observer: We are still working to collect the list of features for Virtual Observer. zendesk talk: Self Service Portal, Help Desk, Knowledge Base, Blended Call Center, Call Queue Management.

Target customer size

Virtual Observer's typical customers include: SMBs, and zendesk talk's target customer size include: Small, medium and large size businesses.

Virtual Observer

ITQlick rating
(3.1/5)

starts at $20,000 per license

Virtual Observer is a cloud-based and an on-premise call recording and call monitoring software. Virtual Observer is suitable for the cloud-based platform that offers various services, which include desktop ana...

Categories: Data Analysis Tools, Call Recording, IVR, Call Center.

zendesk talk

ITQlick rating
(4.3/5)

starts at $49 per user/month

Zendesk Talk is a VoIP call center software designed to help companies talk directly to their customers and provide personalized solutions to every issue they face. Being an integrated solution, Zendesk Talk en...

Categories: Call Recording, IVR, Call Center, Complaint Management, Customer Service.

Compare specifications

Compare features

Virtual Observer: 0 Features

We are working to collect the list of features

zendesk talk: 11 Features

Self Service Portal
Help Desk
Knowledge Base
Blended Call Center
Call Queue Management
Call Recording
Inbound Call Center
IVR (Interactive Voice Response)
Ticket Management
Survey Software
Social Media Management
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Virtual
ITQlick rating
3.1/5
Score
87/100
Pricing
5.8/10
License pricing
$20,000 per license
Functionality
8
Compare
zendesk
ITQlick rating
4.3/5
Score
90/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
25
Nextiva
ITQlick rating
4.5/5
Score
99/100
Pricing
3.6/10
License pricing
$11.95 per user/month
Functionality
20
8x8
ITQlick rating
3.9/5
Score
93/100
Pricing
2.2/10
License pricing
$0.04 per minute
Functionality
43
Review
TouchStar
ITQlick rating
4.4/5
Score
91/100
Pricing
3.4/10
License pricing
Pricing not available
Functionality
6
Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.