Compare zendesk and PureCloud - Sep 2022

Shlomi Lavi

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Bottom Line: Which is Better - zendesk or PureCloud?

PureCloud is more expensive to implement (TCO) than zendesk, and zendesk is rated higher (90/100) than PureCloud (80/100). zendesk offers users more features (11) than PureCloud (5). 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:

Zendesk Vs. Interactive Intelligence Group

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.

Interactive Intelligence Group: Interactive Intelligence Group, Inc. (NASDAQ: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services for mid-size to large organizations. Founded in 1994 and now backed by more than 5,000 customers worldwide, Interactive Intelligence is profitable and debt free with an...

Who is more expensive? zendesk talk or PureCloud?

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 zendesk talk and PureCloud.

zendesk talk price starts at $49 per user/month , On a scale between 1 to 10 zendesk talk is rated 2, which is much lower than the average cost of Call Center software. PureCloud price starts at $75 per month , When comparing PureCloud to its competitors, the software is rated 4 - lower than the average Call Center software cost.

Bottom line: PureCloud is more expensive than zendesk talk.

Which software includes more/better features?

We've compared zendesk Vs. PureCloud based on some of the most important and required Call Center features.

zendesk talk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Self Service Portal, Help Desk, Knowledge Base, Blended Call Center, Call Queue Management, Call Recording, Inbound Call Center, IVR (Interactive Voice Response).

PureCloud: Blended Call Center, Call Conferencing, Call Queue Management, Call Recording, Call Center.

Target customer size

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