Compare Observe.AI and Zendesk Contact Center
At a Glance
Market Segments
Mid-Market (65.0% of reviews)
Mid-Market (59.3% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Observe.AI
Star Rating
(233)4.6 out of 5
Market Segments
Mid-Market (65.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AI
Zendesk Contact Center
Star Rating
(284)4.6 out of 5
Market Segments
Mid-Market (59.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about Zendesk Contact Center
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that both Zendesk Contact Center and Observe.AI have received high star ratings of 4.6, indicating a strong level of user satisfaction. However, Zendesk stands out with a larger volume of reviews, suggesting a more established user base and potentially more reliable insights.
- Users say that Zendesk Contact Center excels in providing visibility into workflows, with features like comprehensive reporting and dashboards that help teams understand their performance metrics effectively. This level of transparency is often highlighted as a key advantage for managers looking to optimize operations.
- Reviewers mention that Observe.AI shines in its AI-driven conversation analysis capabilities, which allow for detailed insights into customer interactions. Users appreciate its ability to capture sentiments and key topics, making it a valuable tool for quality assurance and performance evaluation.
- According to verified reviews, Zendesk Contact Center is praised for its intuitive interface and seamless omnichannel capabilities, making it easy for both agents and managers to navigate. This user-friendly design is often cited as a significant factor in enhancing day-to-day usability.
- Users highlight that while Observe.AI offers powerful conversation intelligence, some find it less versatile in terms of integration with existing systems compared to Zendesk, which is noted for its robust integration capabilities that facilitate smoother workflows.
- G2 reviewers note that both platforms have strong support ratings, but Zendesk Contact Center edges out slightly with a score of 9.4 for quality of support. Users appreciate the responsive assistance and resources available, which can be crucial during implementation and ongoing use.
Pricing
Entry-Level Pricing
Observe.AI
No pricing availableZendesk Contact Center
No pricing availableFree Trial
Observe.AI
No trial information availableZendesk Contact Center
Free Trial is available
Ratings
Meets Requirements
8.8
180
9.0
209
Ease of Use
9.2
180
9.2
219
Ease of Setup
9.0
103
9.0
113
Ease of Admin
9.2
92
9.1
101
Quality of Support
9.2
176
9.4
208
Has the product been a good partner in doing business?
9.3
94
9.3
97
Product Direction (% positive)
9.7
172
8.9
189
Features by Category
Messenger
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agent Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
7.9
20
Not enough data
7.5
19
Not enough data
8.1
19
Knowledge Management
Not enough data
8.2
28
Not enough data
8.3
23
Not enough data
6.9
24
Compliance
Not enough data
8.1
17
Not enough data
8.1
16
Not enough data
8.4
16
Not enough data
8.3
15
Customer Support
Not enough data
7.9
21
Not enough data
7.8
22
Not enough data
8.3
15
Data Security
Not enough data
8.4
17
Not enough data
8.1
18
Not enough data
8.7
17
Not enough data
8.3
20
Administration
Not enough data
8.2
19
Not enough data
7.7
24
Not enough data
8.3
24
Generative AI
Not enough data
Not enough data
Call Analytics
9.5
44
Not enough data
8.9
45
Not enough data
9.1
45
Not enough data
9.0
40
Not enough data
Artificial Intelligence - Conversation Intelligence
9.3
40
Not enough data
8.7
43
Not enough data
Not enough data
Not enough data
Generative AI
8.9
17
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
9.2
144
9.7
126
9.0
140
9.2
118
8.8
135
9.1
122
Engagement
9.1
145
9.5
124
9.1
138
9.2
122
8.8
134
8.8
107
Performance
9.0
126
9.4
113
9.3
134
9.8
84
Generative AI
8.8
28
9.0
23
8.8
28
9.1
23
Channels
Not enough data
8.3
11
Not enough data
9.0
8
Not enough data
8.8
7
Not enough data
8.1
6
Not enough data
9.0
12
Generative AI
Not enough data
Not enough data
Functions
Not enough data
8.1
6
Not enough data
8.3
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.3
5
Not enough data
7.9
7
Not enough data
8.1
8
Not enough data
8.9
9
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
9.4
6
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
8.1
7
Not enough data
9.2
11
Not enough data
8.7
15
Not enough data
8.3
8
Not enough data
8.8
7
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.7
21
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Contacts
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insights
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Observe.AI and Zendesk Contact Center are categorized as Contact Center Quality Assurance and Speech Analytics
Unique Categories
Observe.AI is categorized as AI Customer Support Agents, AI Agents For Business Operations, Conversation Intelligence, and Contact Center AI Observability
Zendesk Contact Center is categorized as AI Voice Assistants, Auto Dialer, Call Center Infrastructure (CCI), Call Compliance, Contact Center Knowledge Base, Conversational Marketing, Outbound Call Tracking, Contact Center, and Contact Center Workforce
Reviews
Reviewers' Company Size
Observe.AI
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Contact Center
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Outsourcing/Offshoring
13.4%
Consumer Services
12.9%
Hospital & Health Care
7.4%
Telecommunications
6.9%
Health, Wellness and Fitness
6.5%
Other
53.0%
Computer Software
16.5%
Information Technology and Services
13.2%
Consumer Services
8.8%
Financial Services
5.5%
Computer Games
4.0%
Other
51.8%
Alternatives
Discussions
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
AT
The best way to use this tool to have more accurate and quality results in a short matter of time is having a job like mine as quality assurance analyst. Read more
Can I use this tool in promoting quality work to other people in our community?
2 Comments
BI
Yes definitely!! it would make your evaluations more accurate!!Read more
Is there any other way to retrieve of find the date of the call back?
1 Comment
Official Response from Observe.AI
Thanks for your question, Beberly. You can use your metadata to search for calls with the same phone number, same customer, or other parameters that are...Read more
What integrations does Local Measure offer?
1 Comment
Official Response from Local Measure Engage
Local Measure offers custom integrations into numerous CRM, CEM and marketing software. We are also official partners of Salesforce and Cisco. Visit our...Read more
What's included in the Local Measure platform?
1 Comment
Official Response from Local Measure Engage
Local Measure's customer experience platform includes rich customer profiles, a real time feedback tool, a customer Wi-Fi solution, one-to-one social...Read more
What kind of businesses use Local Measure?
1 Comment
Official Response from Local Measure Engage
Local Measure is for businesses with a real world, physical presence who want to deliver extraordinary customer experiences. Local Measure works with hotels,...Read more