Engageware vs. Zendesk Comparison


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About Engageware (formerly TimeTrade SilverCloud), provides industry-leading technology and expert know-how to help organizations better engage their customers. Trusted by more than 500 organizations, our self-service, appointment scheduling, and knowledge management solutions – combined and integrated with those of our market-leading partners – make it easy for customers to answer their questions quickly, connect to the right resources when scheduled expertise is needed, and get a consistent, efficient experience when help from a representative is required. Organizations that use our customer engagement solutions deliver quality customer experiences no matter the channel — enabling faster growth with greater efficiency.	About Zendesk is a customer service platform designed to streamline support operations and enhance customer experiences. Offering a comprehensive suite of tools, including AI-driven automation, messaging, live chat, and customizable workflows, Zendesk enables businesses to provide personalized and efficient support across multiple channels. It integrates seamlessly with other software and provides real-time analytics to help businesses make data-driven decisions. Zendesk’s solutions cater to businesses of all sizes, from small startups to large enterprises, with a focus on scalability, security, and user satisfaction.
Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook	Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook
Audience Engageware provides industry-leading technology and expert know-how to help banks, credit unions, financial services institutions, and speciality retailers better engage their customers.	Audience Businesses of all sizes looking to enhance customer service operations with AI-powered tools and multi-channel support
Support Phone Support 24/7 Live Support Online	Support Phone Support 24/7 Live Support Online
API Offers API	API Offers API
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing No information available. Free Version Free Trial	Pricing $25/agent/month Free Version Free Trial
Reviews/Ratings Overall 4.5 / 5 ease 5.0 / 5 features 5.0 / 5 design 4.5 / 5 support 4.5 / 5 Read all reviews	Reviews/Ratings Overall 4.5 / 5 ease 4.5 / 5 features 4.7 / 5 design 4.7 / 5 support 4.5 / 5 Read all reviews
Training Documentation Webinars Live Online In Person	Training Documentation Webinars Live Online In Person
Company Information Engageware Founded: 1999 United States engageware.com	Company Information Zendesk Founded: 2007 United States www.zendesk.com
Alternatives Chili Piper	Alternatives HubSpot CRM HubSpot
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Categories Appointment Scheduling Customer Self-Service Knowledge Management Queue Management	Categories AI Agents AI Customer Service Call Center Chatbot Complaint Management Contact Center Knowledge Base Conversational AI Conversational Support Customer Experience Customer Self-Service Customer Service Employee Experience Experience Management Help Desk Issue Tracking IT Service ITSM Knowledge Management Live Chat Service Request Management
Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal Show More Features Appointment Scheduling Features Appointment Reminders Automated Scheduling Calendar Sync Client Database Group Scheduling Mobile Access Multi-Location Online Booking Online Payments Recurring Appointments Room Booking Management Queue Management Features Appointment Scheduling Calendar Communication Tools Contactless Customer Surveys Dashboard For Banks For Government For Healthcare For Restaurants For Retail SMS Marketing Supports Multiple Counters Virtual Queue	Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal Show More Features Complaint Management Features Case Management Complaint Classification Corrective Actions (CAPA) Customer Complaint Tracking Feedback Management Forms Management Issue Tracking Quality Assurance Management Routing Self Service Portal Social Media Monitoring Survey Management Customer Experience Features Action Management Analytics Customer Segmentation Dashboard Feedback Management Knowledge Management Multi-Channel Collection Sentiment Analysis Survey Management Text Analysis Trend Analysis Customer Service Features Alerts / Escalation Appointment Management Call Center Management Email Management Knowledge Base Live Chat Performance Metrics Queue Management Self Service Portal Social Media Integration Surveys & Feedback Virtual Assistant Workflow Management Experience Management Features Action Management Analytics Customer Segmentation Dashboard Feedback Management Knowledge Management Multi-Channel Collection Sentiment Analysis Survey Management Text Analysis Trend Analysis Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management ITSM Features Asset Tracking Availability Management Change Management Configuration Management Contract/License Management Dashboard Incident Management Problem Management Project Management Release & Deployment Management Self Service Portal Issue Tracking Features Assignment Management Dashboard Escalation Management Issue Auditing Issue Scheduling Knowledge Base Project Management Recurring Issues Scheduling Task Management Live Chat Features Canned Responses Customizable Branding Geo Targeting Offline Form Proactive Chat Screen Sharing Third Party Integration Transfers / Routing Website Visitor Tracking
Integrations Microsoft Outlook Salesforce Affiniv Chatlio for Slack Coefficient Corpora Drupal GamEffective GiveCentral Community Glynk Gnani Bot Builder Platform Grammarly Guse HubSpot Operations Hub Lunchbox MarketPowerPro Parsey Peopleware PrediCX Resolver Show More Integrations View All 4 Integrations	Integrations Microsoft Outlook Salesforce Affiniv Chatlio for Slack Coefficient Corpora Drupal GamEffective GiveCentral Community Glynk Gnani Bot Builder Platform Grammarly Guse HubSpot Operations Hub Lunchbox MarketPowerPro Parsey Peopleware PrediCX Resolver Show More Integrations View All 1744 Integrations
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