Engageware vs. Zoho Desk 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 Instant responses for instant happiness. Respond to your customers the minute they reach out to you with Zoho Desk's embeddable chat widget. Zoho Desk's embeddable chat widgets let you be within arm's reach when customers can't find what they're looking for in your Help Center. Your customers can get in touch with your agents instantly, right from the Help Center, so your agents can respond and help them find answers faster. If a customer has an issue that requires more time and attention, agents can convert the chat conversation into a ticket, in a single click. This lets agents save all the context of the chat conversation, with no time lost. Leave your chat tickets to the trusted experts in your team. With Zoho Desk, you can assign tickets from various channels to specific agents or teams. This way, your agents can work more efficiently, and customer interactions are in safe hands.
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 Customer-centric companies that want to provide excellent customer 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 $12.00 per user per 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 4.9 / 5 ease 4.8 / 5 features 4.6 / 5 design 4.7 / 5 support 4.8 / 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 Zoho Founded: 1996 India www.zoho.com/desk
Alternatives Chili Piper	Alternatives Freshdesk Freshworks
Coconut Software Coconut Software Corporation	LiveAgent Quality Unit
OnceHub	Genuity
JRNI	Zendesk
Qtrac View All	DevRev View All
Categories Appointment Scheduling Customer Self-Service Knowledge Management Queue Management	Categories After-Sales Service AI Agents AI Customer Service Call Center Call Monitoring Complaint Management Contact Center Quality Assurance Customer Engagement Customer Experience Customer Self-Service Customer Service Help Desk Issue Tracking ITSM Knowledge Management Live Chat Service Request Management Team Communication
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 Call Center Features Blended Call Center Call Logging Call Recording Call Scripting Campaign Management Database Escalation Management Inbound Call Center IVR / Voice Recognition Manual Dialer Outbound Call Center Predictive Dialer Progressive Dialer Queue Management Real-time Chat Reporting/Analytics 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 Engagement Features Analytics Churn Management Communication Management Community Management Content Syndication Feedback Collection Gamification Live Chat Video Content 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 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 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 Team Communication Features Activity / News Feed Audio Calls Calendar Management Chat / Messaging Discussion Threads File Sharing Mobile Access Push Notifications Search Surveys & Feedback Task Management Video Conferencing
Integrations Salesforce Boostopia Chronicle SOAR CustomerSuccessBox GoTo Connect Google Workspace Haber Chat KonnectzIT Monitorpack Discovery Parsey Pipedrive Refold StarfishETL Trelica Twilio Vbout X (Twitter) Zoho Apptics Zoho RPA Zoho Voice Show More Integrations View All 4 Integrations	Integrations Salesforce Boostopia Chronicle SOAR CustomerSuccessBox GoTo Connect Google Workspace Haber Chat KonnectzIT Monitorpack Discovery Parsey Pipedrive Refold StarfishETL Trelica Twilio Vbout X (Twitter) Zoho Apptics Zoho RPA Zoho Voice Show More Integrations View All 103 Integrations
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