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Compare Zendesk vs CallTrackingMetrics

What is better Zendesk or CallTrackingMetrics? There are numerous Customer Support Software products available for businesses today. The simplest way to find out which one fits your needs best is to compare them side by side. For instance, here you can assess Zendesk and CallTrackingMetrics for their overall score (9.7 vs. 8.3, respectively) or their user satisfaction rating (98% vs. N/A%, respectively).

You can even check their functions and pricing conditions and other helpful facts below. When matching products make sure to examine their similar advantages and mark their distinctive elements to get a clearer picture of both deals. What is more bear in mind to evaluate non-core features such as security, backup, usability, and customer support.

Those of you who want to save some time or would like to get a Customer Support Software suggestion from our team might want to try out these top choices for the current year: Salesforce Service Cloud, Freshdesk, Zendesk.

SmartScore™

9.8

User Satisfaction

98%

Pricing:

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Integrations

Zendesk integrates with the several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

NOAWARDS
YET

SmartScore™

8.3

User Satisfaction

N/A

Pricing:

Starting from $19.50

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Conversation Analytics
  • Keyword Spotting
  • Marketing Call Tracking
  • Geo Contact
  • Call Management
  • Smart Routing
  • Call Center
  • Call Security

Pricing Info

CallTrackingMetrics Essentials Plan

  • Basic Call Tracking For Businesses
  • $19.50 Per Month – Monthly Subscription Fee
  • $ 2.50 Per Month – Local Numbers
  • $ 4.50 Per Month – Toll Free Numbers
  • $ 0.045 Per Minute – Local Inbound
  • $ 0.065 Per Minute – Toll Free Inbound
  • $ 0.050 Per Minute – Outbound Calls
  • $ 0.018 Per Text
  • Unlimited Users
  • Various User Access Levels
  • API Access
  • Local & Toll Free Tracking Numbers in 40 Countries
  • Record Calls
  • Port Numbers (USA/CA Only)
  • Track Online Or Offline Advertising Channels
  • Calls Matched to Website Visitor And Ad Click
  • Call Whispers
  • Forward Calls To Landline. Mobile, Or Softphone
  • Route Calls By Schedule
  • Route Calls By IVR
  • Virtual Voicemail Boxes
  • Conference Calls
  • Score, Convert, and Tag Calls
  • Call Scripts
  • Softphone
  • Call Tracking Reports By Advertisement Source
  • Calls By Keyword, Ad Group, Or Campaign
  • Call Center Reports
  • ROI Reporting
  • Call Notifications
  • Google Analytics Integration
  • Google AdWords Integration
  • WordPress Integration
  • Zapier Integration
  • Kissmetrics Integration
  • Live Listen – $ 0.01
  • Call Insights Premium Caller ID – $ 0.20
  • Spam Detective – $ 0.02
  • Transcriptions With Keyword Spotting – $ 0.08
  • Call Encryption – $ 0.01
  • FormReactor Embeddable Forms
  • Forms Trigger Phone Calls And Notifications
  • Receive/Send Text Messages/Multimedia
  • Text Notifications

CallTrackingMetrics Advanced Plan

  • Call Center and Agency Features
  • $ 99.00 Per Month – Monthly Subscription Fee
  • $ 1.50 Per Month – Local Numbers
  • $ 2.25 Per Month – Toll Free Numbers
  • $ 0.035 Per Minute – Local Inbound
  • $ 0.050 Per Minute – Toll Free Inbound
  • $ 0.029 Per Minute – Outbound Calls
  • $ 0.013 Per Text
  • Unlimited Users
  • Various User Access Levels
  • API Access
  • Agency Account Structures
  • Local & Toll Free Tracking Numbers in 40 Countries
  • Record Calls
  • Port Numbers (USA/CA Only)
  • Track Online Or Offline Advertising Channels
  • Calls Matched to Website Visitor And Ad Click
  • Call Whispers
  • Geo Contact
  • Forward Calls To Landline. Mobile, Or Softphone
  • Route Calls By Schedule
  • Route Calls By IVR
  • Virtual Voicemail Boxes
  • Conference Calls
  • Score, Convert, and Tag Calls
  • Call Scripts
  • Softphone
  • Smart Routing
  • Geo Routing
  • Call Queues
  • Post Call Agent Survey
  • Hold Patterns (Music,Voiceover, etc.)
  • Auto Dialer
  • Call Tracking Reports By Advertisement Source
  • Calls By Keyword, Ad Group, Or Campaign
  • Call Center Reports
  • ROI Reporting
  • Call Notifications
  • Agency Reporting
  • Real-time Agent Dashboard
  • Custom Fields
  • Google Analytics Integration
  • Google AdWords Integration
  • WordPress Integration
  • Zapier Integration
  • Kissmetrics Integration
  • Optimizely Integration
  • HubSpot Integration
  • Salesforce Integration
  • Stripe Integration
  • CAKE Integration
  • Marin Integration
  • Marketo Integration
  • Kenshoo Integration
  • Unbounce Integration
  • Bizible Integration
  • Maxymiser Integration
  • Aquisio Integration
  • Live Listen – $ 0.00
  • Call Insights Premium Caller ID – $ 0.12
  • Spam Detective – $ 0.01
  • Transcriptions With Keyword Spotting – $ 0.05
  • Call Encryption – $ 0.005
  • Agency White Labeling – $99 one time setup and $49 Per Month
  • FormReactor Embeddable Forms
  • Forms Trigger Phone Calls And Notifications
  • Receive/Send Text Messages/Multimedia
  • Text Notifications
  • Schedule Bulk Text Messaging

CallTrackingMetrics Elite Plan

  • Customized For High Volume Customers
  • Contact CTM Sales For Pricing Details
  • Unlimited Users
  • Various User Access Levels
  • API Access
  • Agency Account Structures
  • Local & Toll Free Tracking Numbers in 40 Countries
  • Record Calls
  • Port Numbers (USA/CA Only)
  • Track Online Or Offline Advertising Channels
  • Calls Matched to Website Visitor And Ad Click
  • Call Whispers
  • Geo Contact
  • Forward Calls To Landline. Mobile, Or Softphone
  • Route Calls By Schedule
  • Route Calls By IVR
  • Virtual Voicemail Boxes
  • Conference Calls
  • Score, Convert, and Tag Calls
  • Call Scripts
  • Softphone
  • Smart Routing
  • Geo Routing
  • Call Queues
  • Post Call Agent Survey
  • Hold Patterns (Music,Voiceover, etc.)
  • Auto Dialer
  • Call Tracking Reports By Advertisement Source
  • Calls By Keyword, Ad Group, Or Campaign
  • Call Center Reports
  • ROI Reporting
  • Call Notifications
  • Agency Reporting
  • Real-time Agent Dashboard
  • Custom Fields
  • Google Analytics Integration
  • Google AdWords Integration
  • WordPress Integration
  • Zapier Integration
  • Kissmetrics Integration
  • Optimizely Integration
  • HubSpot Integration
  • Salesforce Integration
  • Stripe Integration
  • CAKE Integration
  • Marin Integration
  • Marketo Integration
  • Kenshoo Integration
  • Unbounce Integration
  • Bizible Integration
  • Maxymiser Integration
  • Aquisio Integration
  • Live Listen – customized
  • Call Insights Premium Caller ID – customized
  • Spam Detective – customized
  • Transcriptions With Keyword Spotting – customized
  • Call Encryption – customized
  • Agency White Labeling – customized
  • FormReactor Embeddable Forms
  • Forms Trigger Phone Calls And Notifications
  • Receive/Send Text Messages/Multimedia
  • Text Notifications
  • Schedule Bulk Text Messaging

Integrations

CallTrackingMetrics supports the following integrations:

  • Google Analytics
  • Google AdWords
  • WordPress
  • Zapier
  • Kissmetrics
  • Optimizely
  • HubSpot
  • Salesforce
  • Stripe
  • CAKE
  • Marin
  • Marketo
  • Kenshoo
  • Unbounce
  • Bizible
  • Maxymise
  • Aquisio

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

ACADIA Healthcare, SearchKings, Morgan&Morgan

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A robust call tracking and call center software that automatically tracks, analyzes, and reports calls and tracking sources to improve ROI and marketing campaign.

Company Email

info@calltrackingmetrics.com

Contact No.

Company's Address

877 Baltimore Annapolis Blvd.
Suite 207
Severna Park, MD 21146

The solutions compared on this page are merely a small sample of our entire Customer Support Software category and you should keep in mind that there might be more desirable options available. If you would like to make sure you make the wisest choice for your team we definitely encourage you to test more apps first. It may also be a good idea to check out our top 10 Customer Support Software list to see which services are now the highest-ranking ones and dominate the market.

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