Zendesk vs. Solvvy (now Zoom Contact Center)

In the relentless quest for the gold standard in customer service, businesses face a myriad of critical considerations. One has to weigh the economic impact, leadership acumen, and comprehensive abilities of all service solutions. Amidst this landscape, Zendesk emerges as a leader, specifically designed with the intricacies of customer support in mind and offering companies an avenue to deliver superior, cost-effective service experiences.

On the other hand, Zoom Contact Center, which acquired Solvvy in 2022, is relatively new and still evolving. Some product features are still incubating in a beta phase, and full maturity is yet to be achieved. Zoom's mastery in video conferencing is undeniable, but prowess in one arena does not guarantee success in another. Such a nascent state suggests potential gaps in product development and customer service finesse—both of which are essential in elevating customer experiences to greater heights.

In this comparative guide, we will delve deeper into Zendesk and Zoom's offerings, dissecting key functionalities and pricing structures. Read on to learn why over 160,000 businesses trust Zendesk as their go-to service solution.

Product maturity and readiness

Zendesk has provided a complete customer service solution for over 15 years and earned the trust of 160,000+ businesses. Additionally, our software comes ready with everything you need to deliver great customer service right out of the box, allowing you to improve your CX from day one. On the other hand, Zoom Contact Center is still evolving, and some features are not yet available—though the software may evolve and offer new capabilities in the future.

Total cost of ownership

Zendesk is a value-driven option for organizations aiming to balance financial sustainability and best-in-class customer service functionalities without hidden costs or endless add-ons. For example, Zendesk offers standard bots in every Suite plan. Alternatively, Zoom Contact Center's bot features require a paid add-on, increasing its total cost of ownership (TCO).

CX expertise

Zendesk focuses exclusively on CX, empowering customers with designated success resources, including our team of CX experts, training events, and thought leadership. Conversely, Zoom has a broader product portfolio, so it may not be the best option for those prioritizing CX expertise and leadership.

More in this guide:

• Solvvy vs. Zendesk: Features comparison
• Pricing plans: Zendesk vs. Solvvy
• Customer stories
• Frequently asked questions
• Ready to try Zendesk?

To better understand Zendesk vs. Solvvy (now Zoom Contact Center), we break down six key features you should consider when choosing between the two customer service solutions.

Reporting and analytics

Zendesk comes with robust reporting and analytics features. Our pre-built dashboards enable your team to understand customer trends and use real-time data to inform decisions and improve customer satisfaction. Additionally, your business can easily track the information that matters most using our customizable charts, dashboards, metrics, and filters—no statistics degree required.

Zoom Contact Center also has reporting and analytics features. However, according to one user, the reporting and dashboards lack detailed customizations. Similarly, Zoom Contact Center has limited options for customizing dashboards. For example, the customizable dashboard can only display customer data for the past 24 hours, making it challenging to analyze historical data at a glance.

Unified agent workspace

The Zendesk Agent Workspace empowers agents to deliver personalized service across any channel from a single interface. Agents can access a complete view of the customer and seamlessly collaborate in one place. This puts valuable context—including customer contact information and past support interactions—at your agents' fingertips.

Zoom Contact Center features an agent interface that allows support agents to view and manage all ongoing customer conversations in a single inbox. However, unlike Zendesk, agents using Zoom can only access specific inboxes based on their permissions. This can make it difficult for agents to collaborate and access important information about previous customer interactions without manually sharing the inbox with other agents.

Self-service

Zendesk offers a variety of self-service options, enabling your customers to help themselves without agent intervention. Our community forum software allows you to leverage customer expertise and create a space for customers to connect and help one another. Additionally, our AI-powered knowledge base software gives your customers access to evergreen self-service content and empowers agents to create new content quickly. For example, agents can automatically turn a few bullet points into a complete article with Zendesk AI. Finally, our robust self-service solutions come with metrics so you can track, measure, and improve your help center offerings.

Zoom Contact Center lacks self-service options like a community forum and robust help center reporting.

AI

Zendesk AI is built on billions of real customer service interactions, allowing you to unlock the power of accurate and personalized AI-powered support on day one. Our generative AI capabilities can help summarize tickets, surface key insights and suggestions to fix issues, and even change the tone of agents’ responses to match your brand—all with just a few clicks. Additionally, AI chatbots provide detailed conversation highlights to agents so they can step in and pick up chatbot conversations whenever needed.

Zoom Contact Center comes with basic AI features, including an AI companion that automatically summarizes customer conversations, but it does not boast all the advanced AI features that Zendesk does. For example, the AI companion does not provide detailed conversation highlights or ticket summaries, which makes it challenging for agents to take over existing conversations quickly. Zoom bots also cannot be programmed to change the tone of agent responses to align with your brand.

Zendesk provides tiered pricing plans built to last and grow alongside businesses of all sizes, from startups to enterprises. On top of that, Zendesk is built with customer service best practices right out of the box and offers a low TCO. Translation: You can begin offering meaningful support without hiring developers or spending hours configuring complex software, saving you time and money. Additionally, Zendesk offers advanced features, including standard bots, without add-ons or extra fees.

Don’t forget: Zendesk has helped over 160,000 businesses achieve better CX. Here are three real-life stories on how Zendesk benefited businesses—and how Zendesk can do the same for you.

Stanley Black & Decker

“We needed something flexible and easy to implement, which I remembered from my previous experience with Zendesk. We wanted a solution that integrated all channels and that gave us the flexibility to implement in the way that we needed.”

—Orlando Gadea Ros, global VP of customer experience transformation at Stanley Black & Decker

Limeade

“One of the reasons that Zendesk was so appealing was the fact that it connects to a lot of other systems. Being a technology company, it was crucial that we had the capability to be able to grow with other services.”

—Ryan Putnam, director of customer service at Limeade

Wyze Labs

“Zendesk has a very large community with a lot of articles and forum posts, so we’ve been able to overcome a lot of issues with a quick search. All of that equals money saved, time saved, and greater efficiencies.”

—Chuck Courtney, support manager at Wyze Labs