152 Ratings
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Score 8.9 out of 100
Top Rated
113 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Cloud PBX

    7.6

    Cisco Unified Communications Manager (Call Manager)

    76%

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features

    Hosted PBX

    7.7
    77%
    18 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    6.8
    68%
    27 Ratings
    N/A
    0 Ratings

    User templates

    8.5
    85%
    36 Ratings
    N/A
    0 Ratings

    Call reports

    6.5
    65%
    35 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.6
    86%
    36 Ratings
    N/A
    0 Ratings

    Call Management

    7.6

    Cisco Unified Communications Manager (Call Manager)

    76%

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features

    Answering rules

    8.7
    87%
    39 Ratings
    N/A
    0 Ratings

    Call recording

    6.7
    67%
    26 Ratings
    N/A
    0 Ratings

    Call park

    8.6
    86%
    35 Ratings
    N/A
    0 Ratings

    Call screening

    6.4
    64%
    32 Ratings
    N/A
    0 Ratings

    Message alerts

    7.7
    77%
    36 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.2

    Cisco Unified Communications Manager (Call Manager)

    82%

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features

    Video conferencing

    8.5
    85%
    27 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.1
    81%
    37 Ratings
    N/A
    0 Ratings

    Video screen sharing

    8.1
    81%
    14 Ratings
    N/A
    0 Ratings

    Instant messaging

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Mobile apps

    7.9

    Cisco Unified Communications Manager (Call Manager)

    79%

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features

    Mobile app for iOS

    8.0
    80%
    23 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    7.8
    78%
    21 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.5

    Cisco Unified Contact Center

    85%
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.6
    86%
    35 Ratings

    Validate callers

    N/A
    0 Ratings
    8.7
    87%
    31 Ratings

    Outbound response

    N/A
    0 Ratings
    8.2
    82%
    31 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.6
    86%
    33 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.5
    85%
    26 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.7
    87%
    30 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.4
    84%
    22 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.6
    86%
    29 Ratings

    REST APIs

    N/A
    0 Ratings
    8.4
    84%
    25 Ratings

    Call scripts

    N/A
    0 Ratings
    8.5
    85%
    30 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    33 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    25 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.7
    77%
    25 Ratings

    Workforce Optimization (WFO)

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.5

    Cisco Unified Contact Center

    85%
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    33 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.5
    85%
    25 Ratings

    Recording

    N/A
    0 Ratings
    8.8
    88%
    32 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    31 Ratings

    Call analytics

    N/A
    0 Ratings
    8.4
    84%
    32 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.2
    82%
    34 Ratings

    Live reporting

    N/A
    0 Ratings
    8.3
    83%
    34 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.3
    83%
    25 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    27 Ratings

    Attribute Ratings

    • Cisco Unified Communications Manager (Call Manager) is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating
    • Cisco Unified Contact Center is rated higher in 1 area: Usability

    Likelihood to Recommend

    8.5

    Cisco Unified Communications Manager (Call Manager)

    85%
    42 Ratings
    7.9

    Cisco Unified Contact Center

    79%
    43 Ratings

    Likelihood to Renew

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    1 Rating
    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings

    Usability

    7.2

    Cisco Unified Communications Manager (Call Manager)

    72%
    4 Ratings
    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings

    Support Rating

    8.1

    Cisco Unified Communications Manager (Call Manager)

    81%
    27 Ratings
    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings

    Implementation Rating

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    2 Ratings

    Cisco Unified Contact Center

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    Professional Services

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    Likelihood to Recommend

    Cisco

    The Cisco Unified Communications Manager platform would be most suited for the below scenarios. 1. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. They can install the CUCM on-premises. 2. An organization that is still on a legacy phone system could adopt CUCM to save costs and have better services.
    Read full review

    Cisco

    I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
    Read full review

    Pros

    Cisco

    • This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
    • The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
    • The Call Manager provides us very granular settings to route our calls as we want.
    Read full review

    Cisco

    • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
    • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
    • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
    Read full review

    Cons

    Cisco

    • Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
    • Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
    • Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
    Read full review

    Cisco

    • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
    • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
    • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
    Read full review

    Pricing Details

    Cisco Unified Communications Manager (Call Manager)

    Starting Price

    Editions & Modules

    Cisco Unified Communications Manager (Call Manager) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Must contact sales team for pricing

      Cisco Unified Contact Center

      Starting Price

      Editions & Modules

      Cisco Unified Contact Center editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Must contact sales team for pricing.

        Pricing Info

        Likelihood to Renew

        Cisco

        We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
        Read full review

        Cisco

        if it is up to me I would maintain its use. I was not able to make those decisions previously.
        Read full review

        Usability

        Cisco

        Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
        Read full review

        Cisco

        To be honest, there are tools better than Cisco Unified Contact Center
        because it largely depends on third party integrations with better
        alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
        Read full review

        Support Rating

        Cisco

        CUCM is supported by most third-party vendors for related products, so it makes finding solutions to specific needs easy. Also Cisco TAC is very knowledgeable, and we have never run into a problem they have not been able to resolve. Usually they are resolved without the need to escalate tickers either.
        Read full review

        Cisco

        Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
        Read full review

        Implementation Rating

        Cisco

        This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
        Read full review

        Cisco

        No answers on this topic

        Alternatives Considered

        Cisco

        We have been a Cisco based shop and have looked at other cloud voice options such as MS Teams pbx, and others, but ultimately, the features, endpoints, and reliability of Cisco has been the common factor in staying with them as our voice provider. Their integrations, room systems, and hybrid design allows for us to be flexible and keep a high up time vs reliance on 100% cloud.
        Read full review

        Cisco

        Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
        Read full review

        Contract Terms and Pricing Model

        Cisco

        No answers on this topic

        Cisco

        Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
        Read full review

        Professional Services

        Cisco

        No answers on this topic

        Cisco

        Scripting not supported
        Read full review

        Return on Investment

        Cisco

        • Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
        • Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
        • High Costs - the cost of both the license and the maintenance was much higher than other systems.
        Read full review

        Cisco

        • Simplifications in the suite are needed because we faced hard times with its implementation.
        • The product is price worthy when comparing it with what it really provides and offers.
        • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
        Read full review

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