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138 Ratings
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Top Rated
392 Ratings

Cisco Unified Communications Manager (Call Manager)

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138 Ratings
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Score 9 out of 100

Talkdesk

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Top Rated
392 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

Regardless of everything, no one can argue that the CUCM is among the best, especially when you’re using Cisco Phones. So, unless you’re on a very tight budget or have multi-vendor phones, don’t go for 3rd party systems, as they lack the simplicity of configuration that is built-in within the CUCM. Having everything within the Cisco ecosystem will exponentially lower the time required from IT to configure and manage.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.
Travis McCully | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
7.8
Talkdesk
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.2
Talkdesk
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
7.0
Talkdesk
User templates
Cisco Unified Communications Manager (Call Manager)
8.6
Talkdesk
Call reports
Cisco Unified Communications Manager (Call Manager)
6.4
Talkdesk
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.8
Talkdesk

Call Management

Cisco Unified Communications Manager (Call Manager)
7.8
Talkdesk
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.9
Talkdesk
Call recording
Cisco Unified Communications Manager (Call Manager)
7.2
Talkdesk
Call park
Cisco Unified Communications Manager (Call Manager)
8.9
Talkdesk
Call screening
Cisco Unified Communications Manager (Call Manager)
6.8
Talkdesk
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.3
Talkdesk

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
7.7
Talkdesk
Video conferencing
Cisco Unified Communications Manager (Call Manager)
8.1
Talkdesk
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
7.6
Talkdesk
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
7.9
Talkdesk
Instant messaging
Cisco Unified Communications Manager (Call Manager)
7.2
Talkdesk

Mobile apps

Cisco Unified Communications Manager (Call Manager)
7.7
Talkdesk
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
7.9
Talkdesk
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
7.5
Talkdesk

Contact Center Software

Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.4
Agent dashboard
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.3
Validate callers
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.6
Outbound response
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.0
Call forwarding
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.6
Click-to-call (CTC)
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.8
Warm transfer
Cisco Unified Communications Manager (Call Manager)
Talkdesk
9.1
Predictive dialing
Cisco Unified Communications Manager (Call Manager)
Talkdesk
7.7
Interactive voice response
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.6
REST APIs
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.1
Call scripts
Cisco Unified Communications Manager (Call Manager)
Talkdesk
7.9
Call tracking
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.5
Multichannel integration
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.1
CRM software integration
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.3

Workforce Optimization (WFO)

Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.5
Inbound call routing
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.7
Omnichannel inbound routing
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.2
Recording
Cisco Unified Communications Manager (Call Manager)
Talkdesk
9.3
Quality management
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.5
Call analytics
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.5
Historical reporting
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.4
Live reporting
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.5
Customer surveys
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.2
Customer interaction analytics
Cisco Unified Communications Manager (Call Manager)
Talkdesk
8.1

Pros

Cisco Unified Communications Manager (Call Manager)

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • The interface is great. It's familiar, very similar to that on your smartphone.
  • The updates to the Live Dashboard are incredible. It is obvious that they spent time in making meaningful improvements.
  • Talkdesk support is top-notch. They are always kind and extremely responsive.
  • As an admin, the controls are nice and constantly updated.
Anonymous | TrustRadius Reviewer

Cons

Cisco Unified Communications Manager (Call Manager)

  • 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.
Leonardo Gonzalez | TrustRadius Reviewer

Talkdesk

  • We would like to see improvements with the UI. There are some small things that are hard to use, even after the improvements.
  • We need the ability to share reports with others. Currently, each person has to make their own reports, which can be time consuming for the inexperienced.
  • From an administrative perspective, we would like the ability to edit or remove things like call queues (ring groups) and the recordings we use to communicate info to the customer.
Sara Shepherd | TrustRadius Reviewer

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
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.
Brian Munn | TrustRadius Reviewer

Talkdesk

Talkdesk 8.5
Based on 8 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
Anonymous | TrustRadius Reviewer

Usability

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 5.6
Based on 3 answers
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
Eduardo Viero | TrustRadius Reviewer

Talkdesk

Talkdesk 9.1
Based on 100 answers
[Talkdesk] is very user friendly. We got very positive reactions from our callcenter [employees]. They are very happy with this software because it is easy to use for them at home. Also the admin dashboard is very easy to use for me and my colleagues. The interface is very clear.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.2
Based on 16 answers
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.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk 8.7
Based on 185 answers
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Brian Munn | TrustRadius Reviewer

Talkdesk

Talkdesk 8.4
Based on 64 answers
Setup was easy enough and we were able to start making and taking calls within a week's time. The integrations did take us a little longer to get fully to where we wanted everything. Once it was all complete, there is minimal fuss to keep the system running smoothly and accurately.
Chase Slovak | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

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.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk is a bit easier to use and it had the HIPAA and security features we needed in order to support our customers according to our agreements. We liked Zendesk but we couldn't reach an agreement. [Additionally,] Talkdesk is easier to use.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Unified Communications Manager (Call Manager)

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • The average handle times have been reduced by about 5 minutes.
  • We have been able to increase productivity via our international ability to use the system and thus, multiple time zones.
  • We are able to use the recordings for many things, but a new way is in our employee training.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Unified Communications Manager (Call Manager) Editions & Modules

Additional Pricing Details
Must contact sales team for pricing

Talkdesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
9.0
Talkdesk
8.8

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Talkdesk
8.5

Usability

Cisco Unified Communications Manager (Call Manager)
5.6
Talkdesk
9.1

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.2
Talkdesk
8.7

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
Talkdesk
8.4

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