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Top Rated
538 Ratings
152 Ratings
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Score 8.9 out of 100

Talkdesk

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Top Rated
538 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

    Cloud PBX

    7.7

    Cisco Unified Communications Manager (Call Manager)

    77%

    Talkdesk

    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)

    7.0
    70%
    27 Ratings
    N/A
    0 Ratings

    User templates

    8.4
    84%
    36 Ratings
    N/A
    0 Ratings

    Call reports

    6.7
    67%
    35 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.6
    86%
    36 Ratings
    N/A
    0 Ratings

    Call Management

    7.7

    Cisco Unified Communications Manager (Call Manager)

    77%

    Talkdesk

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

    Answering rules

    8.8
    88%
    39 Ratings
    N/A
    0 Ratings

    Call recording

    6.8
    68%
    26 Ratings
    N/A
    0 Ratings

    Call park

    8.6
    86%
    35 Ratings
    N/A
    0 Ratings

    Call screening

    6.5
    65%
    32 Ratings
    N/A
    0 Ratings

    Message alerts

    7.8
    78%
    36 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.3

    Cisco Unified Communications Manager (Call Manager)

    83%

    Talkdesk

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

    Video conferencing

    8.7
    87%
    27 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.2
    82%
    37 Ratings
    N/A
    0 Ratings

    Video screen sharing

    8.1
    81%
    14 Ratings
    N/A
    0 Ratings

    Instant messaging

    8.1
    81%
    17 Ratings
    N/A
    0 Ratings

    Mobile apps

    8.0

    Cisco Unified Communications Manager (Call Manager)

    80%

    Talkdesk

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

    Mobile app for iOS

    8.1
    81%
    23 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.0
    80%
    21 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.6

    Talkdesk

    86%
    Talkdesk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.6
    86%
    389 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    344 Ratings

    Outbound response

    N/A
    0 Ratings
    8.6
    86%
    358 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.7
    87%
    346 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    323 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.0
    90%
    367 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    180 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.1
    91%
    250 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    205 Ratings

    Call scripts

    N/A
    0 Ratings
    8.6
    86%
    176 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    360 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.6
    86%
    264 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    317 Ratings

    Workforce Optimization (WFO)

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.8

    Talkdesk

    88%
    Talkdesk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    356 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    254 Ratings

    Recording

    N/A
    0 Ratings
    9.3
    93%
    380 Ratings

    Quality management

    N/A
    0 Ratings
    8.9
    89%
    344 Ratings

    Call analytics

    N/A
    0 Ratings
    8.6
    86%
    355 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.7
    87%
    359 Ratings

    Live reporting

    N/A
    0 Ratings
    8.9
    89%
    355 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.6
    86%
    194 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.6
    86%
    222 Ratings

    Attribute Ratings

    • Cisco Unified Communications Manager (Call Manager) is rated higher in 3 areas: Likelihood to Renew, Support Rating, Implementation Rating
    • Talkdesk is rated higher in 2 areas: Likelihood to Recommend, Usability

    Likelihood to Recommend

    8.4

    Cisco Unified Communications Manager (Call Manager)

    84%
    42 Ratings
    8.8

    Talkdesk

    88%
    419 Ratings

    Likelihood to Renew

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    1 Rating
    8.4

    Talkdesk

    84%
    17 Ratings

    Usability

    7.4

    Cisco Unified Communications Manager (Call Manager)

    74%
    4 Ratings
    8.9

    Talkdesk

    89%
    228 Ratings

    Availability

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Performance

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Support Rating

    8.1

    Cisco Unified Communications Manager (Call Manager)

    81%
    27 Ratings
    8.0

    Talkdesk

    80%
    188 Ratings

    In-Person Training

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Online Training

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Implementation Rating

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    2 Ratings
    8.6

    Talkdesk

    86%
    190 Ratings

    Configurability

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Product Scalability

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Vendor post-sale

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Vendor pre-sale

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    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

    Talkdesk

    Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
    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

    Talkdesk

    • Address internal issues quickly and solves any IT problems that arise in an efficient fashion
    • Allows our large company to stay connected, and easily reach anyone in the company
    • Allows our customers to have a quick and successful call experience by being routed to the correct agent
    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

    Talkdesk

    • Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
    • I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
    • Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
    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

      Talkdesk

      Starting Price

      $0

      Editions & Modules

      Talkdesk editions and modules pricing
      EditionModules
      Professional651
      Professional +Contact sales team2
      EnterpriseContact sales team3

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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

      Talkdesk

      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.
      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

      Talkdesk

      Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      Talkdesk

      Nothing so far , no issues which is very good, first time in this business i have seen something like this.
      Read full review

      Performance

      Cisco

      No answers on this topic

      Talkdesk

      We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
      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

      Talkdesk

      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.
      Read full review

      In-Person Training

      Cisco

      No answers on this topic

      Talkdesk

      I was shown how to use Talkdesk and was happy with it. I learned all I needed.
      Read full review

      Online Training

      Cisco

      No answers on this topic

      Talkdesk

      Easy to use, digestable bits of information
      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

      Talkdesk

      The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
      Read full review

      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

      Talkdesk

      I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
      Read full review

      Scalability

      Cisco

      No answers on this topic

      Talkdesk

      We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
      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

      Talkdesk

      • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
      • Increase in quality audit scores through weekly reviews by this tool.
      • Employee morale and company survey as agents are not stressing with the easy use of this tool.
      • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
      Read full review

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