Top Rated
126 Ratings
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Score 8.8 out of 100
87 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

If you have a medium to large organization, the Cisco Unified Communications Manager solution is well suited for your needs. It may be a little "overkill" for an organization with just a few dozen people though. As mentioned previously, it isn't a "cheap" product, but I feel the costs are justified by the functionality, reliability, and professional support that come with Cisco products.
Anonymous | TrustRadius Reviewer

Twilio

With Twilio, you can start from scratch to build your own contact center in the cloud. I did know a lot about VOIP before, but still needed to learn a few things for this solution. When I need to travel or my agents need to travel for work, they can with all mobile services you can expect (voice, SMS, MMS). The pricing is very good for this and the global user interface makes the whole system pretty easy to manage and use. I only use a few features from the platform, but the possibilities are huge being in the cloud! What is great is they are always working on new services. And Twilio is now really recognized as a leader in the communication space.
Max Safier | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
7.9
Twilio
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.5
Twilio
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
7.0
Twilio
User templates
Cisco Unified Communications Manager (Call Manager)
8.5
Twilio
Call reports
Cisco Unified Communications Manager (Call Manager)
6.6
Twilio
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.8
Twilio

Call Management

Cisco Unified Communications Manager (Call Manager)
7.9
Twilio
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.7
Twilio
Call recording
Cisco Unified Communications Manager (Call Manager)
7.4
Twilio
Call park
Cisco Unified Communications Manager (Call Manager)
9.0
Twilio
Call screening
Cisco Unified Communications Manager (Call Manager)
7.2
Twilio
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.4
Twilio

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
8.0
Twilio
Video conferencing
Cisco Unified Communications Manager (Call Manager)
7.5
Twilio
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
8.2
Twilio
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
8.2
Twilio
Instant messaging
Cisco Unified Communications Manager (Call Manager)
8.3
Twilio

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.7
Twilio
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.7
Twilio
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.7
Twilio

Pros

Cisco Unified Communications Manager (Call Manager)

  • Device failover and fallback. Because all devices ( IP phones, gateways, trunks, etc.) are distributed across all active servers, they are able to register with other active servers in case the current becomes unavailable. In this way, you can reduce the impact of any server becoming unavailable.
  • Virtualization. Call Manager appliance can run under virtualized environments.
  • Several features such as Survivable Remote Site Telephony makes Call Manager the best IP telephony solution in the market.
  • Wide quantity and variety of end-user devices, including the most newest and modern ones in the market that can fit any budget and need.
  • Call Manager is intended to be integrated with the newest collaboration tools like Webex and Jabber for call processing purposes.
  • Great customer support services from the Vendor. The Technical Assistance Center is fantastic, experienced engineers are ready to help quickly out with any request.
Leonardo Gonzalez | TrustRadius Reviewer

Twilio

  • Time-based one-time password (TOTP) backup - If you lose your phone or another authentication device, Authy keeps an encrypted cloud backup of your TOTPs.
  • Multi-Device Support - Your TOTPs are no longer tied to a single device - Authy supports multiple devices (including Apple Watch!).
  • Excellent User Interface - Authy makes it easy to make sure you're entering the right TOTP for your application.
Anonymous | TrustRadius Reviewer

Cons

Cisco Unified Communications Manager (Call Manager)

  • Remote working - CUCM really struggles when it comes to remote work. In order to access the system remotely, a VPN or DirectAccess must be used.
  • Extreme complexity - While CUCM does have more settings for flexibility, this also means there's more chances to mess up a setting and render a phone or line unusable, and there's much, much more to know about the system.
  • No cloud solution - CUCM requires on site servers. Currently, Cisco does not have a cloud solution for their call manager.
Anonymous | TrustRadius Reviewer

Twilio

  • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
  • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
  • Easier multi-media sending for images, videos, or files needed.
Evan Laird | 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

Twilio

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.6
Based on 2 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

Twilio

Twilio 9.7
Based on 5 answers
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.1
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

Twilio

Twilio 7.8
Based on 18 answers
I haven't had to interact with them in a lot of occasions, but when I have it was with very deep specialized questions and the person that took care of me know the software inside out. They knew how to address my questions and help me solve my problem. They also have a lot of resources in their community
Kenny Meza | 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

Twilio

No score
No answers yet
No answers on this topic

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

Twilio

Amazon Connect, Plivo, and Tokbox are other services that offer WebRTC solutions. Amazon connect, while a good solution if you're already using AWS for your website, is quite expensive compared to the other two options here. Comparatively, Plivo is slightly cheaper than Twilio WebRTC. It can be a good avenue to pursue assuming their support team is as responsive as Twilio's. Finally, Tokbox is quite a popular WebRTC solution. Their prices are comparable to Twilio's, however, their solutions can get expensive when you look to archive communications.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Unified Communications Manager (Call Manager)

  • This stuff is pricey. CUCM has to be tied together with a whole other host of Cisco call servers in order for it to do everything you need it to do, so there is always some other expensive license to buy every time you want to add or change something, so it can be a serious money pit. But if your leaders want the very best, and they want to keep everything in-house, this is probably your solution.
  • Goodwill from leadership is way up, thanks to CUCM. The feature set is enormous, so we can do almost anything you can imagine with our phone system, and our leadership loves the video features and the way it integrates with WebEx and other related components.
Jane Updegraff | TrustRadius Reviewer

Twilio

  • Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
  • We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.
Anonymous | TrustRadius Reviewer

Screenshots

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

Twilio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Twilio Editions & Modules

Edition
Programmable Messaging$0.00751
Programmable Voice$0.00852
Twilio SendGrid Marketing Campaigns$153
Programmable Video$0.00154
Twilio SendGrid Email API$14.955
Twilio Flex (Contact Center)$16
Twilio Flex (Contact Center)$1507
Programmable Voice$0.0138
Twilio Conversations$0.059
Twilio Authy$0.0910
Programmable Wireless$2.0011
Programmable Wireless$0.112
  1. per message sent or received
  2. per minute to receive a call
  3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
  4. per min per participant
  5. per month up to 100k emails. (Up to 40k emails free for 30 days)
  6. per active user hour (5000 hours free)
  7. per named user per month (5000 hours free)
  8. per min to make a call
  9. per active user per month
  10. per authentication
  11. per SIM card
  12. per MB
Additional Pricing Details
1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.8
Twilio
8.9

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Twilio

Usability

Cisco Unified Communications Manager (Call Manager)
9.6
Twilio
9.7

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.1
Twilio
7.8

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
Twilio

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