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Top Rated
103 Ratings

Cisco Unified Communications Manager (Call Manager)

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Top Rated
103 Ratings
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Score 8.7 out of 100
11 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

CUCM is probably only very well-suited for the enterprise that must have complete, total control over everything about their communications system, wants to host their phone servers on-premise and wants to have every telephony and communications capability that exists. If you don't have these three needs, you should be looking at cloud hosted communications instead. That's because CUCM takes a great deal of specialized skill and plenty of engineer time to configure, maintain and operate. The server platform used by CUCM (and those of all of the other CU components) is not user-friendly, with interface designs that have not been updated for the 25 years that I've been setting up and maintaining them. That said, it's extremely customizable and inter-operable with just about any other communications component, as long as you have the skill to customize it or connect it. It's also very expensive and the licensing is literally incomprehensible
Jane Updegraff profile photo

Twilio Programmable Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
No photo available

Feature Rating Comparison

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
8.0
Twilio Programmable Voice
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.1
Twilio Programmable Voice
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
8.0
Twilio Programmable Voice
User templates
Cisco Unified Communications Manager (Call Manager)
8.1
Twilio Programmable Voice
Call reports
Cisco Unified Communications Manager (Call Manager)
7.2
Twilio Programmable Voice
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.6
Twilio Programmable Voice

Call Management

Cisco Unified Communications Manager (Call Manager)
7.9
Twilio Programmable Voice
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.5
Twilio Programmable Voice
Call recording
Cisco Unified Communications Manager (Call Manager)
7.2
Twilio Programmable Voice
Call park
Cisco Unified Communications Manager (Call Manager)
8.5
Twilio Programmable Voice
Call screening
Cisco Unified Communications Manager (Call Manager)
7.8
Twilio Programmable Voice
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.3
Twilio Programmable Voice

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
7.5
Twilio Programmable Voice
Video conferencing
Cisco Unified Communications Manager (Call Manager)
7.0
Twilio Programmable Voice
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
8.5
Twilio Programmable Voice
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
6.6
Twilio Programmable Voice
Instant messaging
Cisco Unified Communications Manager (Call Manager)
7.9
Twilio Programmable Voice

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.4
Twilio Programmable Voice
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.4
Twilio Programmable Voice
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.4
Twilio Programmable Voice

Pros

Cisco Unified Communications Manager (Call Manager)

  • The solution is probably one of the most robust IT solutions we have today. Although it works 24/7, it never required a reset "just because it needs to free memory" for example. In our deployment, the servers never went down due to a bug or software/hardware problem. We only reboot when we need to update or install some software fix.
  • Compared to other platforms on the market, Cisco Unified Communications Manager is the most complete and flexible one. You can manage not only Cisco endpoints but 3rd party too. Also, you can run on bare metal appliances or even in virtualized environments, which gives you more freedom of choice. Considering the amount of model of endpoints available, you can have several options for any use case, from the simplest no display desk phone to a wireless, LCD display, full-featured phone. That also gives you the freedom to select what works best in each environment.
  • If you consider both statements above, you'll see that Cisco Unified Communications Manager as the best ROI on the market. As an example, I can say that we're running instances (both hardware and software) of CUCM for the last 5 years. That's a huge advantage if you compare how short the lifecycle of digital platforms are these days. No upgrades, no parts replacement, no support tickets, no TAC calls, nothing.
Eduardo Viero profile photo

Twilio Programmable Voice

  • The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call
  • Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min).
  • Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well
No photo available

Cons

Cisco Unified Communications Manager (Call Manager)

  • It can be tricky to implement emergency services through the product (think 911 calls).
  • Would like to see additional enhanced conference calling capabilities to potentially replace paid services.
  • Phone sets can be expensive when purchased in small quantities.
  • More soft buttons for additional saved phone numbers would be handy.
No photo available

Twilio Programmable Voice

  • Answering machine detection is the worst part of this product. The messages are cut off and do not wait until most machines start recording.
No photo available

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 profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.5
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 profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Support

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.0
Based on 13 answers
The Cisco Technical Assistance Center is very responsive. For business owners or average users, you will be well suited by tier1 once you immediately call in. More advanced engineers will find tier1 questions redundant and would be well served to give all troubleshooting steps already completed immediately upon calling in. Hardware warranty is great as well with replacement within 4 hours of a problem.
Steve Davis profile photo

Twilio Programmable Voice

Twilio Programmable Voice 7.5
Based on 2 answers
For the most part, you don't need support if you understand how to read error handling, debugging, or sip messages.
No photo available

Implementation

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 profile photo

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

Cisco CUCM hands-down beats Genesys for phone provisioning just because of the supported devices. Cisco handsets are leaps and bounds more consistent to provision and easier to troubleshoot than any phone model currently offered by Genesys directly.The configuration of phones in Cisco feels more robust and thought-out than it does in Genesys, as well.User administration between PureConnect and CUCM feels like a bit of a wash, maybe with an edge to Genesys with the ability to add custom attributes to users to make it easier to develop unique customizations.The actual configuration of routing and the dial plan, though, Genesys wins hands-down. Navigating the dial plan in CUCM is a bit of a headache compared to the almost IP-routing-table-like setup that PureConnect employs.
No photo available

Twilio Programmable Voice

We previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.
No photo available

Return on Investment

Cisco Unified Communications Manager (Call Manager)

  • Positive impact - The phone system works.
  • Negative impact - When it goes down you don't have phones. However, it may not be the phone system but the router that gives you issues so you have to troubleshoot both.
  • Positive impact - Except for adding and removing users, you don't have to touch it often.
Andrew Murphy profile photo

Twilio Programmable Voice

  • Our customers are able to implement a large part of their sales initiative (calling) through us due to Twilio's product
  • Twilio takes a decent amount of support and knowledge gained over time. This is expensive in the long run.
No photo available

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

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

Twilio Programmable Voice

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.5
Twilio Programmable Voice
8.7

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Twilio Programmable Voice

Usability

Cisco Unified Communications Manager (Call Manager)
9.5
Twilio Programmable Voice

Support

Cisco Unified Communications Manager (Call Manager)
9.0
Twilio Programmable Voice
7.5

Implementation

Cisco Unified Communications Manager (Call Manager)
10.0
Twilio Programmable Voice

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