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Top Rated
680 Ratings
Top Rated
126 Ratings
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Score 8.8 out of 100

Zendesk Support Suite

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Top Rated
680 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 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

Zendesk Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

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

Call Management

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

VoIP system collaboration

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

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.7
Zendesk Support Suite
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.7
Zendesk Support Suite
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.7
Zendesk Support Suite

Incident and problem management

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.8
Organize and prioritize service tickets
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.0
Expert directory
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.3
Subscription-based notifications
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
6.5
ITSM collaboration and documentation
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.1
Ticket creation and submission
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.7
Ticket response
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.4

Self Help Community

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.6
External knowledge base
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.6
Internal knowledge base
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.7

Multi-Channel Help

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.7
Customer portal
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.4
IVR
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.0
Social integration
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.0
Email support
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.2
Help Desk CRM integration
Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.0

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

Zendesk Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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

Zendesk Support Suite

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Anonymous | 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

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

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

Zendesk Support Suite

Zendesk Support Suite 8.9
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | 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

Zendesk Support Suite

Zendesk Support Suite 6.4
Based on 53 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | 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

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | 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

Zendesk Support Suite

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Adam McCracken | 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

Zendesk Support Suite

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Alicia Barevich, bCRE, bCEE | 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

Zendesk Support Suite

General

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

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.8
Zendesk Support Suite
7.6

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Zendesk Support Suite
10.0

Usability

Cisco Unified Communications Manager (Call Manager)
9.6
Zendesk Support Suite
8.9

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.6

Performance

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
8.0

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.1
Zendesk Support Suite
6.4

In-Person Training

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
10.0

Online Training

Cisco Unified Communications Manager (Call Manager)
Zendesk Support Suite
7.9

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
Zendesk Support Suite
9.0

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