Cisco Unified Communications Manager (Call Manager) vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
N/A
Call Manager is a unified call control center from Cisco that supports enterprise collaboration functions across the spectrum of IP telephony, video & web conferencing, and messaging. Features include call forwarding, call back, call transfer, ad hoc conferencing, and call park.N/A
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsMust contact sales team for pricing
More Pricing Information
Community Pulse
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Top Pros
Top Cons
Features
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
7.4
40 Ratings
10% below category average
Zendesk Suite
-
Ratings
Hosted PBX9.919 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)6.029 Ratings00 Ratings
User templates8.238 Ratings00 Ratings
Call reports5.137 Ratings00 Ratings
Directory of employee names8.038 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
7.3
43 Ratings
14% below category average
Zendesk Suite
-
Ratings
Answering rules7.841 Ratings00 Ratings
Call recording5.526 Ratings00 Ratings
Call park8.037 Ratings00 Ratings
Call screening7.534 Ratings00 Ratings
Message alerts7.838 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
7.7
39 Ratings
7% below category average
Zendesk Suite
-
Ratings
Video conferencing9.329 Ratings00 Ratings
Audio conferencing8.839 Ratings00 Ratings
Video screen sharing6.215 Ratings00 Ratings
Instant messaging6.618 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
8.7
23 Ratings
5% above category average
Zendesk Suite
-
Ratings
Mobile app for iOS8.423 Ratings00 Ratings
Mobile app for Android9.121 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
-
Ratings
Zendesk Suite
8.2
113 Ratings
4% above category average
Organize and prioritize service tickets00 Ratings8.5112 Ratings
Expert directory00 Ratings7.270 Ratings
Subscription-based notifications00 Ratings7.676 Ratings
ITSM collaboration and documentation00 Ratings8.171 Ratings
Ticket creation and submission00 Ratings9.2113 Ratings
Ticket response00 Ratings8.8112 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
-
Ratings
Zendesk Suite
8.0
100 Ratings
3% above category average
External knowledge base00 Ratings7.996 Ratings
Internal knowledge base00 Ratings8.189 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
-
Ratings
Zendesk Suite
8.0
111 Ratings
4% above category average
Customer portal00 Ratings7.786 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.367 Ratings
Email support00 Ratings8.6109 Ratings
Help Desk CRM integration00 Ratings8.679 Ratings
Best Alternatives
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
Likelihood to Recommend
9.2
(44 ratings)
8.3
(151 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(40 ratings)
Usability
8.7
(4 ratings)
7.5
(24 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
8.0
(14 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
10.0
(1 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
Cisco Unified Communications Manager (Call Manager)Zendesk Suite
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.
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Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
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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.
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Zendesk
  • All the customer interactions are in one place, including emails, chats, and phone calls. This makes it easy to see the history of a customer's issue and avoid asking them to repeat themselves.
  • If I get stuck on a ticket, I can easily loop in a teammate for help. We can leave notes for each other right within the ticket, which keeps everything transparent for the customer.
  • We've set up some automatic replies and workflows that save a ton of time. Simple questions can be answered with pre-written responses, and routine tasks can be triggered automatically.
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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.
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Zendesk
  • Adding more training on Report building beyond the basics
  • Add more flexibility to enhance the report look/format, set up as we have with Micosoft Excel
  • Support to Clients is varied- some Zendesk staff are thorough and helpful while others just offer basic responses without resolving the actual issue
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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.
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Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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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
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Zendesk
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
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Reliability and Availability
Cisco
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Cisco
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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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.
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Zendesk
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.
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Online Training
Cisco
No answers on this topic
Zendesk
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.
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Implementation Rating
Cisco
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
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Zendesk
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
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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.
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Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
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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.
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Zendesk
  • Being able to maintain relevant customer information makes for a better customer service experience.
  • I can only think of two specific times that Zendesk Support Suite went down and it was only temporarily.
  • The price point is a little on the high side.
  • Being on the receiving end of the automated responses generated by Zendesk Support Suite can be a little cumbersome.
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ScreenShots

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations