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

• 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.

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• 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!

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• 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.

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• 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.

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• 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.

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• 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.

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