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145 Ratings
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Based on 145 reviews and ratings
Zendesk Support Suite
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Top Rated
802 Ratings
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Based on 802 reviews and ratings
Feature Set Ratings
Cloud PBX
7.6
Cisco Unified Communications Manager (Call Manager)
76%

Zendesk Support Suite
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Hosted PBX
7.9
79%
18 Ratings

N/A
0 Ratings
Multi-level Interactive Voice Response (IVR)
6.8
68%
27 Ratings

N/A
0 Ratings
User templates
8.5
85%
36 Ratings

N/A
0 Ratings
Call reports
6.4
64%
35 Ratings

N/A
0 Ratings
Directory of employee names
8.7
87%
36 Ratings

N/A
0 Ratings
Call Management
7.6
Cisco Unified Communications Manager (Call Manager)
76%

Zendesk Support Suite
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Answering rules
8.8
88%
39 Ratings

N/A
0 Ratings
Call recording
6.8
68%
26 Ratings

N/A
0 Ratings
Call park
8.7
87%
35 Ratings

N/A
0 Ratings
Call screening
6.4
64%
32 Ratings

N/A
0 Ratings
Message alerts
7.5
75%
36 Ratings

N/A
0 Ratings
VoIP system collaboration
8.1
Cisco Unified Communications Manager (Call Manager)
81%

Zendesk Support Suite
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features
Video conferencing
8.3
83%
27 Ratings

N/A
0 Ratings
Audio conferencing
8.0
80%
37 Ratings

N/A
0 Ratings
Video screen sharing
8.2
82%
14 Ratings

N/A
0 Ratings
Instant messaging
8.0
80%
17 Ratings

N/A
0 Ratings
Mobile apps
7.9
Cisco Unified Communications Manager (Call Manager)
79%

Zendesk Support Suite
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features
Mobile app for iOS
7.9
79%
23 Ratings

N/A
0 Ratings
Mobile app for Android
7.8
78%
21 Ratings

N/A
0 Ratings
Incident and problem management
Cisco Unified Communications Manager (Call Manager)
Feature Set Not Supported
N/A

7.4
Zendesk Support Suite
74%
Zendesk Support Suite ranks higher in 6/6 features
Zendesk Support Suite ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings

7.5
75%
86 Ratings
Expert directory
N/A
0 Ratings

6.5
65%
54 Ratings
Subscription-based notifications
N/A
0 Ratings

6.4
64%
61 Ratings
ITSM collaboration and documentation
N/A
0 Ratings

7.2
72%
57 Ratings
Ticket creation and submission
N/A
0 Ratings

8.4
84%
87 Ratings
Ticket response
N/A
0 Ratings

8.2
82%
86 Ratings
Self Help Community
Cisco Unified Communications Manager (Call Manager)
Feature Set Not Supported
N/A

7.2
Zendesk Support Suite
72%
Zendesk Support Suite ranks higher in 2/2 features
Zendesk Support Suite ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings

7.3
73%
74 Ratings
Internal knowledge base
N/A
0 Ratings

7.1
71%
69 Ratings
Multi-Channel Help
Cisco Unified Communications Manager (Call Manager)
Feature Set Not Supported
N/A

7.1
Zendesk Support Suite
71%
Zendesk Support Suite ranks higher in 5/5 features
Zendesk Support Suite ranks higher in 5/5 features
Customer portal
N/A
0 Ratings

7.3
73%
68 Ratings
IVR
N/A
0 Ratings

5.8
58%
28 Ratings
Social integration
N/A
0 Ratings

6.9
69%
52 Ratings
Email support
N/A
0 Ratings

7.9
79%
83 Ratings
Help Desk CRM integration
N/A
0 Ratings

7.4
74%
62 Ratings
Attribute Ratings
- Cisco Unified Communications Manager (Call Manager) is rated higher in 3 areas: Likelihood to Recommend, Support Rating, Implementation Rating
- Zendesk Support Suite is rated higher in 1 area: Usability
- Cisco Unified Communications Manager (Call Manager) and Zendesk Support Suite are tied in 1 area: Likelihood to Renew
Likelihood to Recommend
8.9
Cisco Unified Communications Manager (Call Manager)
89%
42 Ratings

7.4
Zendesk Support Suite
74%
125 Ratings
Likelihood to Renew
10.0
Cisco Unified Communications Manager (Call Manager)
100%
1 Rating

10.0
Zendesk Support Suite
100%
38 Ratings
Usability
7.1
Cisco Unified Communications Manager (Call Manager)
71%
4 Ratings

9.4
Zendesk Support Suite
94%
18 Ratings
Availability
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.6
Zendesk Support Suite
86%
26 Ratings
Performance
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.0
Zendesk Support Suite
80%
20 Ratings
Support Rating
8.4
Cisco Unified Communications Manager (Call Manager)
84%
27 Ratings

6.4
Zendesk Support Suite
64%
49 Ratings
In-Person Training
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

10.0
Zendesk Support Suite
100%
1 Rating
Online Training
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

7.9
Zendesk Support Suite
79%
9 Ratings
Implementation Rating
10.0
Cisco Unified Communications Manager (Call Manager)
100%
2 Ratings

9.0
Zendesk Support Suite
90%
35 Ratings
Likelihood to Recommend
Cisco Unified Communications Manager (Call Manager)
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.
Lead (Unified Communications)
Tata Communications LTDInformation Technology & Services, 10,001+ employees
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.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
Pros
Cisco Unified Communications Manager (Call Manager)
- 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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesZendesk 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!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
Cisco Unified Communications Manager (Call Manager)
- 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.
Arquitecto en Soluciones de Colaboracion Cisco
DIRECTV Latin AmericaEntertainment, 1001-5000 employees
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.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing Details
Cisco Unified Communications Manager (Call Manager)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Cisco Unified Communications Manager (Call Manager) Editions & Modules
—
Additional Pricing Details
Must contact sales team for pricingZendesk Support Suite
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$19 per agent/month billed annually
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 |
- per agent/month billed annually
Additional Pricing Details
—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.
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 employees
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.
Team Member
Onshape Inc.Computer Software, 51-200 employees
Usability
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 7.1
Based on 4 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
IT Infrastructure Specialist
RANDON S.AAutomotive, 5001-10,000 employees
Zendesk Support Suite
Zendesk Support Suite 9.4
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability 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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 8.4
Based on 27 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.

Verified User
Engineer in Information Technology
Government Administration Company, 1001-5000 employeesZendesk Support Suite
Zendesk Support Suite 6.4
Based on 49 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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 10.0
Based on 2 answers
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 employees
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives 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.

Verified User
Supervisor in Information Technology
Financial Services Company, 1001-5000 employeesZendesk 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.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Return on Investment
Cisco Unified Communications Manager (Call Manager)
- 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.

Verified User
Administrator in Information Technology
Mental Health Care Company, 501-1000 employeesZendesk 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.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees