<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
802 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Zendesk Support Suite

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Top Rated
802 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    8.4

    Cisco Unified Contact Center

    84%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.5
    85%
    35 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Outbound response

    8.2
    82%
    31 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    33 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.4
    84%
    26 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.6
    86%
    30 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.3
    83%
    22 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.6
    86%
    29 Ratings
    N/A
    0 Ratings

    REST APIs

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    8.5
    85%
    30 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    33 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    7.7
    77%
    25 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.4

    Cisco Unified Contact Center

    84%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    8.9
    89%
    33 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.5
    85%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.7
    87%
    32 Ratings
    N/A
    0 Ratings

    Quality management

    8.5
    85%
    31 Ratings
    N/A
    0 Ratings

    Call analytics

    8.3
    83%
    32 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.1
    81%
    34 Ratings
    N/A
    0 Ratings

    Live reporting

    8.2
    82%
    34 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.2
    82%
    25 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.6
    86%
    27 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    7.4

    Zendesk Support Suite

    74%
    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 Contact Center

    Feature Set Not Supported
    N/A
    7.2

    Zendesk Support Suite

    72%
    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 Contact Center

    Feature Set Not Supported
    N/A
    7.1

    Zendesk Support Suite

    71%
    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 Contact Center is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Renew, Usability

    Likelihood to Recommend

    7.8

    Cisco Unified Contact Center

    78%
    43 Ratings
    7.4

    Zendesk Support Suite

    74%
    125 Ratings

    Likelihood to Renew

    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings
    10.0

    Zendesk Support Suite

    100%
    38 Ratings

    Usability

    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings
    9.4

    Zendesk Support Suite

    94%
    18 Ratings

    Availability

    Cisco Unified Contact Center

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Cisco Unified Contact Center

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings
    6.4

    Zendesk Support Suite

    64%
    49 Ratings

    In-Person Training

    Cisco Unified Contact Center

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Cisco Unified Contact Center

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Cisco Unified Contact Center

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Contract Terms and Pricing Model

    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    Zendesk Support Suite

    N/A
    0 Ratings

    Professional Services

    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    Cisco Unified Contact Center

    I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
    Gustavo Alves | 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

    Pros

    Cisco Unified Contact Center

    • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
    • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
    • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
    Anonymous | 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 Contact Center

    • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
    • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
    • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
    James Riley | 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

    Pricing Details

    Cisco Unified Contact Center

    General

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

    Starting Price

    Cisco Unified Contact Center Editions & Modules

    Additional Pricing Details
    Must contact sales team for pricing.

    Zendesk 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
    1. per agent/month billed annually
    Additional Pricing Details

    Likelihood to Renew

    Cisco Unified Contact Center

    Cisco Unified Contact Center 9.1
    Based on 5 answers
    if it is up to me I would maintain its use. I was not able to make those decisions previously.
    Anonymous | 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 Contact Center

    Cisco Unified Contact Center 8.3
    Based on 7 answers
    To be honest, there are tools better than Cisco Unified Contact Center
    because it largely depends on third party integrations with better
    alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
    Pratham Radadiya | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    Cisco Unified Contact Center

    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 Contact Center

    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 Contact Center

    Cisco Unified Contact Center 7.5
    Based on 18 answers
    Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Kevin Pearce | TrustRadius Reviewer

    Online Training

    Cisco Unified Contact Center

    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 Contact Center

    No score
    No answers yet
    No answers on this topic

    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 Contact Center

    Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
    Alyson Sherlock | 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

    Contract Terms and Pricing Model

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.0
    Based on 2 answers
    Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
    Anonymous | TrustRadius Reviewer

    Zendesk Support Suite

    No score
    No answers yet
    No answers on this topic

    Professional Services

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.0
    Based on 1 answer
    Scripting not supported
    Anonymous | TrustRadius Reviewer

    Zendesk Support Suite

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    Cisco Unified Contact Center

    • Simplifications in the suite are needed because we faced hard times with its implementation.
    • The product is price worthy when comparing it with what it really provides and offers.
    • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
    Mostafa Awad | 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

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