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Top Rated
679 Ratings
71 Ratings
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Score 7.4 out of 100

Zendesk Support Suite

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Top Rated
679 Ratings
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Score 8 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.
Adam McCracken | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Zendesk Support Suite
Agent dashboard
Cisco Unified Contact Center
7.2
Zendesk Support Suite
Validate callers
Cisco Unified Contact Center
7.6
Zendesk Support Suite
Outbound response
Cisco Unified Contact Center
7.0
Zendesk Support Suite
Call forwarding
Cisco Unified Contact Center
7.4
Zendesk Support Suite
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Zendesk Support Suite
Warm transfer
Cisco Unified Contact Center
7.5
Zendesk Support Suite
Predictive dialing
Cisco Unified Contact Center
6.4
Zendesk Support Suite
Interactive voice response
Cisco Unified Contact Center
7.7
Zendesk Support Suite
REST APIs
Cisco Unified Contact Center
7.2
Zendesk Support Suite
Call scripts
Cisco Unified Contact Center
6.7
Zendesk Support Suite
Call tracking
Cisco Unified Contact Center
8.0
Zendesk Support Suite
Multichannel integration
Cisco Unified Contact Center
6.6
Zendesk Support Suite
CRM software integration
Cisco Unified Contact Center
6.6
Zendesk Support Suite

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Zendesk Support Suite
Inbound call routing
Cisco Unified Contact Center
8.0
Zendesk Support Suite
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Zendesk Support Suite
Recording
Cisco Unified Contact Center
6.8
Zendesk Support Suite
Quality management
Cisco Unified Contact Center
6.9
Zendesk Support Suite
Call analytics
Cisco Unified Contact Center
7.2
Zendesk Support Suite
Historical reporting
Cisco Unified Contact Center
7.7
Zendesk Support Suite
Live reporting
Cisco Unified Contact Center
7.1
Zendesk Support Suite
Customer surveys
Cisco Unified Contact Center
6.4
Zendesk Support Suite
Customer interaction analytics
Cisco Unified Contact Center
6.7
Zendesk Support Suite

Incident and problem management

Cisco Unified Contact Center
Zendesk Support Suite
7.7
Organize and prioritize service tickets
Cisco Unified Contact Center
Zendesk Support Suite
8.0
Expert directory
Cisco Unified Contact Center
Zendesk Support Suite
7.2
Subscription-based notifications
Cisco Unified Contact Center
Zendesk Support Suite
6.2
ITSM collaboration and documentation
Cisco Unified Contact Center
Zendesk Support Suite
7.9
Ticket creation and submission
Cisco Unified Contact Center
Zendesk Support Suite
8.7
Ticket response
Cisco Unified Contact Center
Zendesk Support Suite
8.3

Self Help Community

Cisco Unified Contact Center
Zendesk Support Suite
7.5
External knowledge base
Cisco Unified Contact Center
Zendesk Support Suite
7.4
Internal knowledge base
Cisco Unified Contact Center
Zendesk Support Suite
7.6

Multi-Channel Help

Cisco Unified Contact Center
Zendesk Support Suite
7.6
Customer portal
Cisco Unified Contact Center
Zendesk Support Suite
7.2
IVR
Cisco Unified Contact Center
Zendesk Support Suite
6.8
Social integration
Cisco Unified Contact Center
Zendesk Support Suite
7.9
Email support
Cisco Unified Contact Center
Zendesk Support Suite
8.1
Help Desk CRM integration
Cisco Unified Contact Center
Zendesk Support Suite
7.9

Pros

Cisco Unified Contact Center

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | 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

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
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 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 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | 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 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 7.8
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
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 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

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

I haven't really personally used any other systems, but I have been a heavy end-user of some others, where I have logged into the portal to track my tickets. That said, I can't really compare ease of use for the back end, since issues I've encountered in other systems could just as easily been an issue with staffing/training at the company.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | TrustRadius Reviewer

Zendesk Support Suite

  • Despite the cost, ZenDesk has become the heartbeat of our company- so the ROI is extensively always growing. As we get more clients, we don't need to increase our ZenDesk costs.
  • We had to spend massive amounts of time customizing the system to work properly for us, including managing custom fields, and triggers. A lot of that could have been simplified if ZenDesk allowed for variables in triggers. In the end though, doing this work has increased our actual work time since we could trigger all the non-essential tickets.
Justin Esgar | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Cisco Unified Contact Center 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 Contact Center
6.6
Zendesk Support Suite
7.5

Likelihood to Renew

Cisco Unified Contact Center
9.1
Zendesk Support Suite
10.0

Usability

Cisco Unified Contact Center
7.3
Zendesk Support Suite
8.9

Reliability and Availability

Cisco Unified Contact Center
Zendesk Support Suite
8.6

Performance

Cisco Unified Contact Center
Zendesk Support Suite
8.0

Support Rating

Cisco Unified Contact Center
7.8
Zendesk Support Suite
6.4

In-Person Training

Cisco Unified Contact Center
Zendesk Support Suite
10.0

Online Training

Cisco Unified Contact Center
Zendesk Support Suite
7.9

Implementation Rating

Cisco Unified Contact Center
Zendesk Support Suite
9.0

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