What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
38 Ratings
Top Rated
113 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Zendesk Talk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
38 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

  • Cisco Unified Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.5

Cisco Unified Contact Center

85%
8.3

Zendesk Talk

83%
Cisco Unified Contact Center ranks higher in 9/13 features

Agent dashboard

8.6
86%
35 Ratings
7.8
78%
15 Ratings

Validate callers

8.7
87%
31 Ratings
8.0
80%
12 Ratings

Outbound response

8.2
82%
31 Ratings
8.6
86%
14 Ratings

Call forwarding

8.6
86%
33 Ratings
8.2
82%
14 Ratings

Click-to-call (CTC)

8.5
85%
26 Ratings
8.6
86%
14 Ratings

Warm transfer

8.7
87%
30 Ratings
7.9
79%
12 Ratings

Predictive dialing

8.4
84%
22 Ratings
8.0
80%
8 Ratings

Interactive voice response

8.6
86%
29 Ratings
8.6
86%
10 Ratings

REST APIs

8.4
84%
25 Ratings
8.1
81%
8 Ratings

Call scripts

8.5
85%
30 Ratings
8.6
86%
7 Ratings

Call tracking

8.4
84%
33 Ratings
8.1
81%
13 Ratings

Multichannel integration

8.5
85%
25 Ratings
8.4
84%
10 Ratings

CRM software integration

7.7
77%
25 Ratings
9.3
93%
10 Ratings

Workforce Optimization (WFO)

8.5

Cisco Unified Contact Center

85%
8.4

Zendesk Talk

84%
Cisco Unified Contact Center ranks higher in 7/9 features

Inbound call routing

8.9
89%
33 Ratings
8.4
84%
12 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
8.4
84%
10 Ratings

Recording

8.8
88%
32 Ratings
8.6
86%
14 Ratings

Quality management

8.6
86%
31 Ratings
8.3
83%
12 Ratings

Call analytics

8.4
84%
32 Ratings
8.3
83%
13 Ratings

Historical reporting

8.2
82%
34 Ratings
8.5
85%
13 Ratings

Live reporting

8.3
83%
34 Ratings
8.7
87%
13 Ratings

Customer surveys

8.3
83%
25 Ratings
8.3
83%
8 Ratings

Customer interaction analytics

8.7
87%
27 Ratings
8.2
82%
11 Ratings

Attribute Ratings

  • Cisco Unified Contact Center is rated higher in 1 area: Support Rating
  • Zendesk Talk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.9

Cisco Unified Contact Center

79%
43 Ratings
8.8

Zendesk Talk

88%
15 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Zendesk Talk

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Zendesk Talk

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
5.0

Zendesk Talk

50%
6 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Zendesk Talk

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Zendesk Talk

N/A
0 Ratings

Likelihood to Recommend

Cisco

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.
Read full review

Zendesk

Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
Read full review

Pros

Cisco

  • 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.
Read full review

Zendesk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Read full review

Cons

Cisco

  • 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.
Read full review

Zendesk

  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Read full review

Pricing Details

Cisco Unified Contact Center

Starting Price

Editions & Modules

Cisco Unified Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Must contact sales team for pricing.

    Pricing Info

    Zendesk Talk

    Starting Price

    Editions & Modules

    Zendesk Talk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Cisco

      if it is up to me I would maintain its use. I was not able to make those decisions previously.
      Read full review

      Zendesk

      No answers on this topic

      Usability

      Cisco

      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.
      Read full review

      Zendesk

      No answers on this topic

      Support Rating

      Cisco

      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.
      Read full review

      Zendesk

      In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
      Read full review

      Alternatives Considered

      Cisco

      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.
      Read full review

      Zendesk

      By constantly searching for other software that allows us to have the same functions. We have found that this platform is well received because each of its functions meets what we want for the best functioning of our company in communication, thus being able to offer better telephone benefits. Powerful with high performance.
      Read full review

      Contract Terms and Pricing Model

      Cisco

      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.
      Read full review

      Zendesk

      No answers on this topic

      Professional Services

      Cisco

      Scripting not supported
      Read full review

      Zendesk

      No answers on this topic

      Return on Investment

      Cisco

      • 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.
      Read full review

      Zendesk

      • We were able to reduce global headcount by 20% in our call centers.
      • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
      • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
      Read full review

      Add comparison