Cisco Webex Experience Management (discontinued) vs. Totango

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Cisco Webex Experience Management (CloudCherry, before being acquired by Cisco) was a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The product has been discontinued and is no longer available.N/A
Totango
Score 8.4 out of 10
N/A
Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can…
$2,988
per year
Pricing
Cisco Webex Experience Management (discontinued)Totango
Editions & Modules
No answers on this topic
Starter
$2,988
per year
Enterprise
$18,000
per year
Premier
Custom
Offerings
Pricing Offerings
Cisco Webex Experience Management (discontinued)Totango
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsEach package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
More Pricing Information
Community Pulse
Cisco Webex Experience Management (discontinued)Totango
Top Pros
Top Cons
Features
Cisco Webex Experience Management (discontinued)Totango
Security
Comparison of Security features of Product A and Product B
Cisco Webex Experience Management (discontinued)
-
Ratings
Totango
8.4
182 Ratings
2% below category average
Role-based user permissions00 Ratings8.4182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Cisco Webex Experience Management (discontinued)
-
Ratings
Totango
7.9
216 Ratings
7% below category average
API00 Ratings6.9149 Ratings
Integration with Salesforce.com00 Ratings8.0173 Ratings
Integration with Marketo00 Ratings8.935 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Cisco Webex Experience Management (discontinued)
-
Ratings
Totango
7.6
247 Ratings
11% below category average
Product usage00 Ratings7.8243 Ratings
Help desk / support tickets00 Ratings7.3160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Cisco Webex Experience Management (discontinued)
-
Ratings
Totango
7.6
260 Ratings
7% below category average
NPS surveys00 Ratings8.0124 Ratings
Sponsor tracking00 Ratings6.16 Ratings
Customer profiles00 Ratings7.9251 Ratings
Automated workflow00 Ratings8.4240 Ratings
Internal collaboration00 Ratings7.2226 Ratings
Customer health scoring00 Ratings7.6253 Ratings
Customer segmentation00 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Cisco Webex Experience Management (discontinued)
-
Ratings
Totango
7.6
254 Ratings
6% below category average
Customer health trends00 Ratings7.7243 Ratings
Engagement analytics00 Ratings7.7229 Ratings
Revenue forecasting00 Ratings7.1175 Ratings
Dashboards00 Ratings7.8237 Ratings
Best Alternatives
Cisco Webex Experience Management (discontinued)Totango
Small Businesses
Sogolytics
Sogolytics
Score 8.8 out of 10
Intercom
Intercom
Score 8.8 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Webex Experience Management (discontinued)Totango
Likelihood to Recommend
8.9
(13 ratings)
8.3
(261 ratings)
Likelihood to Renew
9.0
(1 ratings)
7.5
(8 ratings)
Usability
8.2
(1 ratings)
8.6
(95 ratings)
Availability
-
(0 ratings)
9.9
(3 ratings)
Performance
-
(0 ratings)
8.8
(2 ratings)
Support Rating
8.2
(1 ratings)
8.2
(93 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(12 ratings)
Configurability
-
(0 ratings)
8.2
(4 ratings)
Ease of integration
-
(0 ratings)
8.0
(8 ratings)
Product Scalability
-
(0 ratings)
9.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Cisco Webex Experience Management (discontinued)Totango
Likelihood to Recommend
Discontinued Products
Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
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Totango
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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Pros
Discontinued Products
  • Audio and video quality is amazing.
  • Screen sharing is easy.
  • Very secure connection.
  • Collaboration is made easy.
  • Easy access thanks to different versions available.
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Totango
  • Enables us to easily send and collect NPS & CSAT scores regularly.
  • Syncs with HubSpot to bring in updated client data and deals automatically.
  • Allows us to manage clients based on health score which is multi-dimensional.
  • I can log touch points directly in Totango from Gmail so easily..
  • As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
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Cons
Discontinued Products
  • Not always intuitive or user friendly
  • Getting the most out of the software requires dedicated personnel/time
  • Not that useful unless you'll do something with the data
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Totango
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
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Likelihood to Renew
Discontinued Products
We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.
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Totango
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
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Usability
Discontinued Products
No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
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Totango
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
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Reliability and Availability
Discontinued Products
No answers on this topic
Totango
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
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Performance
Discontinued Products
No answers on this topic
Totango
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
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Support Rating
Discontinued Products
Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
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Totango
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
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Online Training
Discontinued Products
No answers on this topic
Totango
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
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Implementation Rating
Discontinued Products
No answers on this topic
Totango
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
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Alternatives Considered
Discontinued Products
As I remember in 2011-12 Cisco was [the] only goto collaboration tool and it made [the] life of [the] entire team [fun-filled] and productive. The ease of connecting [teams] across the world and making communication effective[.]
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Totango
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
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Scalability
Discontinued Products
No answers on this topic
Totango
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
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Return on Investment
Discontinued Products
  • We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
  • We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.
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Totango
  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
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ScreenShots

Totango Screenshots

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub