What users are saying about
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Top Rated
297 Ratings
6 Ratings
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Score 8.1 out of 100

Totango

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Top Rated
297 Ratings
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Score 8 out of 100

Likelihood to Recommend

Cisco Webex Experience Management

[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement[Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.
Badri Sampath | TrustRadius Reviewer

Totango

Totango facilitates the sales to customer success handoff ensuring that we have all the information necessary to ensure a complete and thorough onboarding. Once the customer is handed over to our Customer Success tea, Totango helps provide insights on how we are doing as a team, how certain accounts are performing, how an individual member of our team is performing etc. Totango has really allowed us to both see the big picture metrics, narrowed picture as well.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Cisco Webex Experience Management
Totango
8.0
Role-based user permissions
Cisco Webex Experience Management
Totango
8.0

Platform & Infrastructure

Cisco Webex Experience Management
Totango
8.0
API
Cisco Webex Experience Management
Totango
7.9
Integration with Salesforce.com
Cisco Webex Experience Management
Totango
7.7
Integration with Marketo
Cisco Webex Experience Management
Totango
8.3

Customer Data Extraction / Integration

Cisco Webex Experience Management
Totango
6.8
Product usage
Cisco Webex Experience Management
Totango
7.2
Help desk / support tickets
Cisco Webex Experience Management
Totango
6.5

Customer Success Management

Cisco Webex Experience Management
Totango
7.5
NPS surveys
Cisco Webex Experience Management
Totango
7.3
Sponsor tracking
Cisco Webex Experience Management
Totango
6.1
Customer profiles
Cisco Webex Experience Management
Totango
8.0
Automated workflow
Cisco Webex Experience Management
Totango
7.5
Internal collaboration
Cisco Webex Experience Management
Totango
7.5
Customer health scoring
Cisco Webex Experience Management
Totango
7.6
Customer segmentation
Cisco Webex Experience Management
Totango
8.5

CSM Reporting & Analytics

Cisco Webex Experience Management
Totango
7.5
Customer health trends
Cisco Webex Experience Management
Totango
7.7
Engagement analytics
Cisco Webex Experience Management
Totango
7.7
Revenue forecasting
Cisco Webex Experience Management
Totango
7.0
Dashboards
Cisco Webex Experience Management
Totango
7.7

Pros

Cisco Webex Experience Management

  • They allow us to create surveys based on our current need or projects.
  • Their dashboards are customizable from user to user.
Anonymous | TrustRadius Reviewer

Totango

  • The ability to segment data is huge. It is all dependent on the data you send in, but once the data connection is made, it is amazing to be able to see different segments of accounts.
  • SuccessPlays are crucial. Before we were using a spreadsheet for cadence and outreach to customers, but being able to have these automatically populate into the workflow is such a timesaver and eliminates some of the manual mistakes.
  • The data modular is super powerful. It allows us to create custom attributes and pass those into the system. There is also a wide array of integration methods.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Experience Management

  • Integrated Reporting including Contact Center
  • Ability to see real time monitoring of a Survey Campaign
  • Campaign Orchestration Engine for Outbound
Badri Sampath | TrustRadius Reviewer

Totango

  • The integration with zendesk is not robust, and would be helpful to have additional information that you can pull over.
  • The layout of the success blocs sometimes makes it difficult to solve problems that exist across multiple success blocs.
  • Currently you can not attach an asset to a success play. It would be helpful to do so.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 7.5
Based on 4 answers
We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Experience Management

Cisco Webex Experience Management 8.2
Based on 1 answer
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
Badri Sampath | TrustRadius Reviewer

Totango

Totango 8.1
Based on 95 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 9.0
Based on 2 answers
Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster
John Abraham | TrustRadius Reviewer

Performance

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 6.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Webex Experience Management

Cisco Webex Experience Management 8.2
Based on 1 answer
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.
Badri Sampath | TrustRadius Reviewer

Totango

Totango 7.8
Based on 92 answers
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.
Janet Price | TrustRadius Reviewer

Online Training

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 7.1
Based on 11 answers
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.
Sam Rutzick | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Experience Management

[Cisco] Webex Experience Management integrated with Contact Center is a key differentiator rather than having standalone evaluation tools like Qualtrics which are managed by the Marketing team. Contact Center feedback should be managed by a solution that integrates tightly and not by marketing teams as the feedback from the marketing campaigns don't effectively close the feedback loop for actionable intelligence within the contact center and is lost.
Badri Sampath | TrustRadius Reviewer

Totango

Totango is CRM centric and we can clearly see how it's built. We use Totango alongside Zendesk for support, but we still link everything to Totango. Hubspot on the other hand is more marketing and campaigns focused and we're able to achieve the same results on Totango. Totango's seamless integration with Salesforce creates a frictionless transition from pre-sales to post-sales teams.
Ramon Lapitan | TrustRadius Reviewer

Scalability

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 2 answers
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
John Abraham | TrustRadius Reviewer

Return on Investment

Cisco Webex Experience Management

  • 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.
Anonymous | TrustRadius Reviewer

Totango

  • Reduction in cross departmental questions (eg: has this customer put in any tickets? when did we last contact customer x?) because all the info is centralized.
  • Can't say tangibly that it has helped in retention, but anecdotally we feel a much better sense of which customers are at risk because of their health, or lack of usage, etc. There are far less surprises.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Webex Experience Management

General

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

Cisco Webex Experience Management Editions & Modules

Edition
FREE$01
BASIC$252
STANDARD$503
PREMIUM$1004
EASY12 ¢5
ENTERPRISE$5006
  1. Per Month / 50 Responses / 1 user
  2. Per Month / 200 Responses / 2 users
  3. Per Month / 500 Responses / 2 users
  4. Per Month / 1000 Responses / 4 users
  5. Per Response / Unlimited users
  6. Customized Usage Packages
Additional Pricing Details

Totango

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Totango Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Experience Management
8.7
Totango
7.9

Likelihood to Renew

Cisco Webex Experience Management
Totango
7.5

Usability

Cisco Webex Experience Management
8.2
Totango
8.1

Reliability and Availability

Cisco Webex Experience Management
Totango
9.0

Performance

Cisco Webex Experience Management
Totango
6.0

Support Rating

Cisco Webex Experience Management
8.2
Totango
7.8

Online Training

Cisco Webex Experience Management
Totango
7.0

Implementation Rating

Cisco Webex Experience Management
Totango
7.1

Scalability

Cisco Webex Experience Management
Totango
7.0

Add comparison