3CLogic vs. Cisco Finesse

3C has allowed us to implement new clients quickly and efficiently with IVR's that are easy to maintain and support. The Global Support Desk is always just a call away should any issues arise

I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.

Incentivized

• Solid and Stable Telephony Product
• Innovation and ability to design solutions for complex use cases
• Support is always immediate

• Keep detail record of the agent and supervisor activity.
• Help to create agent and give them access to different teams and different skill groups.
• Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]

• Dashboards on Portal could use improvement
• Some reporting features on Portal

• There were too many outages
• There were a number of times I would get kicked out of the system without reason
• Reports were difficult to read

Incentivized

3C is very easy to use

It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.

Incentivized

We have hardly had any problems, but the attention provided when we need support has been very fast and effective

Incentivized

We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.

Incentivized

• Allows us to scale AI offerings that will help to reduce calls
• Potentially reduce headcount as a result of innovations they've developed for us

• Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.

Incentivized