What users are saying about

3CX vs Cisco Finesse

3CX
49 Ratings
Cisco Finesse
25 Ratings

3CX

49 Ratings
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Score 7.5 out of 100

Based on 49 reviews and ratings

Cisco Finesse

25 Ratings
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Score 8.1 out of 100

Based on 25 reviews and ratings

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.3

    Cisco Finesse

    83%
    Cisco Finesse ranks higher in 13/13 features
    Cisco Finesse ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Validate callers

    N/A
    0 Ratings
    8.7
    87%
    8 Ratings

    Outbound response

    N/A
    0 Ratings
    7.9
    79%
    9 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.7
    87%
    8 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.2
    82%
    6 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    5 Ratings

    Call scripts

    N/A
    0 Ratings
    8.0
    80%
    6 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.3

    Cisco Finesse

    83%
    Cisco Finesse ranks higher in 9/9 features
    Cisco Finesse ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.1
    81%
    9 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    7.8
    78%
    5 Ratings

    Recording

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    Quality management

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Call analytics

    N/A
    0 Ratings
    8.2
    82%
    8 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.5
    85%
    8 Ratings

    Live reporting

    N/A
    0 Ratings
    8.5
    85%
    8 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.8
    88%
    7 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.0
    80%
    6 Ratings

    Attribute Ratings

    • Cisco Finesse is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    8.4

    Cisco Finesse

    84%
    9 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    10.0

    Cisco Finesse

    100%
    2 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Cisco Finesse

    Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.

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    Sara Estevez | TrustRadius Reviewer
    Sara Estevez
    View all 9 answers on this topic

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Cisco Finesse

    • 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...]

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.

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    Daniel Merkl | TrustRadius Reviewer
    Daniel Merkl
    View all 12 answers on this topic

    Cisco Finesse

    • Cisco Finesse is a customer service tool that provides quality service with features that fit our needs, integrating traditional functions to offer fast and efficient service to our customers from wherever they are, it is perfect and indicated.

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    Oliver Torres | TrustRadius Reviewer
    Oliver Torres
    View all 9 answers on this topic

    Pricing Details

    3CX

    General

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

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Cisco Finesse

    General

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

    Starting Price

    —

    Cisco Finesse Editions & Modules

    —
    Additional Pricing Details
    —

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.

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    Laura Steinbrink | TrustRadius Reviewer
    Laura Steinbrink
    View all 4 answers on this topic

    Cisco Finesse

    Cisco Finesse 10.0
    Based on 2 answers
    We have hardly had any problems, but the attention provided when we need support has been very fast and effective

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    Arturo Lopez | TrustRadius Reviewer
    Arturo Lopez
    View all 2 answers on this topic

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    Cisco Finesse

    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.

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    Dominic Farrow | TrustRadius Reviewer
    Dominic Farrow
    View all 9 answers on this topic

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.

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    Artur Bittencourt | TrustRadius Reviewer
    Artur Bittencourt
    View all 12 answers on this topic

    Cisco Finesse

    • Cisco brought us into the modern world of calls and call recording capabilities.
    • Cisco's crashes would cripple operations at times.
    • Overall functionality for visibility was a vast improvement from Avaya.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Screenshots

    Cisco Finesse

    —

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