8x8 Contact Center vs Cisco Finesse

Likelihood to Recommend

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.

Read full review

Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

View all 59 answers on this topic

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Feature Rating Comparison

8x8 Contact Center

Cisco Finesse

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Cisco Finesse

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cleaner workspace with organization and efficiency at the forefront of our associates day.
Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

Read full review

Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

View all 59 answers on this topic

Multifunctional.
Intuitive tool.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

Read full review

Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

View all 59 answers on this topic

Integration with third-party applications could be better.
Integration with mobile application.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Usability

8x8 Contact Center 8.0

Based on 16 answers

It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.

Read full review

Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

View all 16 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 7.0

Based on 50 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

Read full review

Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

View all 50 answers on this topic

Cisco Finesse 10.0

Based on 1 answer

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

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Alternatives Considered

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.

Read full review

Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

View all 59 answers on this topic

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Return on Investment

The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
A negative impact is how short the phone warranty is.
A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

Read full review

Christina K

Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 employees

View all 59 answers on this topic

Quality and effectiveness.
Utility.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

Cisco Finesse

8x8 Contact Center

Cisco Finesse

8x8 Contact Center

Cisco Finesse