What users are saying about
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Top Rated
178 Ratings
24 Ratings

8x8 Contact Center

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Top Rated
178 Ratings
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Score 7.7 out of 100
24 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • Cisco Finesse ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
8.4

Cisco Finesse

84%
Cisco Finesse ranks higher in 12/13 features

Agent dashboard

8.0
80%
69 Ratings
8.4
84%
8 Ratings

Validate callers

7.0
70%
62 Ratings
8.7
87%
7 Ratings

Outbound response

8.3
83%
59 Ratings
7.9
79%
8 Ratings

Call forwarding

7.8
78%
77 Ratings
8.7
87%
7 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.2
82%
5 Ratings

Warm transfer

8.3
83%
71 Ratings
8.4
84%
6 Ratings

Predictive dialing

6.6
66%
28 Ratings
8.2
82%
6 Ratings

Interactive voice response

7.6
76%
41 Ratings
8.5
85%
5 Ratings

REST APIs

7.2
72%
25 Ratings
8.3
83%
4 Ratings

Call scripts

7.6
76%
40 Ratings
8.0
80%
5 Ratings

Call tracking

6.9
69%
67 Ratings
8.4
84%
8 Ratings

Multichannel integration

8.3
83%
37 Ratings
8.5
85%
5 Ratings

CRM software integration

6.2
62%
36 Ratings
8.5
85%
5 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.3

Cisco Finesse

83%
Cisco Finesse ranks higher in 6/9 features

Inbound call routing

8.6
86%
64 Ratings
8.1
81%
8 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
7.7
77%
4 Ratings

Recording

8.1
81%
62 Ratings
8.2
82%
7 Ratings

Quality management

7.3
73%
60 Ratings
9.0
90%
6 Ratings

Call analytics

7.8
78%
63 Ratings
8.2
82%
7 Ratings

Historical reporting

8.2
82%
57 Ratings
8.5
85%
7 Ratings

Live reporting

9.0
90%
1 Rating
8.5
85%
7 Ratings

Customer surveys

7.6
76%
27 Ratings
8.8
88%
6 Ratings

Customer interaction analytics

N/A
0 Ratings
8.0
80%
5 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
8.4

Cisco Finesse

84%
8 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating

Cisco Finesse

N/A
0 Ratings

Usability

8.1

8x8 Contact Center

81%
16 Ratings

Cisco Finesse

N/A
0 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
10.0

Cisco Finesse

100%
2 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating

Cisco Finesse

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Cisco Finesse

N/A
0 Ratings

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Amye Roberson | TrustRadius Reviewer

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.
Sara Estevez | TrustRadius Reviewer

Pros

8x8 Contact Center

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Gary Savage | TrustRadius Reviewer

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...]
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Anonymous | TrustRadius Reviewer

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Starting Price

Cisco Finesse

General

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

Starting Price

Usability

8x8 Contact Center

8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

Cisco Finesse

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Chris Nguyen | TrustRadius Reviewer

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
Arturo Lopez | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

Cisco Finesse

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | TrustRadius Reviewer

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.
Dominic Farrow | TrustRadius Reviewer

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

Cisco Finesse

No score
No answers yet
No answers on this topic

Return on Investment

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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