Amazon Connect vs. Cisco Finesse

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Cisco Finesse
Score 8.8 out of 10
N/A
Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.N/A
Pricing
Amazon ConnectCisco Finesse
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectCisco Finesse
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Amazon ConnectCisco Finesse
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Cisco Finesse
8.4
6 Ratings
1% above category average
Agent dashboard5.24 Ratings8.06 Ratings
Validate callers7.14 Ratings8.75 Ratings
Outbound response7.14 Ratings8.16 Ratings
Call forwarding7.14 Ratings9.15 Ratings
Click-to-call (CTC)7.14 Ratings8.93 Ratings
Warm transfer8.94 Ratings8.94 Ratings
Predictive dialing5.13 Ratings8.04 Ratings
Interactive voice response6.14 Ratings8.03 Ratings
REST APIs9.03 Ratings8.02 Ratings
Call scripts5.24 Ratings8.03 Ratings
Call tracking7.14 Ratings8.36 Ratings
Multichannel integration9.14 Ratings8.93 Ratings
CRM software integration8.94 Ratings8.13 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
Cisco Finesse
8.3
6 Ratings
1% above category average
Inbound call routing9.04 Ratings8.16 Ratings
Omnichannel inbound routing5.24 Ratings7.73 Ratings
Recording7.14 Ratings7.95 Ratings
Quality management7.14 Ratings9.04 Ratings
Call analytics3.34 Ratings8.35 Ratings
Historical reporting5.24 Ratings8.95 Ratings
Live reporting5.24 Ratings8.55 Ratings
Customer surveys5.24 Ratings8.74 Ratings
Customer interaction analytics5.24 Ratings7.33 Ratings
Best Alternatives
Amazon ConnectCisco Finesse
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectCisco Finesse
Likelihood to Recommend
7.1
(4 ratings)
8.5
(6 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Amazon ConnectCisco Finesse
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
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Cisco
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.
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Cisco
  • 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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Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
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Cisco
  • While adding skill group to the agent a direct find and assign button should be there.
  • In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
  • User interface can be improvised.
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Support Rating
Amazon AWS
No answers on this topic
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
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Cisco
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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Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
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Cisco
  • 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.
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ScreenShots