Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate customer interactions across multiple channels. Built on a Microservices Architecture with open AI Orchestration, Avaya Infinity enables organizations to manage Voice, Digital, Email, and Messaging interactions. The system provides Dynamic Routing, AI automation, and real-time orchestration—with the flexibility to deploy in the cloud, on-premises, or in a hybrid…
N/A
Cisco Finesse
Score7 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
Avaya Contact Center
Cisco Finesse
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Contact Center
Cisco Finesse
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Required
No setup fee
Additional Details
—
—
More Pricing Information
Community Pulse
Avaya Contact Center
Cisco Finesse
Considered Both Products
Avaya
Verified User
Chose Avaya Contact Center
We were using Cisco Finesse earlier but it was a lil bit more confusing as had a lot of features but the dashboard was not so well organized like Avaya Infinity™.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would say well-suited for the everyday user, with the ability to use the products. I think it's really user-friendly in that way. The lack of education for the end users, maybe through some of our companies, makes it difficult. And the turnover.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
