What users are saying about
3 Ratings
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Score 9 out of 100
27 Ratings
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Score 8 out of 100

Feature Set Ratings

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

Contact Center Software

9.5

Call Center Studio

95%
8.4

Cisco Finesse

84%
Call Center Studio ranks higher in 13/13 features

Agent dashboard

8.4
84%
2 Ratings
8.4
84%
7 Ratings

Validate callers

9.0
90%
1 Rating
8.8
88%
6 Ratings

Outbound response

9.3
93%
2 Ratings
7.9
79%
7 Ratings

Call forwarding

10.0
100%
2 Ratings
8.9
89%
6 Ratings

Click-to-call (CTC)

10.0
100%
1 Rating
8.3
83%
4 Ratings

Warm transfer

9.0
90%
1 Rating
8.6
86%
5 Ratings

Predictive dialing

10.0
100%
2 Ratings
8.0
80%
5 Ratings

Interactive voice response

9.3
93%
2 Ratings
8.3
83%
4 Ratings

REST APIs

9.3
93%
2 Ratings
8.5
85%
3 Ratings

Call scripts

10.0
100%
2 Ratings
8.0
80%
4 Ratings

Call tracking

10.0
100%
2 Ratings
8.5
85%
7 Ratings

Multichannel integration

10.0
100%
2 Ratings
8.7
87%
4 Ratings

CRM software integration

9.3
93%
2 Ratings
8.4
84%
4 Ratings

Workforce Optimization (WFO)

9.5

Call Center Studio

95%
8.4

Cisco Finesse

84%
Call Center Studio ranks higher in 9/9 features

Inbound call routing

9.3
93%
2 Ratings
8.1
81%
7 Ratings

Omnichannel inbound routing

10.0
100%
1 Rating
7.5
75%
3 Ratings

Recording

10.0
100%
2 Ratings
8.1
81%
6 Ratings

Quality management

9.3
93%
2 Ratings
9.1
91%
5 Ratings

Call analytics

9.3
93%
2 Ratings
8.2
82%
6 Ratings

Historical reporting

10.0
100%
2 Ratings
8.7
87%
6 Ratings

Live reporting

9.3
93%
2 Ratings
8.5
85%
6 Ratings

Customer surveys

9.3
93%
2 Ratings
9.0
90%
5 Ratings

Customer interaction analytics

9.3
93%
2 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • Call Center Studio is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.3

Call Center Studio

93%
2 Ratings
8.5

Cisco Finesse

85%
7 Ratings

Support Rating

Call Center Studio

N/A
0 Ratings
10.0

Cisco Finesse

100%
2 Ratings

Likelihood to Recommend

Call Center Studio

+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
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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

Call Center Studio

  • It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
  • The function of recording calls is also very important to know my performance with the client and improve in the future.
  • It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.
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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

Call Center Studio

  • Dashboards can not be pin to the screen.
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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.
Read full review

Pricing Details

Call Center Studio

Starting Price

$0

Editions & Modules

Call Center Studio editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Cisco Finesse

    Starting Price

    Editions & Modules

    Cisco Finesse editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Support Rating

      Call Center Studio

      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
      Read full review

      Alternatives Considered

      Call Center Studio

      cloud based and more flexible.
      Read full review

      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.
      Read full review

      Return on Investment

      Call Center Studio

      • A tool that has helped me a lot to handle my clients in a faster, more personal and diligent way, being able to increase my sales margins in a short time. The way this program showed me my mistakes, was decisive for the growth of my business, because I knew how to solve the problems efficiently.
      Read full review

      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.
      Read full review

      Screenshots

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