What users are saying about
5 Ratings
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Score 7.5 out of 100
13 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cisco Finesse

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.
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Finesse
9.1
Cisco Webex Contact Center
7.9
Agent dashboard
Cisco Finesse
9.0
Cisco Webex Contact Center
7.0
Validate callers
Cisco Finesse
9.0
Cisco Webex Contact Center
8.8
Outbound response
Cisco Finesse
9.0
Cisco Webex Contact Center
8.6
Call forwarding
Cisco Finesse
9.0
Cisco Webex Contact Center
9.1
Click-to-call (CTC)
Cisco Finesse
8.0
Cisco Webex Contact Center
8.6
Warm transfer
Cisco Finesse
8.0
Cisco Webex Contact Center
7.0
Predictive dialing
Cisco Finesse
8.0
Cisco Webex Contact Center
7.3
Interactive voice response
Cisco Finesse
10.0
Cisco Webex Contact Center
9.1
REST APIs
Cisco Finesse
10.0
Cisco Webex Contact Center
9.1
Call scripts
Cisco Finesse
10.0
Cisco Webex Contact Center
6.4
Call tracking
Cisco Finesse
10.0
Cisco Webex Contact Center
7.3
Multichannel integration
Cisco Finesse
8.0
Cisco Webex Contact Center
7.0
CRM software integration
Cisco Finesse
10.0
Cisco Webex Contact Center
7.3

Workforce Optimization (WFO)

Cisco Finesse
9.3
Cisco Webex Contact Center
8.3
Inbound call routing
Cisco Finesse
10.0
Cisco Webex Contact Center
9.1
Omnichannel inbound routing
Cisco Finesse
8.0
Cisco Webex Contact Center
8.2
Recording
Cisco Finesse
10.0
Cisco Webex Contact Center
6.7
Quality management
Cisco Finesse
10.0
Cisco Webex Contact Center
9.1
Call analytics
Cisco Finesse
10.0
Cisco Webex Contact Center
7.0
Historical reporting
Cisco Finesse
8.0
Cisco Webex Contact Center
7.3
Live reporting
Cisco Finesse
9.0
Cisco Webex Contact Center
9.1
Customer surveys
Cisco Finesse
10.0
Cisco Webex Contact Center
9.1
Customer interaction analytics
Cisco Finesse
9.0
Cisco Webex Contact Center
9.1

Pros

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Cons

Cisco Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Support Rating

Cisco Finesse

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
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Finesse

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

Cisco Webex Contact Center

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Cisco Webex Contact Center

General

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

Rating Summary

Likelihood to Recommend

Cisco Finesse
9.0
Cisco Webex Contact Center
7.0

Support Rating

Cisco Finesse
10.0
Cisco Webex Contact Center

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