Cisco Finesse vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.4 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
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
Cisco FinesseWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco FinesseWebex Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco FinesseWebex Contact Center
Considered Both Products
Cisco Finesse

No answer on this topic

Webex Contact Center
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Top Pros
Top Cons
Features
Cisco FinesseWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
8.4
6 Ratings
1% above category average
Webex Contact Center
8.0
27 Ratings
4% below category average
Agent dashboard8.06 Ratings9.426 Ratings
Validate callers8.75 Ratings8.725 Ratings
Outbound response8.16 Ratings5.820 Ratings
Call forwarding9.15 Ratings9.025 Ratings
Click-to-call (CTC)8.93 Ratings9.024 Ratings
Warm transfer8.94 Ratings8.526 Ratings
Predictive dialing8.04 Ratings6.215 Ratings
Interactive voice response8.03 Ratings8.421 Ratings
REST APIs8.02 Ratings8.024 Ratings
Call scripts8.03 Ratings8.521 Ratings
Call tracking8.36 Ratings7.724 Ratings
Multichannel integration8.93 Ratings8.024 Ratings
CRM software integration8.13 Ratings7.324 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
8.3
6 Ratings
1% above category average
Webex Contact Center
8.3
24 Ratings
1% above category average
Inbound call routing8.16 Ratings7.823 Ratings
Omnichannel inbound routing7.63 Ratings8.522 Ratings
Recording7.95 Ratings9.323 Ratings
Quality management9.04 Ratings9.019 Ratings
Call analytics8.35 Ratings8.121 Ratings
Historical reporting8.95 Ratings9.223 Ratings
Live reporting8.55 Ratings8.022 Ratings
Customer surveys8.74 Ratings7.721 Ratings
Customer interaction analytics7.43 Ratings7.419 Ratings
Best Alternatives
Cisco FinesseWebex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 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
Cisco FinesseWebex Contact Center
Likelihood to Recommend
8.5
(6 ratings)
8.7
(28 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(1 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco FinesseWebex Contact Center
Likelihood to Recommend
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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Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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Pros
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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Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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Cons
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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Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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Support Rating
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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Cisco
No answers on this topic
Alternatives Considered
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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Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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Return on Investment
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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Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view