What users are saying about
24 Ratings
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43 Ratings
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Webex Contact Center

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43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.4 out of 100

Feature Set Ratings

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

Contact Center Software

8.4

Cisco Finesse

84%
9.1

Webex Contact Center

91%
Webex Contact Center ranks higher in 13/13 features

Agent dashboard

8.4
84%
8 Ratings
9.5
95%
13 Ratings

Validate callers

8.7
87%
7 Ratings
8.7
87%
13 Ratings

Outbound response

7.9
79%
8 Ratings
9.7
97%
10 Ratings

Call forwarding

8.7
87%
7 Ratings
8.9
89%
12 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
9.1
91%
11 Ratings

Warm transfer

8.4
84%
6 Ratings
9.6
96%
13 Ratings

Predictive dialing

8.2
82%
6 Ratings
8.6
86%
9 Ratings

Interactive voice response

8.5
85%
5 Ratings
9.0
90%
11 Ratings

REST APIs

8.4
84%
4 Ratings
8.6
86%
11 Ratings

Call scripts

8.0
80%
5 Ratings
8.6
86%
13 Ratings

Call tracking

8.4
84%
8 Ratings
9.1
91%
12 Ratings

Multichannel integration

8.5
85%
5 Ratings
9.2
92%
12 Ratings

CRM software integration

8.5
85%
5 Ratings
9.6
96%
11 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
9.3

Webex Contact Center

93%
Webex Contact Center ranks higher in 7/9 features

Inbound call routing

8.1
81%
8 Ratings
9.0
90%
11 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
9.3
93%
12 Ratings

Recording

8.2
82%
7 Ratings
9.7
97%
12 Ratings

Quality management

9.0
90%
6 Ratings
9.7
97%
11 Ratings

Call analytics

8.2
82%
7 Ratings
9.7
97%
12 Ratings

Historical reporting

8.5
85%
7 Ratings
8.4
84%
12 Ratings

Live reporting

8.5
85%
7 Ratings
9.4
94%
11 Ratings

Customer surveys

8.8
88%
6 Ratings
8.7
87%
11 Ratings

Customer interaction analytics

8.0
80%
5 Ratings
9.4
94%
10 Ratings

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
9.6

Webex Contact Center

96%
13 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings

Webex Contact Center

N/A
0 Ratings

Likelihood to Recommend

Cisco Finesse

Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Sara Estevez | TrustRadius Reviewer

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Ericson Aragoza | TrustRadius Reviewer

Pros

Cisco Finesse

  • 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...]
Anonymous | TrustRadius Reviewer

Webex Contact Center

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
Anonymous | TrustRadius Reviewer

Cons

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | TrustRadius Reviewer

Webex Contact Center

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
J. Eduardo Medina Corona | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Starting Price

Webex Contact Center

General

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

Starting Price

Support Rating

Cisco Finesse

Cisco Finesse 10.0
Based on 2 answers
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | TrustRadius Reviewer

Webex Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Finesse

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.
Dominic Farrow | TrustRadius Reviewer

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

  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
Anonymous | TrustRadius Reviewer

Webex Contact Center

  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
J. Eduardo Medina Corona | TrustRadius Reviewer

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