What users are saying about
25 Ratings
25 Ratings
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Score 8.1 out of 100
1 Rating
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Score 7.3 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    Cisco Finesse

    83%

    OneContact CC

    Feature Set Not Supported
    N/A
    Cisco Finesse ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    9 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    8 Ratings
    N/A
    0 Ratings

    Outbound response

    7.9
    79%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.7
    87%
    8 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.2
    82%
    6 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.4
    84%
    7 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.2
    82%
    7 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.5
    85%
    6 Ratings
    N/A
    0 Ratings

    REST APIs

    8.1
    81%
    5 Ratings
    N/A
    0 Ratings

    Call scripts

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    9 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.5
    85%
    6 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.5
    85%
    6 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.3

    Cisco Finesse

    83%

    OneContact CC

    Feature Set Not Supported
    N/A
    Cisco Finesse ranks higher in 9/9 features

    Inbound call routing

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    7.8
    78%
    5 Ratings
    N/A
    0 Ratings

    Recording

    8.2
    82%
    7 Ratings
    N/A
    0 Ratings

    Quality management

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Call analytics

    8.2
    82%
    8 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.5
    85%
    8 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    8 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.8
    88%
    7 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Cisco Finesse is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.4

    Cisco Finesse

    84%
    9 Ratings
    7.3

    OneContact CC

    73%
    1 Rating

    Support Rating

    10.0

    Cisco Finesse

    100%
    2 Ratings

    OneContact CC

    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

    OneContact CC

    Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
    Rui Ferraz | 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

    OneContact CC

    • Call Flow, ACD and IVR.
    • Dynamic platform with the possibility to integrate with the client existing solution.
    • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
    Rui Ferraz | TrustRadius Reviewer

    Cons

    Cisco Finesse

    • Cisco Finesse is a customer service tool that provides quality service with features that fit our needs, integrating traditional functions to offer fast and efficient service to our customers from wherever they are, it is perfect and indicated.
    Oliver Torres | TrustRadius Reviewer

    OneContact CC

    • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
    • The email module needs a little more work.
    Rui Ferraz | TrustRadius Reviewer

    Pricing Details

    Cisco Finesse

    General

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

    Starting Price

    OneContact CC

    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

    OneContact CC

    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

    OneContact CC

    CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
    Rui Ferraz | 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

    OneContact CC

    • It has a low initial CAPEX
    • It has low maintenance
    • The manufacterer support can be a considerable cost.
    Rui Ferraz | TrustRadius Reviewer

    Add comparison