Cisco Finesse vs. Collab OneContact CC

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.3 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
OneContact CC
Score 7.3 out of 10
N/A
OneContact CC is a call center platform from Collab in Portugal.N/A
Pricing
Cisco FinesseCollab OneContact CC
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco FinesseOneContact CC
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
Features
Cisco FinesseCollab OneContact CC
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
Collab OneContact CC
-
Ratings
Agent dashboard8.06 Ratings00 Ratings
Validate callers8.75 Ratings00 Ratings
Outbound response8.16 Ratings00 Ratings
Call forwarding9.15 Ratings00 Ratings
Click-to-call (CTC)8.93 Ratings00 Ratings
Warm transfer8.94 Ratings00 Ratings
Predictive dialing8.04 Ratings00 Ratings
Interactive voice response8.03 Ratings00 Ratings
REST APIs8.02 Ratings00 Ratings
Call scripts8.03 Ratings00 Ratings
Call tracking8.36 Ratings00 Ratings
Multichannel integration8.93 Ratings00 Ratings
CRM software integration8.13 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
8.3
6 Ratings
0% above category average
Collab OneContact CC
-
Ratings
Inbound call routing8.16 Ratings00 Ratings
Omnichannel inbound routing7.63 Ratings00 Ratings
Recording7.95 Ratings00 Ratings
Quality management9.04 Ratings00 Ratings
Call analytics8.35 Ratings00 Ratings
Historical reporting8.95 Ratings00 Ratings
Live reporting8.55 Ratings00 Ratings
Customer surveys8.74 Ratings00 Ratings
Customer interaction analytics7.43 Ratings00 Ratings
Best Alternatives
Cisco FinesseCollab OneContact CC
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 FinesseCollab OneContact CC
Likelihood to Recommend
8.5
(6 ratings)
7.3
(1 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco FinesseCollab OneContact CC
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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Collab
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.
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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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Collab
  • 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.
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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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Collab
  • 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.
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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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Collab
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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Collab
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.
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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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Collab
  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
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