What users are saying about
5 Ratings
49 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100
49 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
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

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Finesse
9.1
Five9
7.9
Agent dashboard
Cisco Finesse
9.0
Five9
7.0
Validate callers
Cisco Finesse
9.0
Five9
8.0
Outbound response
Cisco Finesse
9.0
Five9
8.0
Call forwarding
Cisco Finesse
9.0
Five9
6.0
Click-to-call (CTC)
Cisco Finesse
8.0
Five9
Warm transfer
Cisco Finesse
8.0
Five9
7.0
Predictive dialing
Cisco Finesse
8.0
Five9
8.0
Interactive voice response
Cisco Finesse
10.0
Five9
REST APIs
Cisco Finesse
10.0
Five9
Call scripts
Cisco Finesse
10.0
Five9
Call tracking
Cisco Finesse
10.0
Five9
9.0
Multichannel integration
Cisco Finesse
8.0
Five9
9.0
CRM software integration
Cisco Finesse
10.0
Five9
9.0

Workforce Optimization (WFO)

Cisco Finesse
9.3
Five9
9.1
Inbound call routing
Cisco Finesse
10.0
Five9
9.0
Omnichannel inbound routing
Cisco Finesse
8.0
Five9
Recording
Cisco Finesse
10.0
Five9
9.0
Quality management
Cisco Finesse
10.0
Five9
9.4
Call analytics
Cisco Finesse
10.0
Five9
9.0
Historical reporting
Cisco Finesse
8.0
Five9
9.0
Live reporting
Cisco Finesse
9.0
Five9
9.0
Customer surveys
Cisco Finesse
10.0
Five9
Customer interaction analytics
Cisco Finesse
9.0
Five9

Pros

Cisco Finesse

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

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Cons

Cisco Finesse

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

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | 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

Five9

Five9 8.3
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

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

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Finesse

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

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

Screenshots

Cisco Finesse

Pricing Details

Cisco Finesse

General

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

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Cisco Finesse
9.0
Five9
7.8

Support Rating

Cisco Finesse
10.0
Five9
8.3

Add comparison