Cisco Finesse vs. Fuze

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
Fuze
Score 7.6 out of 10
Enterprise companies (1,001+ employees)
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
$15
per month
Pricing
Cisco FinesseFuze
Editions & Modules
No answers on this topic
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
Offerings
Pricing Offerings
Cisco FinesseFuze
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Features
Cisco FinesseFuze
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
Fuze
-
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
Fuze
-
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
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Cisco Finesse
-
Ratings
Fuze
5.8
111 Ratings
34% below category average
Hosted PBX00 Ratings5.478 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings6.273 Ratings
User templates00 Ratings5.260 Ratings
Call reports00 Ratings6.492 Ratings
Directory of employee names00 Ratings5.9107 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Cisco Finesse
-
Ratings
Fuze
6.8
107 Ratings
22% below category average
Answering rules00 Ratings7.199 Ratings
Call recording00 Ratings6.389 Ratings
Call park00 Ratings7.273 Ratings
Message alerts00 Ratings6.593 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Cisco Finesse
-
Ratings
Fuze
7.3
91 Ratings
12% below category average
Video conferencing00 Ratings7.377 Ratings
Audio conferencing00 Ratings7.490 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Cisco Finesse
-
Ratings
Fuze
8.1
103 Ratings
3% below category average
Mobile app for iOS00 Ratings8.194 Ratings
Mobile app for Android00 Ratings8.177 Ratings
Best Alternatives
Cisco FinesseFuze
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
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseFuze
Likelihood to Recommend
8.5
(6 ratings)
8.1
(116 ratings)
Likelihood to Renew
-
(0 ratings)
7.7
(20 ratings)
Usability
-
(0 ratings)
7.1
(12 ratings)
Availability
-
(0 ratings)
8.9
(3 ratings)
Performance
-
(0 ratings)
8.0
(3 ratings)
Support Rating
10.0
(1 ratings)
7.4
(88 ratings)
In-Person Training
-
(0 ratings)
8.0
(2 ratings)
Online Training
-
(0 ratings)
9.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.0
(111 ratings)
Configurability
-
(0 ratings)
8.7
(3 ratings)
Ease of integration
-
(0 ratings)
8.0
(3 ratings)
Product Scalability
-
(0 ratings)
7.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.6
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(3 ratings)
User Testimonials
Cisco FinesseFuze
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.
Read full review
Fuze
Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.
Read full review
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...]
Read full review
Fuze
  • Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
  • Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
  • Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
Read full review
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.
Read full review
Fuze
  • Desktop application stability and compatibility with certain hardware.
  • Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
  • [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.
Read full review
Likelihood to Renew
Cisco
No answers on this topic
Fuze
Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.
Read full review
Usability
Cisco
No answers on this topic
Fuze
Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Fuze
We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you
Read full review
Performance
Cisco
No answers on this topic
Fuze
Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.
Read full review
Support Rating
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Read full review
Fuze
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
Read full review
In-Person Training
Cisco
No answers on this topic
Fuze
At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.
Read full review
Online Training
Cisco
No answers on this topic
Fuze
Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.
Read full review
Implementation Rating
Cisco
No answers on this topic
Fuze
Personally, I didn't have any trouble getting started with Fuze. It was installed on my computer on my first day and I was good to go! Little to no hiccups. I was not with the company when they first adapted Fuze so I can not speak to the implementation as a whole.
Read full review
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.
Read full review
Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
Read full review
Scalability
Cisco
No answers on this topic
Fuze
Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.
Read full review
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.
Read full review
Fuze
  • We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
  • This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.
Read full review
ScreenShots