Cisco Finesse vs Fuze

What users are saying about

Score 8.1 out of 10

Based on 24 reviews and ratings

Score 7.6 out of 10

Based on 196 reviews and ratings

Feature Set Ratings

Contact Center Software

8.4

Cisco Finesse

84%

Fuze

Feature Set Not Supported

N/A

Cisco Finesse ranks higher in 13/13 features

Agent dashboard

8.4

84%

8 Ratings

N/A

0 Ratings

Validate callers

8.7

87%

7 Ratings

N/A

0 Ratings

Outbound response

7.9

79%

8 Ratings

N/A

0 Ratings

Call forwarding

8.7

87%

7 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.2

82%

5 Ratings

N/A

0 Ratings

Warm transfer

8.4

84%

6 Ratings

N/A

0 Ratings

Predictive dialing

8.2

82%

6 Ratings

N/A

0 Ratings

Interactive voice response

8.5

85%

5 Ratings

N/A

0 Ratings

REST APIs

8.4

84%

4 Ratings

N/A

0 Ratings

Call scripts

8.0

80%

5 Ratings

N/A

0 Ratings

Call tracking

8.4

84%

8 Ratings

N/A

0 Ratings

Multichannel integration

8.5

85%

5 Ratings

N/A

0 Ratings

CRM software integration

8.5

85%

5 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%

Fuze

Feature Set Not Supported

N/A

Cisco Finesse ranks higher in 9/9 features

Inbound call routing

8.1

81%

8 Ratings

N/A

0 Ratings

Omnichannel inbound routing

7.7

77%

4 Ratings

N/A

0 Ratings

Recording

8.2

82%

7 Ratings

N/A

0 Ratings

Quality management

9.0

90%

6 Ratings

N/A

0 Ratings

Call analytics

8.2

82%

7 Ratings

N/A

0 Ratings

Historical reporting

8.5

85%

7 Ratings

N/A

0 Ratings

Live reporting

8.5

85%

7 Ratings

N/A

0 Ratings

Customer surveys

8.8

88%

6 Ratings

N/A

0 Ratings

Customer interaction analytics

8.0

80%

5 Ratings

N/A

0 Ratings

Cloud PBX

Cisco Finesse

Feature Set Not Supported

N/A

7.4

Fuze

74%

Fuze ranks higher in 5/5 features

Hosted PBX

N/A

0 Ratings

7.2

72%

77 Ratings

Multi-level Interactive Voice Response (IVR)

N/A

0 Ratings

7.1

71%

72 Ratings

User templates

N/A

0 Ratings

6.9

69%

59 Ratings

Call reports

N/A

0 Ratings

7.5

75%

91 Ratings

Directory of employee names

N/A

0 Ratings

8.0

80%

106 Ratings

Call Management

Cisco Finesse

Feature Set Not Supported

N/A

7.5

Fuze

75%

Fuze ranks higher in 4/4 features

Answering rules

N/A

0 Ratings

7.4

74%

98 Ratings

Call recording

N/A

0 Ratings

7.1

71%

88 Ratings

Call park

N/A

0 Ratings

7.7

77%

72 Ratings

Message alerts

N/A

0 Ratings

7.9

79%

92 Ratings

VoIP system collaboration

Cisco Finesse

Feature Set Not Supported

N/A

8.2

Fuze

82%

Fuze ranks higher in 2/2 features

Video conferencing

N/A

0 Ratings

7.8

78%

76 Ratings

Audio conferencing

N/A

0 Ratings

8.6

86%

89 Ratings

Mobile apps

Cisco Finesse

Feature Set Not Supported

N/A

8.3

Fuze

83%

Fuze ranks higher in 2/2 features

Mobile app for iOS

N/A

0 Ratings

8.2

82%

93 Ratings

Mobile app for Android

N/A

0 Ratings

8.4

84%

76 Ratings

Attribute Ratings

Cisco Finesse is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Cisco Finesse

84%

8 Ratings

7.5

Fuze

75%

115 Ratings

Cisco Finesse

N/A

0 Ratings

7.1

Fuze

71%

20 Ratings

Cisco Finesse

N/A

0 Ratings

7.4

Fuze

74%

12 Ratings

Cisco Finesse

N/A

0 Ratings

8.7

Fuze

87%

4 Ratings

Cisco Finesse

N/A

0 Ratings

8.0

Fuze

80%

4 Ratings

Cisco Finesse

100%

2 Ratings

7.0

Fuze

70%

161 Ratings

Cisco Finesse

N/A

0 Ratings

8.0

Fuze

80%

2 Ratings

Cisco Finesse

N/A

0 Ratings

9.0

Fuze

90%

2 Ratings

Cisco Finesse

N/A

0 Ratings

7.9

Fuze

79%

186 Ratings

Cisco Finesse

N/A

0 Ratings

7.5

Fuze

75%

3 Ratings

Pros

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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Verified User

Engineer in Information Technology

Information Technology & Services Company, 10,001+ employees

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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.

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Wendy Wilcox

IT Support

BARR Credit ServicesAccounting, 11-50 employees

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Cons

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.

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Sara Estevez

Human Resources Positions

TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees

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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.

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Verified User

Administrator in Information Technology

Wholesale Company, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Cisco Finesse Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Starting Price

$15 per month

Fuze Editions & Modules

Edition

US Outbound	$0.02¹
Fuze Meetings	$15²

Per Minute
Per User/Per Month

Additional Pricing Details

https://www.fuze.com/fuze-plans

Likelihood to Renew

No score

No answers yet

No answers on this topic

Fuze 7.1

Based on 20 answers

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.

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Verified User

Technician in Information Technology

Staffing & Recruiting Company, 1001-5000 employees

View all 20 answers on this topic

Usability

No score

No answers yet

No answers on this topic

Fuze 7.4

Based on 12 answers

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.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Fuze 8.7

Based on 4 answers

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

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Verified User

Administrator in Information Technology

Computer Software Company, 1001-5000 employees

View all 4 answers on this topic

Performance

No score

No answers yet

No answers on this topic

Fuze 8.0

Based on 4 answers

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.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

View all 4 answers on this topic

Support Rating

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

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Fuze 7.0

Based on 161 answers

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.

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John Dennis

Network Administrator

UNICOM Engineering, Inc.Information Technology & Services, 201-500 employees

View all 161 answers on this topic

In-Person Training

No score

No answers yet

No answers on this topic

Fuze 8.0

Based on 2 answers

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.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

View all 2 answers on this topic

Online Training

No score

No answers yet

No answers on this topic

Fuze 9.0

Based on 2 answers

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.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

View all 2 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Fuze 7.9

Based on 186 answers

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.

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Danielle Bulla

Accounts Payable and Financial Services Coordinator

Rollins CollegeHigher Education, 501-1000 employees

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Alternatives Considered

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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Dominic Farrow

Graphic Designer

BlkmarketDesign, 1-10 employees

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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.

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Justin Lacroix

Manager, IT Support

SoCleanHealth, Wellness and Fitness, 51-200 employees

View all 115 answers on this topic

Scalability

No score

No answers yet

No answers on this topic

Fuze 7.5

Based on 3 answers

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.

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D. SKye Hodges

IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Return on Investment

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.

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Verified User

Contributor in Other

Transportation/Trucking/Railroad Company, 201-500 employees

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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.

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Mikey Romero

Helpdesk Manager

Mesilla Valley TransportationTransportation/Trucking/Railroad, 1001-5000 employees

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Cisco Finesse

Fuze

Cisco Finesse

Fuze

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Finesse

Fuze

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Finesse

Fuze

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

Cisco Finesse

Fuze

Answering rules

Call recording

Call park

Message alerts

Cisco Finesse

Fuze

Video conferencing

Audio conferencing

Cisco Finesse

Fuze

Mobile app for iOS

Mobile app for Android

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Cisco Finesse

Fuze

Likelihood to Recommend

Cisco Finesse

Fuze

Pros

Cisco Finesse

Fuze

Cons

Cisco Finesse

Fuze

Pricing Details

General