What users are saying about
24 Ratings
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Top Rated
196 Ratings
24 Ratings
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Score 8.1 out of 100

Fuze

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Top Rated
196 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.6 out of 100

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

    Likelihood to Recommend

    8.4

    Cisco Finesse

    84%
    8 Ratings
    7.5

    Fuze

    75%
    115 Ratings

    Likelihood to Renew

    Cisco Finesse

    N/A
    0 Ratings
    7.1

    Fuze

    71%
    20 Ratings

    Usability

    Cisco Finesse

    N/A
    0 Ratings
    7.4

    Fuze

    74%
    12 Ratings

    Availability

    Cisco Finesse

    N/A
    0 Ratings
    8.7

    Fuze

    87%
    4 Ratings

    Performance

    Cisco Finesse

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    4 Ratings

    Support Rating

    10.0

    Cisco Finesse

    100%
    2 Ratings
    7.0

    Fuze

    70%
    161 Ratings

    In-Person Training

    Cisco Finesse

    N/A
    0 Ratings
    8.0

    Fuze

    80%
    2 Ratings

    Online Training

    Cisco Finesse

    N/A
    0 Ratings
    9.0

    Fuze

    90%
    2 Ratings

    Implementation Rating

    Cisco Finesse

    N/A
    0 Ratings
    7.9

    Fuze

    79%
    186 Ratings

    Product Scalability

    Cisco Finesse

    N/A
    0 Ratings
    7.5

    Fuze

    75%
    3 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

    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.
    Howard Feist | 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

    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.
    Wendy Wilcox | TrustRadius Reviewer

    Cons

    Cisco Finesse

    • 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.
    Sara Estevez | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Cisco Finesse

    General

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

    Starting Price

    Cisco Finesse Editions & Modules

    Additional Pricing Details

    Fuze

    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
    1. Per Minute
    2. Per User/Per Month
    Additional Pricing Details
    https://www.fuze.com/fuze-plans

    Likelihood to Renew

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    Anonymous | TrustRadius Reviewer

    Usability

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Reliability and Availability

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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
    Anonymous | TrustRadius Reviewer

    Performance

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    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

    Fuze

    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.
    John Dennis | TrustRadius Reviewer

    In-Person Training

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Online Training

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | TrustRadius Reviewer

    Implementation Rating

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    Danielle Bulla | TrustRadius Reviewer

    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

    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.
    Justin Lacroix | TrustRadius Reviewer

    Scalability

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Fuze

    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.
    D. SKye Hodges | 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

    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.
    Mikey Romero | TrustRadius Reviewer

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