Cisco Finesse vs. MightyCall

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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I like there is a special notifier that signalizes me about customers’ answers. I’m able to multitask using the platform, to call, and to see-through other tabs to gain important information for customers. They are some failures in App operation which are needed to be corrected. And sometimes my phone number falls into spam.

• 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...]

• There were too many outages
• There were a number of times I would get kicked out of the system without reason
• Reports were difficult to read

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

We have hardly had any problems, but the attention provided when we need support has been very fast and effective

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The first contact center solution they tried to implement was based on the Asterisk system.This lasted for the first two or three months, the implementation was actually done “on the knee”. Through the same channel that we use now, the percentage of missed calls was about 35%, and this is one of the parameters that we had to improve - But the main thing that we had to do was to increase the efficiency of order processing, which was too low at first" .Solution selectionIn the process of choosing a solution for the contact center, I considered Cisco and Nortel hardware and software solutions, as well as MightyCall Enterprise software solutions.“The MightyCall Enterprise solution is designed to create pre-configured contact center packages for different applications and industries. Other important advantages of this solution for us were the flexibility to customize according to our customer requirements and the price/functionality ratio. Thus, we chose MightyCall Enterprise for our purposes.

• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info