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.
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Nextiva Contact Center
Score 9.5 out of 10
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Nextiva’s cloud contact center solution features voice, digital, AI-driven journey orchestration, customer engagement, workforce management, and analytics. The solution helps boost customer loyalty, enhance employee productivity, and reduce costs.
$129
per month per user
Pricing
Cisco Finesse
Nextiva Contact Center
Editions & Modules
No answers on this topic
Essential
$129
per month per seat
Professional
$159
per month per seat
Premium
$199
per month per seat
Offerings
Pricing Offerings
Cisco Finesse
Nextiva Contact Center
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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More Pricing Information
Community Pulse
Cisco Finesse
Nextiva Contact Center
Features
Cisco Finesse
Nextiva Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
7.5
7 Ratings
11% below category average
Nextiva Contact Center
9.3
43 Ratings
11% above category average
Agent dashboard
8.06 Ratings
9.243 Ratings
Validate callers
8.75 Ratings
9.441 Ratings
Outbound response
5.07 Ratings
9.541 Ratings
Call forwarding
5.06 Ratings
9.542 Ratings
Click-to-call (CTC)
8.93 Ratings
9.035 Ratings
Warm transfer
5.05 Ratings
9.440 Ratings
Predictive dialing
8.04 Ratings
8.927 Ratings
Interactive voice response
8.03 Ratings
8.932 Ratings
REST APIs
8.02 Ratings
9.225 Ratings
Call scripts
8.03 Ratings
9.524 Ratings
Call tracking
8.36 Ratings
9.838 Ratings
Multichannel integration
8.93 Ratings
9.328 Ratings
CRM software integration
8.13 Ratings
9.330 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
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.
We have over 50 locations and an in-house call center, so having a united platform to perform customer service duties is absolutely critical. Nextiva Contact Center is a very effective solution for large teams and multi-location businesses. If you need to regularly report on call volume and agent performance, it is extremely helpful. A very small team may not benefit from it as much as a medium to large scale one.
Nextiva allows you to set up the Contact Center to fit your exact needs.
The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers and attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...
Outside of emails, Nextiva is the only way to contact our customers and their attendees, and the only way that they can contact us. We are a smaller company, but with Nextiva we can operate and manage our contact center easily no matter how much our company grows in the future. Nextiva is a versatile tool that can fit any need
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.
We take advantage of all the options we have with Nextiva to make our customer's experience better and faster than what it used to be; by using the multiple lines, we can talk to more patients and make their time valuable.
Every single experience with the Nextiva Contact Center has been beyond amazing! The support team is always caring and kind, and they get the problem solved as soon as possible if needed. They always follow up to make sure the issue has been resolved. That's one of the reasons why I have been a customer for so long.
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.
It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead
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.
With a lot of our employees doing remote work, Nextiva Contact Center phone system supports remote access which has reduced our need for physical office space and associated costs.
It has reduced our maintenance and repair costs associated with outdated equipment.
The exceptional quality of sound has led to a higher satisfaction during meetings.
