Cisco Finesse vs. Oracle CRM On Demand

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.8 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
Oracle CRM On Demand
Score 6.4 out of 10
N/A
The basis of this offering is the Market2Lead product that Oracle acquired in 2010. It has now been fully integrated with Oracle's On Demand CRM product and is a full-featured marketing automation product with features from lead management and nurturing, to measuring marketing ROI.N/A
Pricing
Cisco FinesseOracle CRM On Demand
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco FinesseOracle CRM On Demand
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Cisco FinesseOracle CRM On Demand
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
Oracle CRM On Demand
-
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
1% above category average
Oracle CRM On Demand
-
Ratings
Inbound call routing8.16 Ratings00 Ratings
Omnichannel inbound routing7.73 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 analytics7.33 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.3
25 Ratings
8% above category average
Customer data management / contact management00 Ratings8.925 Ratings
Workflow management00 Ratings8.024 Ratings
Territory management00 Ratings8.124 Ratings
Opportunity management00 Ratings8.125 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings7.722 Ratings
Contract management00 Ratings8.124 Ratings
Quote & order management00 Ratings8.523 Ratings
Interaction tracking00 Ratings8.524 Ratings
Channel / partner relationship management00 Ratings9.023 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.6
24 Ratings
14% above category average
Case management00 Ratings8.524 Ratings
Call center management00 Ratings8.723 Ratings
Help desk management00 Ratings8.524 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.5
24 Ratings
12% above category average
Lead management00 Ratings9.124 Ratings
Email marketing00 Ratings7.922 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.6
24 Ratings
13% above category average
Task management00 Ratings8.923 Ratings
Billing and invoicing management00 Ratings8.522 Ratings
Reporting00 Ratings8.523 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.2
24 Ratings
8% above category average
Forecasting00 Ratings8.624 Ratings
Pipeline visualization00 Ratings8.224 Ratings
Customizable reports00 Ratings7.824 Ratings
Customization
Comparison of Customization features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
7.6
24 Ratings
1% above category average
Custom fields00 Ratings8.724 Ratings
Custom objects00 Ratings6.924 Ratings
Scripting environment00 Ratings7.821 Ratings
API for custom integration00 Ratings7.023 Ratings
Security
Comparison of Security features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.8
25 Ratings
5% above category average
Single sign-on capability00 Ratings9.122 Ratings
Role-based user permissions00 Ratings8.525 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
8.5
18 Ratings
16% above category average
Social data00 Ratings8.618 Ratings
Social engagement00 Ratings8.518 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
7.6
22 Ratings
6% above category average
Marketing automation00 Ratings7.822 Ratings
Compensation management00 Ratings7.420 Ratings
Platform
Comparison of Platform features of Product A and Product B
Cisco Finesse
-
Ratings
Oracle CRM On Demand
10.0
18 Ratings
28% above category average
Mobile access00 Ratings10.018 Ratings
Best Alternatives
Cisco FinesseOracle CRM On Demand
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Creatio
Creatio
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseOracle CRM On Demand
Likelihood to Recommend
8.5
(6 ratings)
8.9
(26 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Cisco FinesseOracle CRM On Demand
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.
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Oracle
Oracle CRM is reliable and it fits well in a scenario where a company aims to grow their customer base and improve their relationship with their clients and ensure that all customer services are offered in an efficient manner. Oracle CRM is accessible from any device and this ensures easy usage of the platform and assure all staff to execute their various business processes.
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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...]
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Oracle
  • Several of our members were not familiar with various IT functions within CRM prior to working with it and so they were able to develop a working knowledge of IT pretty quickly afterwards.
  • It has a familiar feel to it as it allows users to work the data into a spreadsheet type layout with pivot tables and graphs and so it is quick to adopt.
  • Customization is great with a working knowledge of HTML, which isn't too hard to learn. You can really adapt CRM to any needs stylistically or content wise.
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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.
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Oracle
  • The ability to schedule and push out reports is missing from this system. If we want to mass deliver a report on a schedule, we must run it, export it and email it out to the group, or purchase a 3rd party system.
  • The ability to trigger workflow events on a schedule is missing this system. Currently, there has to be a trigger initiated by a user and we have situations where we'd like to be able to schedule a work flow routine to go out and check from specific situations and then trigger an action. We'd also like to be able to trigger workflow actions on one object based on something in another object and this capability is very limited.
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Usability
Cisco
No answers on this topic
Oracle
Compared to other competitors I find it very easy to use and learn .It has been helpful in our organisation and we have been able to manage our projects and operations well without interference.
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Support Rating
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
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Oracle
No answers on this topic
Implementation Rating
Cisco
No answers on this topic
Oracle
With the right partner Oracle CRM On Demand can be implemented very quickly and seamlessly.
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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.
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Oracle
MS Dynamics was easy to integrate to MS Power BI. This BI and reporting aspect is a clear strong point for Microsoft. MS solutions seem easier to integrate and learn, but this depends on the IT landscape and the complexity of integrations in a respective company.
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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.
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Oracle
  • This software can display in real-time when an order is submitted, received, fulfilled, and shipped out. We are able to know within the week of what new orders came in and how effective we are being from targeting specific regions of the nation.
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ScreenShots