What users are saying about
24 Ratings
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Score 8.1 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    8.4

    Cisco Finesse

    84%

    Presence Inbound

    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%

    Presence Inbound

    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

    Attribute Ratings

    • Cisco Finesse is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.4

    Cisco Finesse

    84%
    8 Ratings
    8.0

    Presence Inbound

    80%
    1 Rating

    Likelihood to Renew

    Cisco Finesse

    N/A
    0 Ratings
    9.0

    Presence Inbound

    90%
    1 Rating

    Support Rating

    10.0

    Cisco Finesse

    100%
    2 Ratings

    Presence Inbound

    N/A
    0 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

    Presence Inbound

    Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.
    Axel Alejandro Alcocer Medellin | 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

    Presence Inbound

    • Real time reporting
    • Historical Reports
    • Supervisor interface
    Axel Alejandro Alcocer Medellin | 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

    Presence Inbound

    • Sound Alerts
    • Detail of who hangs up the call
    • Less expensive support
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

    Pricing Details

    Cisco Finesse

    General

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

    Starting Price

    Presence Inbound

    General

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

    Starting Price

    Likelihood to Renew

    Cisco Finesse

    No score
    No answers yet
    No answers on this topic

    Presence Inbound

    Presence Inbound 9.0
    Based on 1 answer
    Price. Easy to use. Support.
    Axel Alejandro Alcocer Medellin | 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

    Presence Inbound

    No score
    No answers yet
    No answers on this topic

    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

    Presence Inbound

    I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
    Axel Alejandro Alcocer Medellin | 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

    Presence Inbound

    • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
    • In our sales presentations, Presence is one of our major strengths.
    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

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