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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RingCX
Score8.8 out of 10
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RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
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.
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
RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.
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
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
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
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 product is great but the price per user is really high in my opinion. I wish that there was a lower tier plan that had fewer features, many of which we dont use at all. Or a lower plan with per user add ons that would be cheaper overall.
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. TR verified that a representative sample of customers was invited. 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.
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
Very easy to set up, and users get the hang of it pretty fast, as most of our customers are provided with a train-the-trainer session and are up and running in no time. Also, the simplicity helps users with years and novice experience start taking customer interactions in no time.
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
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 rated them an 8 because their support team is highly responsive and reliable. Whenever we need to reach out with a problem, they are quick to respond and do an excellent job of keeping the ticket updated. I really appreciate that they make sure to keep us posted throughout the entire troubleshooting process, so we are never left in the dark wondering what is going on. Most importantly, they consistently resolve our issues in a timely manner, which is crucial for minimizing downtime and keeping our daily operations running smoothly.
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
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.
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
While all of those apps main service is to communicate with clients/customers and some of them allows you to have a phone number for multiple people. which is useful when working as a department, RingCentral gives you the ability to personalize your contact number which is better when you have dedicated clients and makes it easier to connect with the people you need while keeping records of conversation transcriptions at a user and management level visibility. It also integrates AI for different use and ability to use it in different devices
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 phone side has been VERY stable as you can see in their metrics. We get notifications all of the time for SMS issues, but we dont use that feature heavily so it's not a big deal for us.
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. TR verified that a representative sample of customers was invited. More Info
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.
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
