Cisco Finesse vs. Sharpen Contact Center Platform

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.3 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
Sharpen Contact Center Platform
Score 0.0 out of 10
N/A
Sharpen is a cloud-native contact center platform that helps companies create perfect customer experiences, from the company of the same name in Indianapolis. The contact center software is presented as an ideal for mid-size to enterprise businesses. Designed for agent productivity and efficiency, it's a solution for both customer support to outbound sales teams.
$130
per user/month
Pricing
Cisco FinesseSharpen Contact Center Platform
Editions & Modules
No answers on this topic
Power
$130
per user/month
Offerings
Pricing Offerings
Cisco FinesseSharpen Contact Center Platform
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Cisco FinesseSharpen Contact Center Platform
Top Pros
Top Cons
Features
Cisco FinesseSharpen Contact Center Platform
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
Sharpen Contact Center Platform
-
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
0% above category average
Sharpen Contact Center Platform
-
Ratings
Inbound call routing8.16 Ratings00 Ratings
Omnichannel inbound routing7.63 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 analytics7.43 Ratings00 Ratings
Best Alternatives
Cisco FinesseSharpen Contact Center Platform
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseSharpen Contact Center Platform
Likelihood to Recommend
8.5
(6 ratings)
-
(0 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco FinesseSharpen Contact Center Platform
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.
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
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...]
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
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.
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
Support Rating
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
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.
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
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.
Read full review
Sharpen Technologies, Inc (formerly Fathom Voice)
No answers on this topic
ScreenShots