Cisco Finesse vs. Talkdesk

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
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
Cisco FinesseTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
Cisco FinesseTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Cisco FinesseTalkdesk
Considered Both Products
Cisco Finesse

No answer on this topic

Talkdesk
Chose Talkdesk
There are a lot of limitations and bugs using Cisco Finesse. It is inefficient to use and we found some inaccuracies with the reports. However, on the other hand, Talkdesk functions way better and provides us with more accurate data that we need in our business analysis. This …
Chose Talkdesk
I prefer Talkdesk as it allows us to be more agile in responding to rapidly changing aspects of our industry. While you can get the basics from any of these the ability to pivot and quickly update and control our own setup without waiting for others to do it for us is so …
Chose Talkdesk
Finesse is a tool that we use before we integrated Talkdesk. If there is one thing that we can say about this tool, that is the simplicity of it. It is simple yet it lacks all the things that Talkdesk has provided us. Data extraction is hard which made it hard for us to review …
Chose Talkdesk
I wasn't part of the decision making for this.
Top Pros
Top Cons
Features
Cisco FinesseTalkdesk
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
Talkdesk
8.4
434 Ratings
1% above category average
Agent dashboard8.06 Ratings8.4415 Ratings
Validate callers8.75 Ratings8.1364 Ratings
Outbound response8.16 Ratings8.4380 Ratings
Call forwarding9.15 Ratings8.6369 Ratings
Click-to-call (CTC)8.93 Ratings8.9344 Ratings
Warm transfer8.94 Ratings8.9391 Ratings
Predictive dialing8.04 Ratings8.6193 Ratings
Interactive voice response8.03 Ratings8.3269 Ratings
REST APIs8.02 Ratings8.1215 Ratings
Call scripts8.03 Ratings8.0190 Ratings
Call tracking8.36 Ratings8.7385 Ratings
Multichannel integration8.93 Ratings8.1280 Ratings
CRM software integration8.13 Ratings7.9335 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
Talkdesk
8.7
421 Ratings
5% above category average
Inbound call routing8.16 Ratings8.7383 Ratings
Omnichannel inbound routing7.63 Ratings8.5271 Ratings
Recording7.95 Ratings9.3405 Ratings
Quality management9.04 Ratings9.0366 Ratings
Call analytics8.35 Ratings8.9380 Ratings
Historical reporting8.95 Ratings8.5387 Ratings
Live reporting8.55 Ratings8.8381 Ratings
Customer surveys8.74 Ratings8.1207 Ratings
Customer interaction analytics7.43 Ratings8.3237 Ratings
Best Alternatives
Cisco FinesseTalkdesk
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 FinesseTalkdesk
Likelihood to Recommend
8.5
(6 ratings)
8.2
(447 ratings)
Likelihood to Renew
-
(0 ratings)
8.8
(36 ratings)
Usability
-
(0 ratings)
8.6
(263 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
10.0
(1 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
-
(0 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Cisco FinesseTalkdesk
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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Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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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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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
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
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
Cisco
No answers on this topic
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
Cisco
No answers on this topic
Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
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Reliability and Availability
Cisco
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
Cisco
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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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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Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
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In-Person Training
Cisco
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Online Training
Cisco
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review
Implementation Rating
Cisco
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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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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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
Cisco
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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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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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots