Cisco Finesse vs Talkdesk

Likelihood to Recommend

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Talkdesk is great for monitoring calls and agent activity. The reporting is clear and concise and is readily available very quickly. The status monitoring feature is easy to use for all agents, and call recordings are retrievable easily and quickly. It is also easy to redirect calls/transfer calls to different departments. Talkdesk suits us really well as we have lots of different departments all working remotely in different time zones, and Talkdesk allows us to have everyone online and visible where necessary.

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Verified User

Account Manager in Customer Service

Consumer Services Company, 51-200 employees

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Feature Rating Comparison

Cisco Finesse

Talkdesk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Finesse

Talkdesk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Multifunctional.
Intuitive tool.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.

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Douglas Chong

Inside Sales Representative, Ting Mobile

TucowsTelecommunications, 501-1000 employees

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Cons

Integration with third-party applications could be better.
Integration with mobile application.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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I'd like them to be a stand alone for all support services.
The amount of time it takes for a customer to be routed can be lengthy.
At times, the connectivity via headphones (even with the recommended ones) is not great.

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Verified User

General Manager in Other

Computer Software Company, 11-50 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Talkdesk 8.2

Based on 4 answers

It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

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Verified User

Manager in Customer Service

Computer Software Company, 201-500 employees

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Usability

No score

No answers yet

No answers on this topic

Talkdesk 9.1

Based on 69 answers

The whole system is user friendly and there is practically no need of a induction period or an introduction education. You can have an agent [have it] set up and working in a few minutes from log in to the first phone call. For an Admin navigation, the reporting features is a bit tricky but manageable.

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Veselina Bodurova

Customer Support Manager

Luxurywood CoRetail, 11-50 employees

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Support Rating

Cisco Finesse 10.0

Based on 1 answer

We have hardly had any problems, but the attention provided when we need support has been very fast and effective

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Talkdesk 8.6

Based on 184 answers

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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Mark de Gruiter

Director of Client Success

GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Talkdesk 8.5

Based on 32 answers

The speed of deployment is great. I don't think that we need anything more than what we have currently. Talkdesk has helped us a lot in the customer satisfaction point of view and gave us the opportunity to verify all the situations in a timely manner. For me, Talkdesk has worked wonders

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Shehzad Sidhu

Global Operations Team Lead

SkipTheDishesLogistics & Supply Chain, 1001-5000 employees

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Alternatives Considered

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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I use all of these daily and Talkdesk is our go-to for calls and customer follow-up. We have had a good experience that continues to get better so there's no need to fix what isn't broken. At the end of the day, our customers want to get ahold of us in many different ways depending on their preferred methods of communication. We need to keep all of our channels open and Talkdesk is our best solution for speaking directly to our customers.

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Anthony Sieker

Business Consultant

Digital ExpertsE-Learning, 51-200 employees

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Return on Investment

Quality and effectiveness.
Utility.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

The timing of Talkdesk has been at a time when there are so many variances the company had zero home working prior to implementation, Desktop restrictions. However given the ability to offer home working has kept our organisation going with only 4 days down time ROI has been covered within our 9 months.

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Christopher Pash

Contact Centre Telephony Specialist

Quadrant Subscription Services (a part of Air Business Group)Publishing, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cisco Finesse Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Talkdesk Editions & Modules

Edition

Professional	$65¹
Professional +	Contact sales team
Enterprise	Contact sales team

per seat/per month

Additional Pricing Details

—

Rating Summary

Cisco Finesse

Talkdesk

Cisco Finesse

Talkdesk

Cisco Finesse

Talkdesk

Cisco Finesse

Talkdesk

Cisco Finesse

Talkdesk

Likelihood to Recommend

Cisco Finesse

Talkdesk

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cisco Finesse

Talkdesk

Cons

Cisco Finesse

Talkdesk

Likelihood to Renew

Cisco Finesse

Talkdesk

Usability

Cisco Finesse

Talkdesk

Support Rating

Cisco Finesse

Talkdesk

Implementation Rating

Cisco Finesse

Talkdesk

Alternatives Considered

Cisco Finesse

Talkdesk

Return on Investment

Cisco Finesse

Talkdesk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Cisco Finesse Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Talkdesk Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison