What users are saying about
5 Ratings
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Top Rated
319 Ratings
5 Ratings
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Score 7.5 out of 100

Talkdesk

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Top Rated
319 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Cisco Finesse

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.
Arturo Lopez | TrustRadius Reviewer

Talkdesk

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Finesse
9.1
Talkdesk
8.7
Agent dashboard
Cisco Finesse
9.0
Talkdesk
8.1
Validate callers
Cisco Finesse
9.0
Talkdesk
8.7
Outbound response
Cisco Finesse
9.0
Talkdesk
8.6
Call forwarding
Cisco Finesse
9.0
Talkdesk
8.6
Click-to-call (CTC)
Cisco Finesse
8.0
Talkdesk
9.0
Warm transfer
Cisco Finesse
8.0
Talkdesk
9.2
Predictive dialing
Cisco Finesse
8.0
Talkdesk
8.2
Interactive voice response
Cisco Finesse
10.0
Talkdesk
8.8
REST APIs
Cisco Finesse
10.0
Talkdesk
8.7
Call scripts
Cisco Finesse
10.0
Talkdesk
9.1
Call tracking
Cisco Finesse
10.0
Talkdesk
8.9
Multichannel integration
Cisco Finesse
8.0
Talkdesk
8.3
CRM software integration
Cisco Finesse
10.0
Talkdesk
8.7

Workforce Optimization (WFO)

Cisco Finesse
9.3
Talkdesk
8.6
Inbound call routing
Cisco Finesse
10.0
Talkdesk
8.8
Omnichannel inbound routing
Cisco Finesse
8.0
Talkdesk
8.4
Recording
Cisco Finesse
10.0
Talkdesk
9.3
Quality management
Cisco Finesse
10.0
Talkdesk
8.5
Call analytics
Cisco Finesse
10.0
Talkdesk
8.4
Historical reporting
Cisco Finesse
8.0
Talkdesk
8.4
Live reporting
Cisco Finesse
9.0
Talkdesk
8.4
Customer surveys
Cisco Finesse
10.0
Talkdesk
8.7
Customer interaction analytics
Cisco Finesse
9.0
Talkdesk
8.8

Pros

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | TrustRadius Reviewer

Talkdesk

  • 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.
Douglas Chong | TrustRadius Reviewer

Cons

Cisco Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | TrustRadius Reviewer

Talkdesk

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

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.
Anonymous | TrustRadius Reviewer

Usability

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

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.
Veselina Bodurova | TrustRadius Reviewer

Support Rating

Cisco Finesse

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
Arturo Lopez | TrustRadius Reviewer

Talkdesk

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.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

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
Shehzad Sidhu | TrustRadius Reviewer

Alternatives Considered

Cisco Finesse

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

Talkdesk

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.
Anthony Sieker | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

Talkdesk

  • 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.
Christopher Pash | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Cisco Finesse Editions & Modules

Additional Pricing Details

Talkdesk

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
EnterpriseContact sales team
  1. per seat/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Finesse
9.0
Talkdesk
8.4

Likelihood to Renew

Cisco Finesse
Talkdesk
8.2

Usability

Cisco Finesse
Talkdesk
9.1

Support Rating

Cisco Finesse
10.0
Talkdesk
8.6

Implementation Rating

Cisco Finesse
Talkdesk
8.5

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