What users are saying about
24 Ratings
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Top Rated
493 Ratings
24 Ratings
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Score 8.1 out of 100

Talkdesk

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Top Rated
493 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Talkdesk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
8.6

Talkdesk

86%
Talkdesk ranks higher in 11/13 features

Agent dashboard

8.4
84%
8 Ratings
8.6
86%
365 Ratings

Validate callers

8.7
87%
7 Ratings
8.4
84%
324 Ratings

Outbound response

7.9
79%
8 Ratings
8.6
86%
337 Ratings

Call forwarding

8.7
87%
7 Ratings
8.7
87%
327 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
8.7
87%
305 Ratings

Warm transfer

8.4
84%
6 Ratings
9.1
91%
346 Ratings

Predictive dialing

8.2
82%
6 Ratings
8.2
82%
169 Ratings

Interactive voice response

8.5
85%
5 Ratings
9.0
90%
237 Ratings

REST APIs

8.4
84%
4 Ratings
8.0
80%
196 Ratings

Call scripts

8.0
80%
5 Ratings
8.5
85%
165 Ratings

Call tracking

8.4
84%
8 Ratings
8.7
87%
337 Ratings

Multichannel integration

8.5
85%
5 Ratings
8.5
85%
250 Ratings

CRM software integration

8.5
85%
5 Ratings
8.5
85%
297 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
8.9

Talkdesk

89%
Talkdesk ranks higher in 8/9 features

Inbound call routing

8.1
81%
8 Ratings
8.9
89%
334 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
8.6
86%
239 Ratings

Recording

8.2
82%
7 Ratings
9.4
94%
357 Ratings

Quality management

9.0
90%
6 Ratings
9.0
90%
323 Ratings

Call analytics

8.2
82%
7 Ratings
8.7
87%
334 Ratings

Historical reporting

8.5
85%
7 Ratings
8.8
88%
337 Ratings

Live reporting

8.5
85%
7 Ratings
9.0
90%
334 Ratings

Customer surveys

8.8
88%
6 Ratings
8.6
86%
186 Ratings

Customer interaction analytics

8.0
80%
5 Ratings
8.7
87%
210 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Support Rating
  • Talkdesk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
8.8

Talkdesk

88%
395 Ratings

Likelihood to Renew

Cisco Finesse

N/A
0 Ratings
8.5

Talkdesk

85%
15 Ratings

Usability

Cisco Finesse

N/A
0 Ratings
9.0

Talkdesk

90%
203 Ratings

Availability

Cisco Finesse

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

Cisco Finesse

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
8.2

Talkdesk

82%
189 Ratings

In-Person Training

Cisco Finesse

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

Cisco Finesse

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

Cisco Finesse

N/A
0 Ratings
8.7

Talkdesk

87%
167 Ratings

Product Scalability

Cisco Finesse

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Likelihood to Recommend

Cisco Finesse

Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Sara Estevez | TrustRadius Reviewer

Talkdesk

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.
Anonymous | TrustRadius Reviewer

Pros

Cisco Finesse

  • 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...]
Anonymous | TrustRadius Reviewer

Talkdesk

  • Studio Academy - We / our team can self learn on how to address our own problems
  • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
  • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
Tyler Neuwirth | TrustRadius Reviewer

Cons

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | TrustRadius Reviewer

Talkdesk

  • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Starting Price

Cisco Finesse Editions & Modules

Additional Pricing Details

Talkdesk

General

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

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Likelihood to Renew

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.5
Based on 15 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 9.0
Based on 203 answers
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
Desiree Moore | TrustRadius Reviewer

Reliability and Availability

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Anonymous | TrustRadius Reviewer

Performance

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.
Ken Cohen | TrustRadius Reviewer

Support Rating

Cisco Finesse

Cisco Finesse 10.0
Based on 2 answers
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 8.2
Based on 189 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

In-Person Training

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information
Ken Cohen | TrustRadius Reviewer

Implementation Rating

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.7
Based on 167 answers
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Finesse

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.
Dominic Farrow | TrustRadius Reviewer

Talkdesk

I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
Anonymous | TrustRadius Reviewer

Scalability

Cisco Finesse

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
Anonymous | TrustRadius Reviewer

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.
Carlos A | TrustRadius Reviewer

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