Cisco Finesse vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 6.8 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 8.1 out of 10
N/A
Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
$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 Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Offerings
Pricing Offerings
Cisco FinesseTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing is based on a 3 year commitment to these editions.
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.
Features
Cisco FinesseTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
7.5
7 Ratings
10% below category average
Talkdesk
8.0
479 Ratings
4% below category average
Agent dashboard8.06 Ratings8.0459 Ratings
Validate callers8.75 Ratings8.0403 Ratings
Outbound response5.07 Ratings8.2421 Ratings
Call forwarding5.06 Ratings7.9412 Ratings
Click-to-call (CTC)8.93 Ratings8.6381 Ratings
Warm transfer5.05 Ratings8.9433 Ratings
Predictive dialing8.04 Ratings8.6223 Ratings
Interactive voice response8.03 Ratings8.2307 Ratings
REST APIs8.02 Ratings7.5242 Ratings
Call scripts8.03 Ratings7.4217 Ratings
Call tracking8.36 Ratings8.5427 Ratings
Multichannel integration8.93 Ratings6.9313 Ratings
CRM software integration8.13 Ratings7.3369 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
6.1
7 Ratings
29% below category average
Talkdesk
8.5
465 Ratings
4% above category average
Inbound call routing6.07 Ratings8.6425 Ratings
Omnichannel inbound routing7.73 Ratings8.2308 Ratings
Recording7.95 Ratings9.0449 Ratings
Quality management5.05 Ratings8.9407 Ratings
Call analytics6.06 Ratings8.5422 Ratings
Historical reporting4.06 Ratings8.3429 Ratings
Live reporting2.06 Ratings8.4422 Ratings
Customer surveys8.74 Ratings7.9235 Ratings
Customer interaction analytics7.33 Ratings8.4270 Ratings
Best Alternatives
Cisco FinesseTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseTalkdesk
Likelihood to Recommend
5.0
(7 ratings)
7.8
(487 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(37 ratings)
Usability
5.0
(1 ratings)
8.2
(303 ratings)
Availability
-
(0 ratings)
9.9
(7 ratings)
Performance
-
(0 ratings)
10.0
(7 ratings)
Support Rating
10.0
(1 ratings)
7.3
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.8
(5 ratings)
Implementation Rating
-
(0 ratings)
7.1
(220 ratings)
Configurability
-
(0 ratings)
10.0
(7 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
9.2
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.2
(3 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
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
Read full review
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
Talkdesk
  • Receives calls immediately and connects well.
  • Making outbound calls and having Talkdesk display the name associated with the number.
  • Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
  • Being able to check on colleagues on whether they are available.
  • Able to track your work for the day, the amount of calls you made and received.
  • Being able to check your Daily and monthly score from QA.
Read full review
Cons
Cisco
  • There were too many outages
  • There were a number of times I would get kicked out of the system without reason
  • Reports were difficult to read
Read full review
Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
Read full review
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
It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.
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Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
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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.
Read full review
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
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
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Online Training
Cisco
No answers on this topic
Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
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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.
Read full review
Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
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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
  • The capability to deploy multiple Customer Satisfaction (CSAT) questions has proven beneficial. Our Key Performance Indicator (KPI) is linked to the experience with the agent as opposed to the overall experience. Since we implemented this change, we have observed an improvement in our CSAT scores
  • We have optimized the Interactive Voice Response (IVR) options to deliver a robust user experience that minimizes dependency on human agents and reduces our inbound calls
Read full review
ScreenShots

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.