What users are saying about
24 Ratings
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Based on 24 reviews and ratings
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
Based on 493 reviews and ratings
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
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
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.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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.

Verified User
Account Manager in Sales
Hospitality Company, 10,001+ employeesPros
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...]

Verified User
Engineer in Information Technology
Information Technology & Services Company, 10,001+ employeesTalkdesk
- 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
Senior Support Associate
FORMEHealth, Wellness and Fitness, 51-200 employees
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.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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.

Verified User
Administrator in Information Technology
Banking Company, 501-1000 employeesPricing 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 |
Enterprise | Contact sales team |
- per seat/per month
- 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.

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employeesUsability
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.
Royalty Relations Advisor
BPX EnergyOil & Energy, 10,001+ employees
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.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesPerformance
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.
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
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
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
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.
Director of Client Success
GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees
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.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesOnline 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
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
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.

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employeesAlternatives 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.
Graphic Designer
BlkmarketDesign, 1-10 employees
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.

Verified User
Manager in Quality Assurance
E-Learning Company, 1001-5000 employeesScalability
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.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesReturn 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.

Verified User
Contributor in Other
Transportation/Trucking/Railroad Company, 201-500 employeesTalkdesk
- 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.
Training and Quality Manager
ClearlyRetail, 51-200 employees