What users are saying about
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

  • TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 12/13 features

Agent dashboard

8.4
84%
8 Ratings
9.1
91%
2 Ratings

Validate callers

8.7
87%
7 Ratings
8.6
86%
2 Ratings

Outbound response

7.9
79%
8 Ratings
10.0
100%
1 Rating

Call forwarding

8.7
87%
7 Ratings
9.5
95%
2 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
9.5
95%
2 Ratings

Warm transfer

8.4
84%
6 Ratings
9.1
91%
2 Ratings

Predictive dialing

8.2
82%
6 Ratings
10.0
100%
1 Rating

Interactive voice response

8.5
85%
5 Ratings
9.5
95%
2 Ratings

REST APIs

8.4
84%
4 Ratings
9.0
90%
1 Rating

Call scripts

8.0
80%
5 Ratings
10.0
100%
1 Rating

Call tracking

8.4
84%
8 Ratings
8.5
85%
2 Ratings

Multichannel integration

8.5
85%
5 Ratings
10.0
100%
1 Rating

CRM software integration

8.5
85%
5 Ratings
10.0
100%
1 Rating

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 9/9 features

Inbound call routing

8.1
81%
8 Ratings
9.5
95%
2 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
10.0
100%
1 Rating

Recording

8.2
82%
7 Ratings
9.1
91%
2 Ratings

Quality management

9.0
90%
6 Ratings
9.1
91%
2 Ratings

Call analytics

8.2
82%
7 Ratings
9.1
91%
2 Ratings

Historical reporting

8.5
85%
7 Ratings
9.1
91%
2 Ratings

Live reporting

8.5
85%
7 Ratings
10.0
100%
1 Rating

Customer surveys

8.8
88%
6 Ratings
10.0
100%
1 Rating

Customer interaction analytics

8.0
80%
5 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
9.1

TELUS Cloud Contact Center (TC3)

91%
2 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 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

TELUS Cloud Contact Center (TC3)

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
Sayed Manzar Hassan | 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

TELUS Cloud Contact Center (TC3)

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
Anonymous | 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

TELUS Cloud Contact Center (TC3)

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
Sayed Manzar Hassan | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Starting Price

TELUS Cloud Contact Center (TC3)

General

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

Starting Price

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

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

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

TELUS Cloud Contact Center (TC3)

Shaw Smart Voice
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

TELUS Cloud Contact Center (TC3)

  • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
  • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
  • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
Sayed Manzar Hassan | TrustRadius Reviewer

Add comparison