Cisco Finesse vs VirtualPBX

What users are saying about

Score 8.1 out of 10

Based on 24 reviews and ratings

Score 8.7 out of 10

Based on 6 reviews and ratings

Feature Set Ratings

Contact Center Software

8.4

Cisco Finesse

84%

VirtualPBX

Feature Set Not Supported

N/A

Cisco Finesse ranks higher in 13/13 features

Agent dashboard

8.4

84%

8 Ratings

N/A

0 Ratings

Validate callers

8.7

87%

7 Ratings

N/A

0 Ratings

Outbound response

7.9

79%

8 Ratings

N/A

0 Ratings

Call forwarding

8.7

87%

7 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.2

82%

5 Ratings

N/A

0 Ratings

Warm transfer

8.4

84%

6 Ratings

N/A

0 Ratings

Predictive dialing

8.2

82%

6 Ratings

N/A

0 Ratings

Interactive voice response

8.5

85%

5 Ratings

N/A

0 Ratings

REST APIs

8.4

84%

4 Ratings

N/A

0 Ratings

Call scripts

8.0

80%

5 Ratings

N/A

0 Ratings

Call tracking

8.4

84%

8 Ratings

N/A

0 Ratings

Multichannel integration

8.5

85%

5 Ratings

N/A

0 Ratings

CRM software integration

8.5

85%

5 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%

VirtualPBX

Feature Set Not Supported

N/A

Cisco Finesse ranks higher in 9/9 features

Inbound call routing

8.1

81%

8 Ratings

N/A

0 Ratings

Omnichannel inbound routing

7.7

77%

4 Ratings

N/A

0 Ratings

Recording

8.2

82%

7 Ratings

N/A

0 Ratings

Quality management

9.0

90%

6 Ratings

N/A

0 Ratings

Call analytics

8.2

82%

7 Ratings

N/A

0 Ratings

Historical reporting

8.5

85%

7 Ratings

N/A

0 Ratings

Live reporting

8.5

85%

7 Ratings

N/A

0 Ratings

Customer surveys

8.8

88%

6 Ratings

N/A

0 Ratings

Customer interaction analytics

8.0

80%

5 Ratings

N/A

0 Ratings

Cloud PBX

Cisco Finesse

Feature Set Not Supported

N/A

9.4

VirtualPBX

94%

VirtualPBX ranks higher in 5/5 features

Hosted PBX

N/A

0 Ratings

9.0

90%

1 Rating

Multi-level Interactive Voice Response (IVR)

N/A

0 Ratings

9.0

90%

1 Rating

User templates

N/A

0 Ratings

10.0

100%

1 Rating

Call reports

N/A

0 Ratings

9.0

90%

1 Rating

Directory of employee names

N/A

0 Ratings

10.0

100%

1 Rating

Call Management

Cisco Finesse

Feature Set Not Supported

N/A

9.4

VirtualPBX

94%

VirtualPBX ranks higher in 5/5 features

Answering rules

N/A

0 Ratings

10.0

100%

1 Rating

Call recording

N/A

0 Ratings

10.0

100%

1 Rating

Call park

N/A

0 Ratings

9.0

90%

1 Rating

Call screening

N/A

0 Ratings

9.0

90%

1 Rating

Message alerts

N/A

0 Ratings

9.0

90%

1 Rating

VoIP system collaboration

Cisco Finesse

Feature Set Not Supported

N/A

9.8

VirtualPBX

98%

VirtualPBX ranks higher in 4/4 features

Video conferencing

N/A

0 Ratings

10.0

100%

1 Rating

Audio conferencing

N/A

0 Ratings

10.0

100%

1 Rating

Video screen sharing

N/A

0 Ratings

9.0

90%

1 Rating

Instant messaging

N/A

0 Ratings

10.0

100%

1 Rating

Mobile apps

Cisco Finesse

Feature Set Not Supported

N/A

9.0

VirtualPBX

90%

VirtualPBX ranks higher in 2/2 features

Mobile app for iOS

N/A

0 Ratings

9.0

90%

1 Rating

Mobile app for Android

N/A

0 Ratings

9.0

90%

1 Rating

Attribute Ratings

VirtualPBX is rated higher in 1 area: Likelihood to Recommend

Cisco Finesse

84%

8 Ratings

10.0

VirtualPBX

100%

3 Ratings

Cisco Finesse

N/A

0 Ratings

10.0

VirtualPBX

100%

1 Rating

Cisco Finesse

100%

2 Ratings

VirtualPBX

N/A

0 Ratings

Pros

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...]

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 10,001+ employees

View all 8 answers on this topic

Customizable auto attendant
Reliability
Personalized phone conferencing

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

View all 3 answers on this topic

Cons

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.

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Sara Estevez

Human Resources Positions

TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees

View all 8 answers on this topic

Integration of the application and virtual management features in that area such as High Availability

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Verified User

Engineer in Engineering

Telecommunications Company, 10,001+ employees

View all 3 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Cisco Finesse Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Optional

Starting Price

$14.99 per month

VirtualPBX Editions & Modules

Edition

Flex	$14.99¹
Essentials	$19.99¹
Advanced	$24.99¹
Enterprise	$36.99¹
300 Minutes	$29.99²
500 Minutes	$39.99²
1000 Minutes	$49.99²

per user, per month
per month (unlimited users)

Additional Pricing Details

—

Likelihood to Renew

No score

No answers yet

No answers on this topic

VirtualPBX 10.0

Based on 1 answer

Once it works and has retain ROI.....keep it going

Read full review

Verified User

Engineer in Engineering

Telecommunications Company, 10,001+ employees

View all 1 answers on this topic

Support Rating

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

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 2 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Dominic Farrow

Graphic Designer

BlkmarketDesign, 1-10 employees

View all 8 answers on this topic

Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

View all 3 answers on this topic

Return on Investment

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.

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Verified User

Contributor in Other

Transportation/Trucking/Railroad Company, 201-500 employees

View all 8 answers on this topic

We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.

Read full review

Richard Jassel

Maintenance Team Manager

Eastman Chemical CompanyChemicals, 10,001+ employees

View all 3 answers on this topic

Cisco Finesse

VirtualPBX

Cisco Finesse

VirtualPBX

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Finesse

VirtualPBX

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Finesse

VirtualPBX

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

Cisco Finesse

VirtualPBX

Answering rules

Call recording

Call park

Call screening

Message alerts

Cisco Finesse

VirtualPBX

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

Cisco Finesse

VirtualPBX

Mobile app for iOS

Mobile app for Android

Cisco Finesse

VirtualPBX

Cisco Finesse

VirtualPBX

Cisco Finesse

VirtualPBX

Likelihood to Recommend

Cisco Finesse

VirtualPBX

Pros

Cisco Finesse

VirtualPBX

Cons

Cisco Finesse

VirtualPBX

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Cisco Finesse Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services