Cisco Finesse vs Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Likelihood to Recommend

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.

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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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Feature Rating Comparison

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Multifunctional.
Intuitive tool.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Ease of use with interface.
Chrome extension for convenience.
Reporting.
Reliability.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Cons

Integration with third-party applications could be better.
Integration with mobile application.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Third party implementation consult
British date format and time zone in U.S. market
No one answers their 800 number on their website
Report is not easy to read
Calls that were not answered wouldn’t make it to Salesforce report

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Emily Sullivan

Database & Evaluation Manager

Wisconsin Women's Health FoundationNon-Profit Organization Management, 11-50 employees

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Support Rating

Cisco Finesse 10.0

Based on 1 answer

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

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Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0

Based on 1 answer

I have personally not used their support, but I hear from our admin that it is good.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Alternatives Considered

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Very similar. Both great products

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Richard Kersten

Corporate Account Executive

Bectran, Inc.Computer Software, 11-50 employees

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Return on Investment

Quality and effectiveness.
Utility.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.

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Simon Whight

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cisco Finesse Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Edition

Mobile	$19.99¹
Premium	$29.99¹
Advanced	$39.99¹

Per Month

Additional Pricing Details

—

Rating Summary

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Likelihood to Recommend

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Feature Rating Comparison

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

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cons

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Alternatives Considered

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Return on Investment

Cisco Finesse

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Cisco Finesse Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison