5 Ratings
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Score 7.5 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cisco Finesse

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.
Arturo Lopez | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Finesse
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Click-to-call (CTC)
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Warm transfer
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.6
Multichannel integration
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9

Workforce Optimization (WFO)

Cisco Finesse
9.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Inbound call routing
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Cisco Finesse
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Live reporting
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Customer surveys
Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

Cons

Cisco Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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
Emily Sullivan | TrustRadius Reviewer

Support Rating

Cisco Finesse

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
Arturo Lopez | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Finesse

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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.
Simon Whight | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Cisco Finesse Editions & Modules

Additional Pricing Details

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Finesse
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9

Support Rating

Cisco Finesse
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Add comparison