Cisco Finesse
24 Ratings
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
55 Ratings

Cisco Finesse

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

Based on 24 reviews and ratings

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

55 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 5.3 out of 100

Based on 55 reviews and ratings

Feature Set Ratings

  • Cisco Finesse ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
6.1

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

61%
Cisco Finesse ranks higher in 11/13 features
Cisco Finesse ranks higher in 11/13 features

Agent dashboard

8.4
84%
8 Ratings
3.0
30%
2 Ratings

Validate callers

8.7
87%
7 Ratings
8.2
82%
3 Ratings

Outbound response

7.9
79%
8 Ratings
3.0
30%
2 Ratings

Call forwarding

8.7
87%
7 Ratings
3.7
37%
3 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
7.3
73%
4 Ratings

Warm transfer

8.4
84%
6 Ratings
5.5
55%
4 Ratings

Predictive dialing

8.2
82%
6 Ratings
9.0
90%
1 Rating

Interactive voice response

8.5
85%
5 Ratings
5.0
50%
3 Ratings

REST APIs

8.4
84%
4 Ratings
8.0
80%
2 Ratings

Call scripts

8.0
80%
5 Ratings
8.0
80%
1 Rating

Call tracking

8.4
84%
8 Ratings
2.0
20%
3 Ratings

Multichannel integration

8.5
85%
5 Ratings
10.0
100%
1 Rating

CRM software integration

8.5
85%
5 Ratings
7.3
73%
4 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
6.8

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

68%
Cisco Finesse ranks higher in 6/9 features
Cisco Finesse ranks higher in 6/9 features

Inbound call routing

8.1
81%
8 Ratings
7.3
73%
3 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
10.0
100%
2 Ratings

Recording

8.2
82%
7 Ratings
4.6
46%
4 Ratings

Quality management

9.0
90%
6 Ratings
5.5
55%
3 Ratings

Call analytics

8.2
82%
7 Ratings
4.6
46%
3 Ratings

Historical reporting

8.5
85%
7 Ratings
4.6
46%
4 Ratings

Live reporting

8.5
85%
7 Ratings
4.6
46%
4 Ratings

Customer surveys

8.8
88%
6 Ratings
10.0
100%
2 Ratings

Customer interaction analytics

8.0
80%
5 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Likelihood to Recommend
  • Cisco Finesse and Vonage Contact Center for Salesforce (formerly NewVoiceMedia) are tied in 1 area: Support Rating

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
2.7

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

27%
6 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
10.0

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

100%
1 Rating

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.

Read full review

Sara Estevez | TrustRadius Reviewer
Sara Estevez
View all 8 answers on this topic

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for

Read full review

Anonymous | TrustRadius Reviewer
Verified User
View all 6 answers on this topic

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...]

Read full review

Anonymous | TrustRadius Reviewer
Verified User
View all 8 answers on this topic

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.

Read full review

Anonymous | TrustRadius Reviewer
Verified User
View all 6 answers on this topic

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.

Read full review

Sara Estevez | TrustRadius Reviewer
Sara Estevez
View all 8 answers on this topic

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

Read full review

Emily Sullivan | TrustRadius Reviewer
Emily Sullivan
View all 6 answers on this topic

Pricing 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
—

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Starting Price

$0 Contact sales team

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

Edition
EssentialsContact sales team1
SelectContact sales team1
ExpressContact sales team1
PremiumContact sales team1
  1. Contact sales team
Additional Pricing Details
—

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

Read full review

Arturo Lopez | TrustRadius Reviewer
Arturo Lopez
View all 2 answers on this topic

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.

Read full review

Anonymous | TrustRadius Reviewer
Verified User
View all 1 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.

Read full review

Dominic Farrow | TrustRadius Reviewer
Dominic Farrow
View all 8 answers on this topic

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce.Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.

Read full review

Simon Whight | TrustRadius Reviewer
Simon Whight
View all 6 answers on this topic

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.

Read full review

Anonymous | TrustRadius Reviewer
Verified User
View all 8 answers on this topic

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool

Read full review

Richard Kersten | TrustRadius Reviewer
Richard Kersten
View all 6 answers on this topic

Add comparison