Cisco Finesse vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.1 out of 10
N/A
Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.N/A
Vonage Contact Center for Salesforce
Score 8.7 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Cisco FinesseVonage Contact Center for Salesforce
Editions & Modules
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Essentials
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Express
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Premium
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Offerings
Pricing Offerings
Cisco FinesseVonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco FinesseVonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Cisco FinesseVonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
8.4
6 Ratings
0% below category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
34% below category average
Agent dashboard8.06 Ratings3.02 Ratings
Validate callers8.75 Ratings8.03 Ratings
Outbound response8.16 Ratings3.02 Ratings
Call forwarding9.15 Ratings3.13 Ratings
Click-to-call (CTC)9.03 Ratings7.04 Ratings
Warm transfer8.94 Ratings5.14 Ratings
Predictive dialing7.94 Ratings9.01 Ratings
Interactive voice response8.03 Ratings5.03 Ratings
REST APIs8.02 Ratings8.02 Ratings
Call scripts8.03 Ratings8.01 Ratings
Call tracking8.36 Ratings2.03 Ratings
Multichannel integration9.03 Ratings10.01 Ratings
CRM software integration8.13 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
8.3
6 Ratings
1% below category average
Vonage Contact Center for Salesforce
6.5
4 Ratings
25% below category average
Inbound call routing8.16 Ratings7.03 Ratings
Omnichannel inbound routing7.63 Ratings10.02 Ratings
Recording7.85 Ratings4.14 Ratings
Quality management9.04 Ratings5.13 Ratings
Call analytics8.35 Ratings4.13 Ratings
Historical reporting8.95 Ratings4.14 Ratings
Live reporting8.65 Ratings4.14 Ratings
Customer surveys8.84 Ratings10.02 Ratings
Customer interaction analytics7.43 Ratings10.02 Ratings
Best Alternatives
Cisco FinesseVonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseVonage Contact Center for Salesforce
Likelihood to Recommend
8.5
(6 ratings)
2.1
(6 ratings)
Support Rating
10.0
(2 ratings)
10.0
(1 ratings)
User Testimonials
Cisco FinesseVonage Contact Center for Salesforce
Likelihood to Recommend
Cisco
I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
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Vonage
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
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Pros
Cisco
  • 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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Vonage
  • 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.
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Cons
Cisco
  • While adding skill group to the agent a direct find and assign button should be there.
  • In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
  • User interface can be improvised.
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Vonage
  • 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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Support Rating
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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Alternatives Considered
Cisco
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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Vonage
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.
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Return on Investment
Cisco
  • Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.
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Vonage
  • 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
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