What users are saying about
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
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.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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

Verified User
Manager in Information Technology
Leisure, Travel & Tourism Company, 10,001+ employeesPros
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...]

Verified User
Engineer in Information Technology
Information Technology & Services Company, 10,001+ employeesVonage 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.

Verified User
Employee in Marketing
Marketing and Advertising Company, 51-200 employeesCons
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.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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
Database & Evaluation Manager
Wisconsin Women's Health FoundationNon-Profit Organization Management, 11-50 employees
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
Essentials | Contact sales team1 |
---|---|
Select | Contact sales team1 |
Express | Contact sales team1 |
Premium | Contact sales team1 |
- 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
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
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.

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employeesAlternatives 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.
Graphic Designer
BlkmarketDesign, 1-10 employees
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.
Senior Salesforce CRM Analyst
Citation Professional SolutionsLegal Services, 201-500 employees
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.

Verified User
Contributor in Other
Transportation/Trucking/Railroad Company, 201-500 employeesVonage 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
Corporate Account Executive
Bectran, Inc.Computer Software, 11-50 employees