Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 6.9 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
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
Cisco FinesseWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco FinesseWebex Contact Center
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 FinesseWebex Contact Center
Considered Both Products
Cisco Finesse

No answer on this topic

Webex Contact Center
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Features
Cisco FinesseWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
7.5
7 Ratings
10% below category average
Webex Contact Center
8.1
41 Ratings
2% below category average
Agent dashboard8.06 Ratings9.039 Ratings
Validate callers8.75 Ratings8.537 Ratings
Outbound response5.07 Ratings7.032 Ratings
Call forwarding5.06 Ratings8.938 Ratings
Click-to-call (CTC)8.93 Ratings8.535 Ratings
Warm transfer5.05 Ratings8.638 Ratings
Predictive dialing8.04 Ratings6.125 Ratings
Interactive voice response8.03 Ratings8.134 Ratings
REST APIs8.02 Ratings8.334 Ratings
Call scripts8.03 Ratings8.834 Ratings
Call tracking8.36 Ratings8.537 Ratings
Multichannel integration8.93 Ratings8.336 Ratings
CRM software integration8.13 Ratings7.636 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
6.1
7 Ratings
29% below category average
Webex Contact Center
8.1
37 Ratings
1% below category average
Inbound call routing6.07 Ratings8.335 Ratings
Omnichannel inbound routing7.73 Ratings8.033 Ratings
Recording7.95 Ratings8.935 Ratings
Quality management5.05 Ratings8.531 Ratings
Call analytics6.06 Ratings7.832 Ratings
Historical reporting4.06 Ratings8.335 Ratings
Live reporting2.06 Ratings8.135 Ratings
Customer surveys8.74 Ratings7.533 Ratings
Customer interaction analytics7.33 Ratings7.229 Ratings
Best Alternatives
Cisco FinesseWebex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco FinesseWebex Contact Center
Likelihood to Recommend
5.0
(7 ratings)
8.6
(42 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(2 ratings)
Usability
5.0
(1 ratings)
8.1
(18 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco FinesseWebex Contact Center
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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Cisco
It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.
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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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Cisco
  • Easy to setup a flow and managing it and make changes without impacting the production system
  • Great analyzer that gives detailed information
  • Provide social channels to reach all the customers regardless of age and social groups
  • Easy to SMS and have communication for customers on the go
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Cons
Cisco
  • There were too many outages
  • There were a number of times I would get kicked out of the system without reason
  • Reports were difficult to read
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Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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Likelihood to Renew
Cisco
No answers on this topic
Cisco
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
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Usability
Cisco
It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.
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Cisco
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
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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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Cisco
No answers on this topic
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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Cisco
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
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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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Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view