Cisco Finesse vs Zendesk Talk

Likelihood to Recommend

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.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.

Read full review

Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

View all 6 answers on this topic

Feature Rating Comparison

Cisco Finesse

Zendesk Talk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Finesse

Zendesk Talk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Multifunctional.
Intuitive tool.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Call recording is a nice feature! It is great for training purposes and for quality assurance.
The metrics you get from Explore are a great insight into how the team is handling the call volumes.
Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

Read full review

Verified User

Employee in Customer Service

Computer Software Company, 51-200 employees

View all 6 answers on this topic

Cons

Integration with third-party applications could be better.
Integration with mobile application.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Call transfer should be much easier
A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
Text to speech would be awesome

Read full review

Sohaib Ahmed Khattak - PCI QIR

CENTAMAN Consultant - Jonas Operating Group

CENTAMAN SystemsComputer Software, 11-50 employees

View all 6 answers on this topic

Support Rating

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

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Zendesk Talk 5.4

Based on 6 answers

During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept

Read full review

Vincent Frisina

Director of Marketing

Visage MobileWireless, 11-50 employees

View all 6 answers on this topic

Alternatives Considered

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

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.

Read full review

Verified User

Director in Customer Service

Logistics and Supply Chain Company, 11-50 employees

View all 6 answers on this topic

Return on Investment

Quality and effectiveness.
Utility.

Read full review

Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 1 answers on this topic

A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

Read full review

Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

View all 6 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Finesse

Zendesk Talk

Cisco Finesse

Zendesk Talk

Cisco Finesse

Zendesk Talk

Likelihood to Recommend

Cisco Finesse

Zendesk Talk

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cisco Finesse

Zendesk Talk

Cons

Cisco Finesse

Zendesk Talk

Support Rating

Cisco Finesse

Zendesk Talk

Alternatives Considered

Cisco Finesse

Zendesk Talk

Return on Investment

Cisco Finesse

Zendesk Talk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison