What users are saying about

Cisco Finesse vs Zendesk Talk

Cisco Finesse
25 Ratings
Zendesk Talk
18 Ratings

Cisco Finesse

25 Ratings
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Score 8.1 out of 100

Based on 25 reviews and ratings

Zendesk Talk

18 Ratings
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Score 8.1 out of 100

Based on 18 reviews and ratings

Feature Set Ratings

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

Contact Center Software

8.3

Cisco Finesse

83%
6.8

Zendesk Talk

68%
Cisco Finesse ranks higher in 10/13 features
Cisco Finesse ranks higher in 10/13 features

Agent dashboard

8.4
84%
9 Ratings
5.0
50%
5 Ratings

Validate callers

8.7
87%
8 Ratings
4.0
40%
3 Ratings

Outbound response

7.9
79%
9 Ratings
5.0
50%
4 Ratings

Call forwarding

8.7
87%
8 Ratings
9.0
90%
4 Ratings

Click-to-call (CTC)

8.2
82%
6 Ratings
8.4
84%
5 Ratings

Warm transfer

8.4
84%
7 Ratings
5.6
56%
4 Ratings

Predictive dialing

8.2
82%
7 Ratings
N/A
0 Ratings

Interactive voice response

8.5
85%
6 Ratings
5.0
50%
1 Rating

REST APIs

8.1
81%
5 Ratings
9.0
90%
1 Rating

Call scripts

8.0
80%
6 Ratings
N/A
0 Ratings

Call tracking

8.4
84%
9 Ratings
7.8
78%
4 Ratings

Multichannel integration

8.5
85%
6 Ratings
7.5
75%
3 Ratings

CRM software integration

8.5
85%
6 Ratings
8.3
83%
3 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
6.3

Zendesk Talk

63%
Cisco Finesse ranks higher in 7/9 features
Cisco Finesse ranks higher in 7/9 features

Inbound call routing

8.1
81%
9 Ratings
7.4
74%
4 Ratings

Omnichannel inbound routing

7.8
78%
5 Ratings
10.0
100%
2 Ratings

Recording

8.2
82%
7 Ratings
9.2
92%
5 Ratings

Quality management

9.0
90%
7 Ratings
6.5
65%
3 Ratings

Call analytics

8.2
82%
8 Ratings
4.1
41%
4 Ratings

Historical reporting

8.5
85%
8 Ratings
5.0
50%
4 Ratings

Live reporting

8.5
85%
8 Ratings
7.0
70%
4 Ratings

Customer surveys

8.8
88%
7 Ratings
3.1
31%
2 Ratings

Customer interaction analytics

8.0
80%
6 Ratings
4.4
44%
3 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.4

Cisco Finesse

84%
9 Ratings
8.1

Zendesk Talk

81%
5 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
5.0

Zendesk Talk

50%
6 Ratings

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.

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Sara Estevez | TrustRadius Reviewer
Sara Estevez
View all 9 answers on this topic

Zendesk Talk

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.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
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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...]

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Anonymous | TrustRadius Reviewer
Verified User
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Zendesk Talk

  • 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.

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Anonymous | TrustRadius Reviewer
Verified User
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Cons

Cisco Finesse

  • Cisco Finesse is a customer service tool that provides quality service with features that fit our needs, integrating traditional functions to offer fast and efficient service to our customers from wherever they are, it is perfect and indicated.

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Oliver Torres | TrustRadius Reviewer
Oliver Torres
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Zendesk Talk

  • User interface
  • Setup

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Vincent Frisina | TrustRadius Reviewer
Vincent Frisina
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Pricing Details

Cisco Finesse

General

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

Starting Price

—

Zendesk Talk

General

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

Starting Price

—

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

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Arturo Lopez | TrustRadius Reviewer
Arturo Lopez
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Zendesk Talk

Zendesk Talk 5.0
Based on 6 answers
It did what was expected, but could have looked better. The interface seems to be lacking

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Dominic Farrow | TrustRadius Reviewer
Dominic Farrow
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Zendesk Talk

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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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Zendesk Talk

  • 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.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
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