What users are saying about
25 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 25 reviews and ratings
18 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 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.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
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...]

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

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
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.
Human Resources
RepsolOil & Energy, 10,001+ employees
Zendesk Talk
- User interface
- Setup
Director of Marketing
Visage MobileWireless, 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
—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
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
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

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 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
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.

Verified User
Director in Customer Service
Logistics and Supply Chain Company, 11-50 employeesReturn 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 employeesZendesk 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.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees