What users are saying about
5 Ratings
10 Ratings
5 Ratings
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Score 7.5 out of 100
10 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Cisco Finesse

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.
Arturo Lopez | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Finesse
9.1
Zendesk Talk
6.7
Agent dashboard
Cisco Finesse
9.0
Zendesk Talk
5.3
Validate callers
Cisco Finesse
9.0
Zendesk Talk
4.2
Outbound response
Cisco Finesse
9.0
Zendesk Talk
4.6
Call forwarding
Cisco Finesse
9.0
Zendesk Talk
8.8
Click-to-call (CTC)
Cisco Finesse
8.0
Zendesk Talk
8.0
Warm transfer
Cisco Finesse
8.0
Zendesk Talk
5.6
Predictive dialing
Cisco Finesse
8.0
Zendesk Talk
Interactive voice response
Cisco Finesse
10.0
Zendesk Talk
5.0
REST APIs
Cisco Finesse
10.0
Zendesk Talk
9.0
Call scripts
Cisco Finesse
10.0
Zendesk Talk
Call tracking
Cisco Finesse
10.0
Zendesk Talk
7.9
Multichannel integration
Cisco Finesse
8.0
Zendesk Talk
7.5
CRM software integration
Cisco Finesse
10.0
Zendesk Talk
7.7

Workforce Optimization (WFO)

Cisco Finesse
9.3
Zendesk Talk
6.3
Inbound call routing
Cisco Finesse
10.0
Zendesk Talk
7.1
Omnichannel inbound routing
Cisco Finesse
8.0
Zendesk Talk
9.9
Recording
Cisco Finesse
10.0
Zendesk Talk
9.0
Quality management
Cisco Finesse
10.0
Zendesk Talk
6.5
Call analytics
Cisco Finesse
10.0
Zendesk Talk
4.2
Historical reporting
Cisco Finesse
8.0
Zendesk Talk
5.1
Live reporting
Cisco Finesse
9.0
Zendesk Talk
6.9
Customer surveys
Cisco Finesse
10.0
Zendesk Talk
3.4
Customer interaction analytics
Cisco Finesse
9.0
Zendesk Talk
4.8

Pros

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

Cisco Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | TrustRadius Reviewer

Zendesk Talk

  • 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
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

Cisco Finesse

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
Arturo Lopez | TrustRadius Reviewer

Zendesk Talk

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
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Cisco Finesse

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

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Pricing Details

Cisco Finesse

General

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

Zendesk Talk

General

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

Rating Summary

Likelihood to Recommend

Cisco Finesse
9.0
Zendesk Talk
8.0

Support Rating

Cisco Finesse
10.0
Zendesk Talk
5.4

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