Cisco Finesse
Cisco Finesse
Overview
Recent Reviews
Popular Features
View all 22 featuresCall tracking (8)
8.4
84%
Agent dashboard (8)
8.4
84%
Inbound call routing (8)
8.1
81%
Outbound response (8)
7.9
79%
Reviewer Pros & Cons
View all pros & cons
- Cisco Finesse helps me deliver fast, efficient, and transparent customer service and deliver accurate work in record time resulting in happy and loyal...
- Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact cen...
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Pricing
View all pricingEntry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
Features Scorecard
Contact Center Software
8.4
84%
Workforce Optimization (WFO)
8.3
83%
Product Details
What is Cisco Finesse?
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.
Cisco Finesse Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Comparisons
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Frequently Asked Questions
What is Cisco Finesse?
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.
What is Cisco Finesse's best feature?
Reviewers rate Quality management highest, with a score of 9.
Who uses Cisco Finesse?
The most common users of Cisco Finesse are from Mid-sized Companies (51-1,000 employees) and the Government Administration industry.
Reviews and Ratings
(24)
Reviews
(1-8 of 8)- Popular Filters
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Cisco Finesse is a customer service software that offers a next-generation collaboration with a robust interface and excellent options to improve the experience of our customers and obtain maximum satisfaction by providing a connected digital experience, a tool rich in capabilities that are at our disposal. The layout is an advantage when searching for information quickly, responding to clients promptly, and moving work forward effectively, it provides the ease of collaborating through an intuitive, secure, and easy-to-use desktop.
- Cisco Finesse improves agent performance and customer satisfaction, is an online service that offers excellent features to provide quality customer service, helps handle inquiries from potential customers every day without complexity with total security and speed, is a platform that helps in decision-making and development of activities, saving customers waiting time, it is a perfect personalized desktop work environment.
- Cisco Finesse helps me deliver fast, efficient, and transparent customer service and deliver accurate work in record time resulting in happy and loyal customers. It is a platform that has marked a before and after in our organization thanks to Cisco Finesse our customers are pleased and sales have increased.
- Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
March 09, 2022
Customer Communication Experience Improvement System
It helps us communicate closely with customers, something that undoubtedly helps us with sales and also increases profits because remote communication in these times has been on the rise and this tool has helped us achieve our goals professionally and with the scope we seek as an organization.
- Contact with customers on a larger scale
- Effective communication
- Shared calls
- Access to video calls
- I have no problems.
- It has worked for me.
February 26, 2022
Manage the calls & Easy to use
A simple and convenient tool to manage calls. One can easily track call records, easily add persons on conference calls, and easy to find person extensions. The call quality is good and distortion is something less. We rarely faced any issues, specifically while connecting from home. It makes our job easy and resources can be utilized in other activities.
- Add person in call.
- Create conference calls easily.
- Easy to use.
- Sometimes it hangs up & crashes.
- Couple of times the connection is slow.
February 25, 2022
Easy to use, simple to implement.
We use Cisco Finesse for managing all of the data from all of the incoming calls that we receive from customers throughout the week. Cisco Finesse allows us to gather as much information as possible from every interaction and also maintain an organized way to access the data gathered from each call.
- Call logging
- Customer tracking
- Clean client desktop
- Better training
- Easier to read UI
- Simplify note section
February 24, 2022
Overall decent, but flawed.
We utilized Cisco Finesse after we replaced our Avaya phones. Finesse provided more utility for softphone utilization (and was just much more modern than our previous option). Implementation and rollout went fairly well and we did train each individual employee to facilitate the process. We had a variety of teams and departments with varying call volumes (a handful per week vs hundreds per day).
- Softphone integration.
- Hold/transfer features.
- Queue dashboards.
- Frequent crashing.
- Directory navigation.
January 11, 2022
Quality service is always top priority for Cisco
Cisco Finesse helps me to create agent and supervisor in contact centre technology, based on the skill group agent and supervisors [which] are being categorized. [It] helps us to set up a systematic approach for agent and supervisor where agents are created for the unified system where all the facilities like chat, email, and voice can be accessed. The difference between a agent and a supervisor is that agent is the person who takes the call chat and email where the supervisor is one who is responsible for monitoring a team, so the supervisor can be added to many teams. [The] supervisor can supervise many times based up which team the supervisor is added to a supervisor can have access to multiple teams.
- 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...]
- While adding skill group to the agent a direct find and assign button should be there.
- In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
- User interface can be improvised.
May 20, 2021
Calling made easy!
Cisco Finesse is used across our entire Customer Support organization at HubSpot. It is an essential part of our business as it connects customers reaching out to us via our inbound phone line with awaiting Customer Support Reps eager to help them solve their issue. As a Team Lead I onboard newly hired Customer Support Reps to their phone training and assist them in this process.
- Provides a detailed summary of all reps available across our Global Support Team.
- Extremely user friendly.
- Integrates seamlessly with our ticketing platform.
- A bit buggy at times, will set reps to unavailable unknowingly.
January 16, 2020
Finesse for a call center
It is a work tool that we have for our sales department, since it is a sales call center, and it helps us to log our agents and interoperability with customers.
- Multifunctional.
- Intuitive tool.
- Integration with third-party applications could be better.
- Integration with mobile application.