Cisco Finesse

Cisco Finesse

About TrustRadius Scoring
Score 8.1 out of 100
Cisco Finesse

Overview

Recent Reviews

Manage the calls & Easy to use

9 out of 10
February 26, 2022
A simple and convenient tool to manage calls. One can easily track call records, easily add persons on conference calls, and easy to find …
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Overall decent, but flawed.

6 out of 10
February 24, 2022
We utilized Cisco Finesse after we replaced our Avaya phones. Finesse provided more utility for softphone utilization (and was just much …
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Calling made easy!

8 out of 10
May 20, 2021
Cisco Finesse is used across our entire Customer Support organization at HubSpot. It is an essential part of our business as it connects …
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Popular Features

View all 22 features

Call 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

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Video Reviews

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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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What is Genesys Cloud CX (formerly Genesys Cloud)?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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 SystemsUnspecified
Mobile ApplicationNo

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)

Ratings

Reviews

(1-8 of 8)
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Sara Estevez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
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.
John L Sandler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
To communicate with clients in less time, allowing more effective response operations to client requests, something that undoubtedly improves the quality of the service provided as well as the guarantee of continuing with the same clients. There are no features in the that I should say that the tool is not good, and that its functions are not in accordance with the requirements.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Cisco Finesse can be used if your organization has to manage a number of calls and you are managing it manually. One can easily manage their agents' status and can update them as per the need. The user interface is pretty simple and easy to use. The reports generated by the tool are pretty useful and convenient.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Cisco Finesse is a great tool for managing customer data from incoming calls. When we receive calls from customers, Cisco Finesse allows us to gather as much information as possible from the interaction and keep all of the information in an organized application. We are big fans of all of the Cisco products that we use.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
[Cisco Finesse helps] keep all the chat email and voice services in a unified system [that can] help the user to get rid of remembering different passwords for different services. The SSO enables all the application to login with a single time password to all applications. Based suited for real time data monitoring of agent in a contact centre technology environment.
May 20, 2021

Calling made easy!

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Cisco Finesse is a fantastic option for any and all companies using an inbound calling support system, as it reports directly on how long each rep is available and awaiting a call, as well as call times, and time spent "not ready." This is integral to the success of our world renowned support org.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
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.
We have hardly had any problems, but the attention provided when we need support has been very fast and effective.