Cisco Finesse

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.

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.

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.

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.

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).

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.

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.

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.