Finesse for a call center
January 16, 2020

Finesse for a call center

Arturo Lopez | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Finesse

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.

Pros

  • Multifunctional.
  • Intuitive tool.

Cons

  • Integration with third-party applications could be better.
  • Integration with mobile application.
  • Quality and effectiveness.
  • Utility.
  • Cisco Unified Communications Manager (Call Manager), Cisco Unified Border Element (CUBE), Cisco 4000 Series Integrated Services Routers (ISR 4000) and Cisco Unified Contact Center
We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents.
We have hardly had any problems, but the attention provided when we need support has been very fast and effective.

Do you think Cisco Finesse delivers good value for the price?

Yes

Are you happy with Cisco Finesse's feature set?

Yes

Did Cisco Finesse live up to sales and marketing promises?

Yes

Did implementation of Cisco Finesse go as expected?

Yes

Would you buy Cisco Finesse again?

Yes

Cisco Unified Communications Manager (Call Manager), Cisco Unified Contact Center, Cisco 4000 Series Integrated Services Routers (ISR 4000), Cisco Unified Border Element (CUBE)
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.

Cisco Finesse Feature Ratings

9.1
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
8
CRM software integration
10
9.3
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
10
Historical reporting
8
Live reporting
9
Customer surveys
10
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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