Item: Cisco Finesse
Rating: 9
Author: Arturo Lopez

Use Cases and Deployment Scope

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 and Cons

Multifunctional.
Intuitive tool.

Integration with third-party applications could be better.
Integration with mobile application.

Return on Investment

Quality and effectiveness.
Utility.

Alternatives Considered

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.

Support Rating

We have hardly had any problems, but the attention provided when we need support has been very fast and effective.

Key Insights

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

Other Software Used

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

Likelihood to Recommend

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.

Finesse for a call center

Overall Satisfaction with Cisco Finesse