Calling made easy!
May 20, 2021

Calling made easy!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Finesse

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 pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.

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

Not sure

Are you happy with Cisco Finesse's feature set?

Yes

Did Cisco Finesse live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Finesse go as expected?

I wasn't involved with the implementation phase

Would you buy Cisco Finesse again?

Yes

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.

Cisco Finesse Feature Ratings

Agent dashboard
10
Outbound response
7
Call forwarding
8
Warm transfer
8
Predictive dialing
10
Call tracking
9
CRM software integration
10
Inbound call routing
9
Recording
9
Quality management
10
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
9