Overall decent, but flawed.
February 24, 2022

Overall decent, but flawed.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Finesse

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.
  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
I don't have enough knowledge to speak to this fairly.

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?

Yes

Would you buy Cisco Finesse again?

Yes

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.

Cisco Finesse Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated