Cisco Finesse

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.

Incentivized

• Provides a detailed summary of all reps available across our Global Support Team.
• Extremely user friendly.
• Integrates seamlessly with our ticketing platform.

Incentivized

• There were too many outages
• There were a number of times I would get kicked out of the system without reason
• Reports were difficult to read

Incentivized

It is easy to use, but there are outages that affect the overall customer satisfaction. There were many times when we were unable to enter the call queues or even our direct lines because the system was not functioning properly. It was extremely easy to transfer people and that was a great function of the program.

Incentivized

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

Incentivized

I have not personally reviewed any other products, however I have used Teams calling and I prefer some features of each product over the other. For example, Teams is more reliable in terms of staying logged in and not having outages; however Cisco Finesse was easier to transfer people and there were less issues with people getting disconnected during the transfer.

Incentivized

• It becomes more flexible to work with [Cisco] Finesse in terms of keep records of historical and real time data.
• Being a complex system it should have some helping manual.
• For large scale buisness using [Cisco] Finesse with all functionalities is a very good choice.