Cisco Finesse Reviews & Insights

Cisco Finesse was used in our organization as the platform for which all of our phone calls were taken. We used the phone system for both incoming calls and transfers. There were a number of queues that our company had set up within the system as well so that we were able to make transfers that were capable of being answered by a group of people.

Cisco Finesse is well suited for a company that needs a phone system that is capable of splitting users into queues for answering the phone and also being able to tell whether or not employees are logged in and ready to receive calls.

It helps us communicate closely with customers, something that undoubtedly helps us with sales and also increases profits because remote communication in these times has been on the rise and this tool has helped us achieve our goals professionally and with the scope we seek as an organization.

To communicate with clients in less time, allowing more effective response operations to client requests, something that undoubtedly improves the quality of the service provided as well as the guarantee of continuing with the same clients. There are no features in the that I should say that the tool is not good, and that its functions are not in accordance with the requirements.

We use Cisco Finesse for managing all of the data from all of the incoming calls that we receive from customers throughout the week. Cisco Finesse allows us to gather as much information as possible from every interaction and also maintain an organized way to access the data gathered from each call.

Cisco Finesse is a great tool for managing customer data from incoming calls. When we receive calls from customers, Cisco Finesse allows us to gather as much information as possible from the interaction and keep all of the information in an organized application. We are big fans of all of the Cisco products that we use.

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).

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 helps me to create agent and supervisor in contact centre technology, based on the skill group agent and supervisors [which] are being categorized. [It] helps us to set up a systematic approach for agent and supervisor where agents are created for the unified system where all the facilities like chat, email, and voice can be accessed. The difference between a agent and a supervisor is that agent is the person who takes the call chat and email where the supervisor is one who is responsible for monitoring a team, so the supervisor can be added to many teams. [The] supervisor can supervise many times based up which team the supervisor is added to a supervisor can have access to multiple teams.

[Cisco Finesse helps] keep all the chat email and voice services in a unified system [that can] help the user to get rid of remembering different passwords for different services. The SSO enables all the application to login with a single time password to all applications. Based suited for real time data monitoring of agent in a contact centre technology environment.

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.

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.

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.

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.