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Cisco Finesse

Score5.7 out of 10

26 Reviews and Ratings

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What is Cisco Finesse?

Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Cisco Finesse has to offer, as determined by TrustRadius' reviewers.
Based on 26 ratings of Cisco Finesse's features
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Top Performing Features

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.7

  • Multichannel integration

    Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

    Category average: 8.3

  • Validate callers

    Authenticates inbound callers with a customer ID.

    Category average: 8.8

Areas for Improvement

  • Quality management

    Ability to monitor conversation content, administer evaluations, establish policies etc..

    Category average: 8.6

  • Historical reporting

    Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

    Category average: 8.5

  • Live reporting

    Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

    Category average: 8.6

Most Frequent Users

Top 3 industries using Cisco Finesse.
Based on HG Insights installation data
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#1 most frequent

Health Care and Social Assistance

18.0%

136 installations of 757

#2 most frequent

Finance and Insurance

13.6%

103 installations of 757

#3 most frequent

Professional, Scientific, and Technical Services

12.5%

95 installations of 757

Reviews

What users are saying about Cisco Finesse.
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Cisco Finesse Review

Incentivized
Verified User
Employee in Sales (201-500 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Ease of understanding
  • Ease of transfers
  • Ease of determining if you are in ready mode

Cons

  • 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

Usability

Other Software Used

Microsoft Teams, HubSpot CRM, Salesforce Data Cloud

Easy to use, simple to implement.

Incentivized
Dominic Farrow
Graphic Designer in Corporate at Blkmarket (1-10 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Call logging
  • Customer tracking
  • Clean client desktop

Cons

  • Better training
  • Easier to read UI
  • Simplify note section

Return on Investment

  • Organized data
  • Quicker access to information
  • Easy to use program saves us time

Alternatives Considered

Dialpad Talk

Other Software Used

DaVinci Resolve, Ableton Live, Adobe PhotoShop

Customer Communication Experience Improvement System

John L SandlerView profile
Marketing Project Management Specialist in Marketing at PwC Canada (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Contact with customers on a larger scale
  • Effective communication
  • Shared calls

Cons

  • Access to video calls
  • I have no problems.
  • It has worked for me.

Return on Investment

  • Customer increase
  • Care in less time
  • Functional and flexible

Alternatives Considered

UserZoom

Other Software Used

Zoom, Zoho Backstage, Vena

Finesse for a call center

Incentivized
Arturo Lopez
Ingeniero in Information Technology at Intelligent Networks For Critical Business (51-200 employees employees)

Pros

  • Multifunctional.
  • Intuitive tool.

Cons

  • 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

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)

Overall decent, but flawed.

Incentivized
Verified User
Contributor (201-500 employees employees)

Use Cases and Deployment Scope

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).

Pros

  • Softphone integration.
  • Hold/transfer features.
  • Queue dashboards.

Cons

  • Frequent crashing.
  • Directory navigation.

Return on Investment

  • 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.

Other Software Used

UKG Ready, SAP SuccessFactors, SAP Litmos, Postman, Microsoft Teams