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Cisco Finesse description
Cisco Finesse is a call center software solution designed to improve both customer and employee experiences. It offers features like call transferring, real-time employee coaching within the system, internal communication channels, and performance tracking with analytics. Cisco Finesse integrates with other Cisco products to create a seamless flow of information between systems.
Who is Cisco Finesse best for
Cisco Finesse is a call center solution designed to elevate both customer and agent experiences. Users praise its intuitive interface, seamless integration with other Cisco products, and real-time performance tracking. However, some users have reported connection issues and limited customization options. Ideal for small to medium-sized businesses in IT seeking improved call center operations.
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Best for small to medium businesses (1-100 employees) in IT looking to enhance customer service and call center operations.
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Particularly well-suited for the software, IT, and telecommunications industry.
Cisco Finesse features
| Supported Cisco Finesse allows seamless call transfers between agents. |
| Supported Supervisors can coach agents in real-time within the Cisco Finesse system. |
| Supported Cisco Finesse has built-in tools for internal communication. |
| Supported The system tracks key metrics and provides analytics for performance evaluation. |
| Supported Cisco Finesse integrates seamlessly with other Cisco solutions. |
Cisco Finesse reviews
We've summarised 32 Cisco Finesse reviews (Cisco Finesse Capterra reviews and Cisco Finesse G2 reviews) and summarised the main points below.
- User-friendly interface praised for ease of use and navigation.
- Seamless integration with other Cisco products and applications like Salesforce.
- Real-time call monitoring, reporting, and agent performance tracking are valuable features.
- Provides a web-based desktop, enabling flexible access and management.
- Facilitates efficient call routing, transferring, and internal communication.
- Occasional connection drops and disconnections can disrupt workflows.
- Some users report system compatibility issues and require thorough training.
- Syncing issues between Finesse and CAD can cause delays up to 24 hours.
- Limited customization options for certain features.
- Web server issues and slow reconnection times can be problematic.
Cisco Finesse alternatives
FrontBetter for managing multiple communication channels like email, chat, and social media in one place. More suitable for businesses of all sizes and various industries seeking streamlined customer support and team collaboration. Has more momentum currently.Read more
ConfluenceBetter for project documentation and knowledge sharing. More suitable for teams across various industries needing a central knowledge hub.Read more
ChameleonBetter for SaaS companies focused on user onboarding and in-app guidance. More suitable for Finance, Banking & Insurance, E-commerce, Retail, Real Estate & Construction, Hospitality & Tourism, Software, IT & Telecommunications, Legal, and Non-profit & Government.Read more
NobelBiz OMNI+Better for larger companies and multi-channel communication (voice, email, SMS, social media).Read more
Salesforce Service CloudBetter for larger organizations and B2B/B2C companies seeking AI-powered automation and broader integrations. Offers a more comprehensive feature set, including self-service portals and robust case management. Salesforce Service Cloud is a strong Cisco Finesse competitor and alternative.Read more
Cisco Finesse FAQ
What is Cisco Finesse and what does Cisco Finesse do?
Cisco Finesse is a contact center software solution that streamlines agent workflows and enhances customer experiences. It offers features such as call transferring, real-time coaching, internal communication tools, and performance tracking with analytics. Cisco Finesse integrates with other Cisco products for seamless information flow.
How does Cisco Finesse integrate with other tools?
Cisco Finesse integrates seamlessly with other Cisco products, creating a unified communication environment. It also integrates with CRM platforms like Salesforce, enhancing agent efficiency with streamlined access to customer data.
What the main competitors of Cisco Finesse?
Top alternatives to Cisco Finesse include Salesforce Service Cloud, NobelBiz OMNI+, and Front. These competitors offer similar features such as call handling, team management, and multi-channel communication tools. They also provide robust analytics and integrations to enhance customer service operations.
Is Cisco Finesse legit?
Yes, Cisco Finesse is a legitimate call center software solution. It's known for its user-friendly interface and integration with other Cisco products. However, some users have reported connection issues and limited customization options.
How much does Cisco Finesse cost?
I cannot find pricing details for Cisco Finesse. Contact Cisco directly to get a customized quote based on your specific business requirements. Consider exploring alternative contact center solutions if budget is a primary concern.
Is Cisco Finesse customer service good?
Cisco Finesse customer support receives positive feedback, with users highlighting the team's helpfulness and responsiveness. Users mention easy integration, a user-friendly interface, and valuable features like real-time call monitoring and reporting. However, some users have reported occasional connection issues and limited customization options.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.