Cisco Finesse Reviews

“Helpful teammate visibility”

Pros

Seeing which teammates are currently active is really useful and it also helps me keep track of my calls when logging them.

Cons

It can be a bit temperamental at times and will randomly disconnect from the phone app which causes some calls not to be tracked.

“Clean layout”

Pros

The layout is clean and user-friendly so agents can handle calls, chats and other tasks efficiently without any hassle.

Cons

It can be pricey for smaller organizations especially once licensing fees and possible infrastructure costs are added in.

“User-friendly interface”

Pros

Right from the start, it stands out for its user-friendly interface especially for contact center environments. It feels well designed for day-to-day use and makes handling tasks much more comfortable.

Cons

API can be improved. Upgrading it would make Cisco Finesse even better and more capable overall.

“Scales well”

Pros

It has been a really dependable platform for us and it scales well as our needs grow. It lets us set up multiple departments and teams within the call center queue so different types of client calls can be handled efficiently, whether staff are working in the office or from home.

Cons

There really isn't much to complain about. It covers everything we need in terms of both cost and functionality.

“Friendly customer communication”

Pros

Using it feels very simple and it helps me communicate with my customers really well.

Cons

Up to this point, everything has been going well, kudos!

“Readily available call history”

Pros

Calls get routed quickly and the call history is readily available whenever I need it. Redirecting calls is simple too, whether it's to a client someone within the branch or outside the branch. It's also really helpful that the system shows the location name the call is coming from which makes handling calls much more convenient.

Cons

I haven't run into any issues or drawbacks with this software.

“Important part of our workflow”

Pros

It is part of our daily workflow at work and it's really helpful for answering incoming calls, making outbound calls and keeping track of the call history. Transferring calls across the company is also very simple and convenient.

Cons

It would be even better if there were a call recording feature available.

“Saves time”

Pros

Using it has been very simple and it saves time when signing in. I've been using it for the past 3 years and overall it's been simple to work with.

Cons

Every now and then, it crashes in the middle of a call which can be frustrating when it happens.

“Easy to use”

Pros

It works just like a regular phone but without the bulky, hard-wired desk setup. Since I work remotely, having everything run directly from my laptop is a huge plus. It's very simple to use and I also love that it no longer rings when I'm off the clock.

Cons

Nothing to complain about. It works really well and was super simple to learn.

“Excellent call quality”

Pros

Helping customers and getting their issues sorted out brings a really satisfying sense of accomplishment. The call quality is crystal clear and it makes conversations flow well so customers can hear you properly and have meaningful discussions with you.

Cons

Once in a while, a call may drop right in the middle of a conversation. It does not happen often but when it does, it can be pretty frustrating and disappointing.