Finesse

“Frequent glitches”

Pros

Using it isnt hard at all. You can view your call history and check the status of other employees which is useful. It also lets you update your own status during the day and that's nice because if a coworker is on break and you need to reach them, you at least have a general sense of when they might be back.

Cons

At times it has made it impossible to log out at the end of the day or update your current status.

“reliable task tracking”

Pros

Keeping up with tasks and the ones in queue is much more manageable with this tool and Cisco Finesse has made day to day work a bit more convenient. It also lets you connect with multiple providers through its integrations.

Cons

Once everything is configured properly it runs without problems. Just make sure the setup is done correctly because troubleshooting later can take a lot of time.

“crashes often and needs other improvements as well”

Pros

Finesse gives a really good variety of status options to choose from. It also costs less than other similar programs which is a big plus. Another helpful feature is that prompts will pop up during a call to remind you about other tasks that still need to be completed.

Cons

It crashes fairly often or sometimes won't let you log in at all. It also doesn't support calling directly from phone links so numbers have to be entered manually to place a call. On top of that calls sometimes get dropped while speaking with customers.