Customer Communication Experience Improvement System
It helps us communicate closely with customers, something that undoubtedly helps us with sales and also increases profits because remote …
Overview
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…
Recent Reviews
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Popular Features
- Call tracking (6)8.383%
- Outbound response (6)8.181%
- Inbound call routing (6)8.181%
- Agent dashboard (6)8.080%
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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…
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- Premium Consulting/Integration Services
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What is Cisco Finesse?
Cisco Finesse Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
Reviewers rate Call forwarding highest, with a score of 9.1.
The most common users of Cisco Finesse are from Enterprises (1,001+ employees).
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Reviews and Ratings
(24)Attribute Ratings
Reviews
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March 09, 2022
Customer Communication Experience Improvement System
Score 9 out of 10
Vetted Review
Verified User
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.
- Contact with customers on a larger scale
- Effective communication
- Shared calls
- Access to video calls
- I have no problems.
- It has worked for me.
February 25, 2022
Easy to use, simple to implement.
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.
- Call logging
- Customer tracking
- Clean client desktop
- Better training
- Easier to read UI
- Simplify note section
February 24, 2022
Overall decent, but flawed.
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).
- Softphone integration.
- Hold/transfer features.
- Queue dashboards.
- Frequent crashing.
- Directory navigation.
January 11, 2022
Quality service is always top priority for Cisco
Score 9 out of 10
Vetted Review
Verified User
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.
- Keep detail record of the agent and supervisor activity.
- Help to create agent and give them access to different teams and different skill groups.
- Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
- While adding skill group to the agent a direct find and assign button should be there.
- In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
- User interface can be improvised.
May 20, 2021
Calling made easy!
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.
- Provides a detailed summary of all reps available across our Global Support Team.
- Extremely user friendly.
- Integrates seamlessly with our ticketing platform.
- A bit buggy at times, will set reps to unavailable unknowingly.
January 16, 2020
Finesse for a call center
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.
- Multifunctional.
- Intuitive tool.
- Integration with third-party applications could be better.
- Integration with mobile application.