[Home](https://www.selecthub.com/) \> [Call Center Management](https://www.selecthub.com/category/call-center/) \> [Call Center Software](https://www.selecthub.com/c/call-center-software/) \> Cisco Finesse Categories: * [Call Center Software](https://www.selecthub.com/c/call-center-software/) * [Customer Service Software](https://www.selecthub.com/c/customer-service-software/) * [...](#) ## What Is Cisco Finesse? **Industry Specialties:** Financial services, Healthcare, Manufacturing, Public sector, Retail. Cisco Finesse is a comprehensive contact center agent desktop solution that seamlessly integrates telephony, customer relationship management, and workforce optimization tools. It facilitates efficient management of customer interactions by providing agents with an intuitive interface to handle calls, emails, and chats from a unified platform. Particularly suited for industries like telecommunications, finance, healthcare, and retail, Cisco Finesse enhances operational efficiency and customer satisfaction through its reliable performance and flexibility. The platform offers distinctive benefits such as real-time analytics, customizable dashboards, and robust security features, which empower supervisors to monitor performance and optimize workflows effectively. Key features include advanced call routing, automated task management, and seamless integration with third-party applications, making it a powerful tool for modern call centers. Users often highlight its ease of use and scalability, noting that it adapts well to varying business sizes and demands. Pricing details for Cisco Finesse are generally based on a per-user model with options for monthly or annual payments. For personalized pricing information tailored to specific organizational needs, it is recommended to contact SelectHub for a detailed quote. PRICE $ $ $ $ $ COMPANY SIZE S M L DEPLOYMENT PLATFORM [ Try Before You Buy. Request a Free Demo Today! Request Demo It's completely free! ](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Cisco%2BFinesse&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fcall-center-software%2Fcisco-finesse%2F&product%5Flogo=https%3A%2F%2Fcdn.selecthub.com%2Fproducts%2Ff75de331bfe8b590187c79b46e70d24b-ec75eb0e8267b01104976a2d241b6e1b%2Fresources%2Fnormal%2Flogo.png%3F1735819879) User Sentiment i ![User satisfaction level icon: great]() Based on 61 reviews: Add your rating: ![Screenshots]() Product Screenshots and Videos ## #12 Cisco Finesse is ranked #12 in the Call Center Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report. [ Get the Report Now](https://pmo.selecthub.com/request-custom-scorecard?category%5Fslug=call-center-software&product%5Fslug=cisco-finesse&slug=cisco-finesse&product%5Fname=Cisco+Finesse&category=Call+Center+Software&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fcall-center-software%2Fcisco-finesse%2F) ## Cisco Finesse Pricing Based on our most recent analysis, Cisco Finesse pricing starts in the range of $10 - $100. [Get Price Quote](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Cisco%2BFinesse&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fcall-center-software%2Fcisco-finesse%2F&product%5Flogo=https%3A%2F%2Fcdn.selecthub.com%2Fproducts%2Ff75de331bfe8b590187c79b46e70d24b-ec75eb0e8267b01104976a2d241b6e1b%2Fresources%2Fnormal%2Flogo.png%3F1735819879&price=2) Price $ $ $ $ $ i Starting From Custom Quote i Pricing Model Per User, Monthly, Quote-Based Free Trial No ## Training Resources Cisco Finesse is supported with the following types of training: Documentation In Person Live Online Videos Webinars ## Support The following support services are available for Cisco Finesse: Email Phone Chat FAQ Forum Help Desk Knowledge Base Tickets Training 24/7 Live Support ## Cisco Finesse Benefits and Insights Why use Cisco Finesse? ### Key differentiators & advantages of Cisco Finesse * **Improved Agent Efficiency:** Cisco Finesse streamlines workflows by integrating multiple applications into a single interface, reducing the time agents spend switching between systems. * **Enhanced Customer Experience:** With real-time data and context-aware interactions, agents can provide personalized service, leading to higher customer satisfaction. * **Customizable Interface:** The platform allows for a tailored user experience, enabling agents to configure their desktops to suit their specific needs and preferences. * **Seamless Integration:** Cisco Finesse supports integration with various third-party applications, allowing businesses to leverage existing tools and systems without disruption. * **Real-Time Reporting:** Managers can access up-to-the-minute analytics and performance metrics, facilitating informed decision-making and proactive management. * **Reduced Training Time:** The intuitive design of Cisco Finesse minimizes the learning curve for new agents, accelerating onboarding and reducing training costs. * **Scalability:** As businesses grow, Cisco Finesse can easily scale to accommodate increased call volumes and additional agents without compromising performance. * **Improved Collaboration:** The platform fosters better communication between agents and supervisors through integrated chat and messaging features, enhancing teamwork and support. * **Increased Flexibility:** With support for remote work, agents can access Cisco Finesse from anywhere, ensuring business continuity and operational flexibility. * **Enhanced Security:** Cisco Finesse incorporates robust security measures, protecting sensitive customer data and ensuring compliance with industry standards. * **Cost Efficiency:** By consolidating multiple functionalities into a single platform, Cisco Finesse reduces the need for additional software, lowering overall operational costs. * **Proactive Issue Resolution:** With predictive analytics, the platform helps identify potential issues before they escalate, allowing for timely intervention and resolution. * **Consistent User Experience:** The uniform interface across devices ensures that agents have a consistent experience whether they are using a desktop, tablet, or smartphone. * **Improved Agent Satisfaction:** By reducing repetitive tasks and providing the tools needed for success, Cisco Finesse contributes to higher job satisfaction and lower turnover rates. * **Comprehensive Support:** Cisco offers extensive support and resources, ensuring that businesses can maximize the benefits of Finesse with minimal downtime. ### Industry Expertise Cisco Finesse is particularly well-suited for businesses in the Managed Services, Cloud Services, and Continuing Education industries, as these are the top industries that utilize the software for contact center operations. ## Cisco Finesse Reviews Based on our most recent analysis, Cisco Finesse reviews indicate a 'great' User Satisfaction Rating of 83% based on 61 user reviews from 3 recognized software review sites. ![User satisfaction level icon: great]() 61 reviews 83% of users would recommend this product ### Synopsis of User Ratings and Reviews Based on an aggregate of Cisco Finesse reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst. #### Pros * **Unified Interface:** Cisco Finesse offers a single interface to manage various communication channels, including calls, emails, and chats, which streamlines the agent experience. * **User-Friendly Design:** User reviews consistently highlight the platform's intuitive and easy-to-use interface, which requires minimal training and boosts agent productivity. * **Efficient Operations:** By consolidating communication channels and providing tools for managing customer interactions, Cisco Finesse improves the efficiency of contact center operations. #### Cons * **Connection Stability:** User reviews frequently mention connection failures, particularly with specific browsers like Chrome and Edge, leading to dropped calls and agent downtime. * **Steep Learning Curve:** New users may find the software's interface and features complex, requiring additional training and potentially impacting productivity during the initial adoption phase. #### Researcher's Summary: Is Cisco Finesse actually all that fine and dandy for call centers? User reviews from the last year suggest that Cisco Finesse is a capable contact center solution, particularly praised for its user-friendly interface that simplifies complex tasks for agents. Users rave about its intuitive design, which enables even non-tech-savvy employees to navigate the system with ease. This ease of use is critical in a fast-paced call center environment where agents need to access information and handle customer interactions efficiently. However, while Cisco Finesse shines in usability, some users point out that it might lack the robust feature set found in competitors like Talkdesk or Five9, particularly in areas like advanced analytics and reporting. For instance, some users have expressed a desire for more detailed call analytics and customizable reporting options to gain deeper insights into agent performance and customer behavior. This suggests that Cisco Finesse might be best suited for businesses that prioritize simplicity and ease of use over having a wide array of advanced features. Overall, Cisco Finesse appears to be a solid choice for businesses, especially small to medium-sized enterprises, looking for a user-friendly contact center solution that doesn't require extensive training or technical expertise. However, those requiring advanced features and in-depth analytics might need to consider alternatives better equipped for their specific needs. ## Key Features Notable Cisco Finesse features include: * **Web-Based Interface:** Cisco Finesse offers a browser-based interface, eliminating the need for desktop installations and allowing agents to access the system from any location with internet connectivity. * **Customizable Desktop Layouts:** Agents can personalize their desktop layouts to suit their workflow preferences, enhancing productivity by displaying only the most relevant information. * **Third-Party Integration:** Seamlessly integrates with various third-party applications, such as CRM systems, to provide a unified view of customer interactions and streamline processes. * **Gadget-Based Architecture:** Utilizes a gadget-based framework, enabling the addition of new functionalities and tools without extensive redevelopment, thus ensuring flexibility and scalability. * **Real-Time Reporting:** Provides real-time data and analytics, allowing supervisors to monitor call center performance and make informed decisions quickly. * **Call Control Features:** Offers comprehensive call control capabilities, including hold, transfer, and conference, directly from the agent desktop, simplifying call handling. * **Agent State Management:** Allows agents to manage their availability status efficiently, ensuring optimal resource allocation and reducing wait times for customers. * **Single Sign-On (SSO):** Supports single sign-on, enhancing security and simplifying the login process for agents by using existing credentials. * **Failover and Redundancy:** Built with robust failover mechanisms to ensure continuous operation and minimize downtime in case of system failures. * **Multi-Channel Support:** Handles various communication channels, including voice, chat, and email, from a single interface, providing a cohesive customer service experience. * **Supervisor Monitoring Tools:** Equipped with tools for supervisors to monitor live calls, whisper coach agents, and barge into calls when necessary, facilitating effective team management. * **Historical Reporting:** Offers detailed historical reports, enabling analysis of past performance trends and identification of areas for improvement. * **Open REST APIs:** Provides open REST APIs for developers to create custom applications and integrations, enhancing the system's adaptability to specific business needs. * **Context Service Integration:** Integrates with Cisco Context Service to provide a comprehensive view of customer interactions across different channels, improving service continuity. * **Secure Communication:** Ensures secure communication through encryption and compliance with industry standards, safeguarding sensitive customer information. ## Head-to-Head Comparison ![Cisco Finesse Software Tool]() vs * [8x8](https://www.selecthub.com/call-center-software/8x8-vs-cisco-finesse/) * [Adversus](https://www.selecthub.com/call-center-software/cisco-finesse-vs-adversus/) * [Aloware](https://www.selecthub.com/call-center-software/cisco-finesse-vs-aloware/) * [Amazon Connect](https://www.selecthub.com/call-center-software/amazon-connect-vs-cisco-finesse/) * [Anywhere365](https://www.selecthub.com/call-center-software/cisco-finesse-vs-anywhere365/) * [Avaya](https://www.selecthub.com/call-center-software/avaya-vs-cisco-finesse/) * [AVOXI](https://www.selecthub.com/call-center-software/cisco-finesse-vs-avoxi/) * [Balto AI](https://www.selecthub.com/call-center-software/cisco-finesse-vs-balto-ai/) * [Bright Pattern](https://www.selecthub.com/call-center-software/cisco-finesse-vs-bright-pattern/) * [CallShaper](https://www.selecthub.com/call-center-software/cisco-finesse-vs-callshaper/) * [CallTools](https://www.selecthub.com/call-center-software/cisco-finesse-vs-calltools/) * [Cisco Contact Center](https://www.selecthub.com/call-center-software/cisco-finesse-vs-cisco-contact-center/) * [CloudTalk](https://www.selecthub.com/call-center-software/cisco-finesse-vs-cloudtalk/) * [ConnectPath CX](https://www.selecthub.com/call-center-software/cisco-finesse-vs-connectpath-cx/) * [Convoso](https://www.selecthub.com/call-center-software/cisco-finesse-vs-convoso/) * [DialedIn](https://www.selecthub.com/call-center-software/cisco-finesse-vs-dialedin/) * [Dialpad Contact Center](https://www.selecthub.com/call-center-software/cisco-finesse-vs-dialpad-contact-center/) * [DYL](https://www.selecthub.com/call-center-software/cisco-finesse-vs-dyl/) * [Engage Voice for Zendesk](https://www.selecthub.com/call-center-software/cisco-finesse-vs-engage-voice-for-zendesk/) * [Exotel](https://www.selecthub.com/call-center-software/cisco-finesse-vs-exotel/) * [Five9](https://www.selecthub.com/call-center-software/five9-vs-cisco-finesse/) * [Genesys Cloud CX](https://www.selecthub.com/call-center-software/cisco-finesse-vs-genesys-cloud/) * [GoAutoDial](https://www.selecthub.com/call-center-software/cisco-finesse-vs-goautodial/) * [Khoros Service](https://www.selecthub.com/call-center-software/cisco-finesse-vs-khoros-service/) * [LiveOps](https://www.selecthub.com/call-center-software/liveops-vs-cisco-finesse/) * [MiaRec](https://www.selecthub.com/call-center-software/cisco-finesse-vs-miarec/) * [MightyCall](https://www.selecthub.com/call-center-software/mightycall-vs-cisco-finesse/) * [Nextiva Call Center](https://www.selecthub.com/call-center-software/cisco-finesse-vs-nextiva-call-center/) * [Playvox](https://www.selecthub.com/call-center-software/cisco-finesse-vs-playvox/) * [RingCentral Contact Center](https://www.selecthub.com/call-center-software/cisco-finesse-vs-ringcentral-contact-center/) * [SingleComm](https://www.selecthub.com/call-center-software/cisco-finesse-vs-singlecomm/) * [TalkDesk](https://www.selecthub.com/call-center-software/talkdesk-vs-cisco-finesse/) * [TrackPulse](https://www.selecthub.com/call-center-software/cisco-finesse-vs-trackpulse/) * [uContact](https://www.selecthub.com/call-center-software/cisco-finesse-vs-ucontact/) * [UJET](https://www.selecthub.com/call-center-software/cisco-finesse-vs-ujet/) * [Upcall](https://www.selecthub.com/call-center-software/cisco-finesse-vs-upcall/) * [VICIdial](https://www.selecthub.com/call-center-software/cisco-finesse-vs-vicidial/) * [Vonage Contact Center](https://www.selecthub.com/call-center-software/cisco-finesse-vs-vonage-contact-center/) * [Ytel](https://www.selecthub.com/call-center-software/cisco-finesse-vs-ytel/) ## 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Review Title Pros Cons Overall feedback Your name Your job title Industry [ Choose your main industry](javascript:void%28%29) * [Accounting / CPA](javascript:void%28%29) * [Advertising](javascript:void%28%29) * [Aerospace & Defense](javascript:void%28%29) * [Agriculture](javascript:void%28%29) * [Apparel](javascript:void%28%29) * [Architecture](javascript:void%28%29) * [Auto Dealership](javascript:void%28%29) * [Automotive](javascript:void%28%29) * [Banking & Financial Services](javascript:void%28%29) * [Banking & Mortgage](javascript:void%28%29) * [Chemicals](javascript:void%28%29) * [Construction & Engineering](javascript:void%28%29) * [Construction / Contracting](javascript:void%28%29) * [Consulting](javascript:void%28%29) * [Consumer Products](javascript:void%28%29) * [Distribution](javascript:void%28%29) * [E-commerce](javascript:void%28%29) * [Education](javascript:void%28%29) * [Electronics](javascript:void%28%29) * [Energy & Utilities](javascript:void%28%29) * [Federal Government](javascript:void%28%29) * [Field Maintenance](javascript:void%28%29) * [Food & Beverage](javascript:void%28%29) * [Healthcare / Social Services](javascript:void%28%29) * [Hospitality / Gaming / Travel](javascript:void%28%29) * [Human Resources](javascript:void%28%29) * [Industrial Machinery](javascript:void%28%29) * [Information Technology & High Tech](javascript:void%28%29) * [Insurance](javascript:void%28%29) * [Legal](javascript:void%28%29) * [Maintenance / Field Service](javascript:void%28%29) * [Manufacturing](javascript:void%28%29) * [Marketing Services](javascript:void%28%29) * [Media & Communications / Entertainment](javascript:void%28%29) * [Mill Products](javascript:void%28%29) * [Mining / Metals](javascript:void%28%29) * [Mortgage](javascript:void%28%29) * [Non-Profit](javascript:void%28%29) * [Not Available](javascript:void%28%29) * [Oil & Gas](javascript:void%28%29) * [Other](javascript:void%28%29) * [Other Services](javascript:void%28%29) * [Payroll Provider](javascript:void%28%29) * [Pharmaceuticals](javascript:void%28%29) * [Professional Employer Organization](javascript:void%28%29) * [Professional Services](javascript:void%28%29) * [Property Management](javascript:void%28%29) * [Public Sector](javascript:void%28%29) * [Real Estate](javascript:void%28%29) * [Recruiting Agency](javascript:void%28%29) * [Religious Institutions](javascript:void%28%29) * [Retail](javascript:void%28%29) * [Sales & Marketing](javascript:void%28%29) * [Semiconductors](javascript:void%28%29) * [Software / IT](javascript:void%28%29) * [Sports and Recreation](javascript:void%28%29) * [Staffing Agency](javascript:void%28%29) * [State & Local Government](javascript:void%28%29) * [Telecommunications](javascript:void%28%29) * [Third-Party Administrator](javascript:void%28%29) * [Transportation & Logistics](javascript:void%28%29) * [Wholesale Distribution](javascript:void%28%29) Company Size [ Choose your company size](javascript:void%28%29) * [1 employee](javascript:void%28%29) * [2 to 9 employees](javascript:void%28%29) * [10 - 19 employees](javascript:void%28%29) * [20 - 49 employees](javascript:void%28%29) * [50 - 99 employees](javascript:void%28%29) * [100 - 499 employee](javascript:void%28%29) * [500 - 999 employees](javascript:void%28%29) * [1,000 - 2,499 employees](javascript:void%28%29) * [2,500 - 4,999 employees](javascript:void%28%29) * [5,000 - 9,999 employees](javascript:void%28%29) * [10,000 - 24,999 employees](javascript:void%28%29) * [25,000 - 49,999 employees](javascript:void%28%29) * [50,000 + employees](javascript:void%28%29) ```json { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://www.selecthub.com/" }, { "@type": "ListItem", "position": 2, "name": "Call Center Management", "item": "https://www.selecthub.com/category/call-center/" }, { "@type": "ListItem", "position": 3, "name": "Call Center Software", "item": "https://www.selecthub.com/c/call-center-software/" }, { "@type": "ListItem", "position": 4, "name": "Cisco Finesse" } ] } { "@context": "http://schema.org", "@type": "SoftwareApplication", "name": "Cisco Finesse", "description": " Cisco Finesse is a comprehensive contact center agent desktop solution that seamlessly integrates telephony, customer relationship management, and workforce optimization tools. It facilitates efficient management of customer interactions by providing agents with an intuitive interface to handle calls, emails, and chats from a unified platform. Particularly suited for industries like telecommunications, finance, healthcare, and retail, Cisco Finesse enhances operational efficiency and customer satisfaction through its reliable performance and flexibility. The platform offers distinctive benefits such as real-time analytics, customizable dashboards, and robust security features, which empower supervisors to monitor performance and optimize workflows effectively. Key features include advanced call routing, automated task management, and seamless integration with third-party applications, making it a powerful tool for modern call centers. Users often highlight its ease of use and scalability, noting that it adapts well to varying business sizes and demands. Pricing details for Cisco Finesse are generally based on a per-user model with options for monthly or annual payments. For personalized pricing information tailored to specific organizational needs, it is recommended to contact SelectHub for a detailed quote. ", "review": { "@type": "Review", "author": { "@type": "Person", "name": "Kriti Sahay", "reviewBody": "Is Cisco Finesse actually all that fine and dandy for call centers? User reviews from the last year suggest that Cisco Finesse is a capable contact center solution, particularly praised for its user-friendly interface that simplifies complex tasks for agents. Users rave about its intuitive design, which enables even non-tech-savvy employees to navigate the system with ease. This ease of use is critical in a fast-paced call center environment where agents need to access information and handle customer interactions efficiently. However, while Cisco Finesse shines in usability, some users point out that it might lack the robust feature set found in competitors like Talkdesk or Five9, particularly in areas like advanced analytics and reporting. For instance, some users have expressed a desire for more detailed call analytics and customizable reporting options to gain deeper insights into agent performance and customer behavior. This suggests that Cisco Finesse might be best suited for businesses that prioritize simplicity and ease of use over having a wide array of advanced features. Overall, Cisco Finesse appears to be a solid choice for businesses, especially small to medium-sized enterprises, looking for a user-friendly contact center solution that doesn't require extensive training or technical expertise. However, those requiring advanced features and in-depth analytics might need to consider alternatives better equipped for their specific needs." } }, "image": "https://cdn.selecthub.com/products/f75de331bfe8b590187c79b46e70d24b-ec75eb0e8267b01104976a2d241b6e1b/resources/normal/logo.png?1735819879", "aggregateRating": { "@type": "AggregateRating", "ratingValue": "83", "bestRating": "100", "worstRating": "1", "ratingCount": "61" }, "positiveNotes": { "@type": "ItemList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Unified Interface: Cisco Finesse offers a single interface to manage various communication channels, including calls, emails, and chats, which streamlines the agent experience." }, { "@type": "ListItem", "position": 2, "name": "User-Friendly Design: User reviews consistently highlight the platform's intuitive and easy-to-use interface, which requires minimal training and boosts agent productivity." }, { "@type": "ListItem", "position": 3, "name": "Efficient Operations: By consolidating communication channels and providing tools for managing customer interactions, Cisco Finesse improves the efficiency of contact center operations." } ] }, "negativeNotes": { "@type": "ItemList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Connection Stability: User reviews frequently mention connection failures, particularly with specific browsers like Chrome and Edge, leading to dropped calls and agent downtime." }, { "@type": "ListItem", "position": 2, "name": "Steep Learning Curve: New users may find the software's interface and features complex, requiring additional training and potentially impacting productivity during the initial adoption phase." }, { "@type": "ListItem", "position": 3, "name": "" } ] }, "applicationCategory": "Call Center Software" } ```