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Cisco Finesse Reviews & Product Details

Cisco Finesse is a next-generation agent and supervisor desktop solution designed to enhance the customer service experience by providing a collaborative and user-centric interface. This browser-based platform integrates traditional contact center functions into a thin-client desktop, eliminating the need for client-side installations and reducing total cost of ownership. Finesse offers seamless integration with the Cisco Collaboration portfolio and supports open web 2.0 APIs, allowing for low-cost customization and the development of value-added applications. Key Features and Functionality: - Browser-Based Interface: Finesse operates entirely within a web browser, requiring no client-side installations, which simplifies deployment and maintenance. - Customizable Desktop: The platform provides a single, customizable interface that allows customer care representatives quick and easy access to multiple assets and information sources, enhancing their ability to assist customers efficiently. - Open Web 2.0 APIs: Finesse supports open web 2.0 APIs, enabling the development and integration of custom applications and gadgets to meet specific business needs. - Transparent Integration: The solution offers seamless integration with the Cisco Collaboration portfolio, ensuring compatibility and streamlined operations within existing Cisco environments. - Gadget Support: Finesse functions as a web gadget container, allowing administrators to define agent and supervisor layouts and incorporate both Cisco and third-party applications within the desktop environment. Primary Value and Problem Solved: Cisco Finesse addresses the challenge of providing customer service representatives with immediate access to a wealth of information across various applications. By consolidating these resources into a single, intuitive interface, Finesse reduces the time agents spend searching for information, thereby decreasing customer wait times and improving service efficiency. This streamlined approach leads to higher customer satisfaction and loyalty, as well as increased agent productivity and satisfaction. Additionally, the browser-based design and open APIs facilitate easy customization and integration, allowing businesses to tailor the platform to their specific needs without significant investment in development resources.

Seller

Cisco

Discussions

Cisco Finesse Community

Value at a Glance

Averages based on real user reviews.

Perceived Cost

$$$$$

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Ann N.

Team Lead

Small-Business (50 or fewer emp.)

7/7/2025

"User friendly"

4/5

What do you like best about Cisco Finesse?

It is user friendly and seems to work really well for the need of our unit. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Not really. The analytics function can be improved for better report. Review collected by and hosted on G2.com.

Ramanpreet k.

Customer Relations Specialist

Mid-Market (51-1000 emp.)

6/20/2024

"Functional!"

5/5

What do you like best about Cisco Finesse?

I like it cause easy to interlink with other apps like Salesforce Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

It sometimes becomes cranky and connection breaks. Review collected by and hosted on G2.com.

Punit W.

Consultant and Technical Suppport

Information Technology and Services

Mid-Market (51-1000 emp.)

12/6/2023

"Quality service is always top priority for Cisco"

5/5

What do you like best about Cisco Finesse?

Cisco Finesse keeps detail record of the agent and supervisor activity. It also helps us to create the agent and give them access to different skill group and different teams. It also allows the supervisor to keep a track record of the agent in different states like ready, not ready Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

User interface can be improvised. Also in case of multiple skill groups to be added, there is chances of ambiguity and different colour code can be used to distinguish. Also integration with third party application could be better. Review collected by and hosted on G2.com.

What problems is Cisco Finesse solving and how is that benefiting you?

Cisco Finesse is for customer communication management which provide a detailed report summary of all our global support team through which we can improvised in our services. It also gives the Queue dashboard which is very good and very beneficial. We can also track the customer response which help us to track our customer services. Review collected by and hosted on G2.com.

Mamatha P.

HR Manager

Small-Business (50 or fewer emp.)

12/19/2023

"Cisco Finesse"

5/5

What do you like best about Cisco Finesse?

Cisco Finesse is often appreciated for its user-friendly interface, seamless integration with Cisco Unified Contact Center solutions, and customizable features that enhance agent productivity and customer interactions Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Cisco Finesse include its complexity, limited customization options, and occasional performance issues Review collected by and hosted on G2.com.

What problems is Cisco Finesse solving and how is that benefiting you?

Cisco Finesse makes it easier for customer service teams to:

Handle Everything in One Place: Agents can manage calls, emails, chats, and more all in a single interface.

Work Together Better: It helps team members collaborate and share information easily.

Tailor to Your Needs: You can customize it to fit your specific business requirements.

See What's Happening Now: Agents have real-time info to quickly help customers.

In a nutshell, Ci Review collected by and hosted on G2.com.

Hemjyoti K.

Cloud Operations Engineer

Mid-Market (51-1000 emp.)

12/20/2023

"The traditional model for contact centre"

3.5/5

What do you like best about Cisco Finesse?

Monitoring the agent performance and real time monitoring of calls, reporting, supervisor changing the aux of the agent. Capturing the details login of the agent including time spent in each aux. Easy to use in a contact centre environment Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

If we compare it with today's cloud base contact centre where agent are authenticate through SAML integration, whether in finesse agent have to login to the phone and finesse portal separately. Review collected by and hosted on G2.com.

Rajat J.

Corporate Trainer

Enterprise (> 1000 emp.)

12/19/2023

"Cisco Finesse A-next gen product."

4.5/5

What do you like best about Cisco Finesse?

It provides various advanced features to analyse the data quality.

It is easy to use and easy to implement even with a basic understanding.

The cutomer support is super active and provides on time resolution.

it is easy to intergrate with other tools thus the frequency of its usage is increasing day by day in our organisation. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

The note section can be improved a bit more. Review collected by and hosted on G2.com.

Priyanka Y.

Sales Manager

Small-Business (50 or fewer emp.)

12/19/2023

"Hugely Impressed with Cisco Finesse"

5/5

What do you like best about Cisco Finesse?

It is an amazing amazing product. It is very easy to use and as many times as you want. So blessed to have found it. And I can not stress enough Everyone buy the product. It is just lit and so are its features. All features integrated make Cisco Finesse a perfect product. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Sorry so far I have not found any cons. I am happy user. Review collected by and hosted on G2.com.

Verified User in Chemicals

Mid-Market (51-1000 emp.)

12/16/2023

"Unveiling the Power of Productivity"

4/5

What do you like best about Cisco Finesse?

I like it's user-friendly interface, customizable features, and seamless implementation with Cisco's collaboration tools, enhancing overall communication and frequency of use. And also have a good customer support. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Some of my colleagues faced occasional system compatibility issues and suggest the need for thorough training have been potential drawbacks. But keep in mind that user experiences can vary based on specific needs and configurations. Review collected by and hosted on G2.com.

What problems is Cisco Finesse solving and how is that benefiting you?

Cisco Finesse addresses the challenge of streamlining and enhancing communication and collaboration within a contact center environment. It provides a unified desktop experience, consolidating various communication channels and tools. For analysts, this means improved efficiency in handling customer interactions, as they can access relevant information quickly, engage in real-time communication, and benefit from customizable workflows tailored to their specific needs Review collected by and hosted on G2.com.

Er. Manuvjeet Singh K.

Senior Executive

Enterprise (> 1000 emp.)

12/15/2023

"Customer care at its best"

4.5/5

What do you like best about Cisco Finesse?

This is something what we call next generation or a good interactive customer service setup for customer satisfaction which i thinks it serves its purpose at its best. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Till now nil but will keep on researching as i progress further or research more about it. Review collected by and hosted on G2.com.

Syed A.

SDR

Mid-Market (51-1000 emp.)

12/19/2023

"ease of use and visibility and avoids fraudulent"

4.5/5

What do you like best about Cisco Finesse?

The visibility it provides regarding my agents and makes my monitoring work very easy and reduces my time nad helps me focusing on other priorities Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse?

Once in a blue moon, it gets disconnected or it lags a bit and fails authentication and I thin k that is something to do with internet Review collected by and hosted on G2.com.