--- title: Cisco Finesse Plugin Reviews meta_title: 'Cisco Finesse Plugin Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 10 reviews by the users' company size, role or industry to find out how Cisco Finesse Plugin works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 10 scale: '5' date_modified: '2025-10-31' parent_category: name: Marketplace Apps url: https://www.g2.com/categories/marketplace-apps --- # Cisco Finesse Plugin Reviews **Vendor:** Cloverhound **Category:** [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps) **Average Rating:** 3.9/5.0 **Total Reviews:** 10 ## About Cisco Finesse Plugin Cloverhound's seamless integration lets you run your Cisco Finesse agents fully embedded within ServiceNow. ## Cisco Finesse Plugin Reviews ### 1. Simplified program for tracking calls **Rating:** 4.0/5.0 stars **Reviewed by:** Alex D. | Communications Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2022 **What do you like best about Cisco Finesse Plugin?** I like that it made making calls and tracking them and dialing in other departments or supervisors during a call. This was especially helpful when working from home without a physical phone. **What do you dislike about Cisco Finesse Plugin?** Sometimes the app would glitch and would drop calls. During the busy hours, that would make calling the customer back difficult because a new call would usually immediately start. We would also have outages that would cause us to not be able to take calls, thus upsetting customers **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** Finesse solved the issue of working a customer service job virtually without needing to have a physical phone or using our personal phones af work to make our calls. ### 2. Finesse has worked wonders for our call center setup **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about Cisco Finesse Plugin?** The GUI is intuitive, and easy to use. Reporting works well for admins. Users are able to easily log in, and take calls. The gui provide a lot of data for the admins. **What do you dislike about Cisco Finesse Plugin?** Some issues with certificates and certain browsers not working as well. But this is more of a general browser issue. There is not much else to dislike, product works and makes it possible for our helpdesk to free up time to work on tasks. **Recommendations to others considering Cisco Finesse Plugin:** Product does what is advertised. Works well and provides a clean UI for our end users. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** Providing a interface for various departments to use to connect to phone system and view incoming calls etc. Previously they would take a call and route it manually. This frees up valuable resources and increases the overall experience for users that call in. We are in the process of expanding the areas where we use finesse. Our main number will soon use UCCX for call routing. The switchboard will be able to operate with fewer employees as many employees are coming of retirement age. ### 3. Simple and convenient **Rating:** 4.5/5.0 stars **Reviewed by:** Kierra D. | CEO, Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2021 **What do you like best about Cisco Finesse Plugin?** I like the ability to be able to transfer calls. I can toggle between calls. It also allows me call several people while having an active call. It makes transitioning from call to call a breeze. **What do you dislike about Cisco Finesse Plugin?** The malfunctions. Sometimes, when clicking on a button, it doesn't respond. This makes it difficult for our customers. Also, if doing a 3 way call, there isn't a button to disconnect just one of the callers. **Recommendations to others considering Cisco Finesse Plugin:** Definitely would recommend this product to call centers or other business platforms that requires extensions. It is very convenient and has multiple functions. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** It's convenient. It has the ability for conferencing several callers in at once. It also makes it easy to lookup extensions. The best part is having the ability to put a customer on hold or mute. ### 4. Keeping up! **Rating:** 4.0/5.0 stars **Reviewed by:** Patricia H. | Administrative Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2021 **What do you like best about Cisco Finesse Plugin?** It is being able to see in real-time where the entire team is and the timekeeping of all calls. **What do you dislike about Cisco Finesse Plugin?** It tends to disconnect quite a bit and don't get an alert that it has done so. **Recommendations to others considering Cisco Finesse Plugin:** Give it a try. It helps with keeping time and ensuring customer service. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** Keeping track of all calls and knowing if a team member is online, ready for calls, break, lunch, and so on—also, the ability to listen to calls to ensure quality service. ### 5. Cisco Finesse **Rating:** 4.0/5.0 stars **Reviewed by:** Alyson S. | Customer Operations Manager at Berxi, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2021 **What do you like best about Cisco Finesse Plugin?** I like that I am able to use the physical phone and am not restricted to only using Finesse's softphone. I like that I am able to not only view the statuses of my agents but also adjust their statuses. I like that I am able to put my agent in not-ready in preparation of calling them unplanned. I also like that I can adjust their status to "ready" when they are unexplainably in "Not Ready" mode. **What do you dislike about Cisco Finesse Plugin?** I'm not too fond of that as a supervisor I am unable to see the time our longest call has been waiting. This was available to me as an agent but does not show once upgraded to supervisor status. The live-monitoring feature could be easier to use as I feel like I always miss the beginning of the call. I also don't like that you must be logged in and near the physical phone even though in order to use finesse, you must be logged into the web portal. **Recommendations to others considering Cisco Finesse Plugin:** I recommend you first consider if you'd prefer a newer digital-cloud-based solution or a hardware solution provided by a much larger and older corporation. Consider cost per seat, upkeep, hardware, accessibility. Do your agents have access to connect via ethernet, or do they have a strong internet connection and the ability to connect using their WiFi phones? What are your reporting needs? What are your control needs? What kind of flexibility do you need when applying updates and/or making changes to your roster? to your phone tree? to your telephony prompts? to your agent's priority? to their call queues? etc. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** It helps us solve answering contact center calls and routing of calls. The benefits include having visibility and control over each agent and their readiness. I like the new features that allow supervisors to send out messages to their team(s). ### 6. Can't Operate Without It **Rating:** 5.0/5.0 stars **Reviewed by:** Kelton R. | A, Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2021 **What do you like best about Cisco Finesse Plugin?** The ease of use is a highlight as well as the functionality. **What do you dislike about Cisco Finesse Plugin?** Occasionally there is a bug, but it's maybe 1/100. **Recommendations to others considering Cisco Finesse Plugin:** None currently. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** We operate via finesse. It's the client we use to talk to customers. ### 7. Good for managing call center **Rating:** 3.5/5.0 stars **Reviewed by:** Lidia Z. | Application support Analyst/ Software developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about Cisco Finesse Plugin?** Able to connect quickly and good customer service. **What do you dislike about Cisco Finesse Plugin?** The interface is not very appealing. Also, the tables displayed are not manageable. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** Call center ### 8. Manageable Plug In for Corporate Businesses **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2020 **What do you like best about Cisco Finesse Plugin?** Cisco Finesse Plug In is very straight to the point and simple to use. It shows the queues and number of calls very effectively, as well as how many callers are ready to take calls. **What do you dislike about Cisco Finesse Plugin?** It would be helpful if the interface was more visually appealing. The graphics seem a little dated. The graph can also be confusing as there is one huge chart. It would be easier to have separate charts. Also, there are two fields where you can enter phone numbers which sometimes can be a hassle for employees as they make calls mistakenly due to entering numbers in the wrong field. **Recommendations to others considering Cisco Finesse Plugin:** Highly recommend for remote jobs as people of all ages will find the plugin easy to use **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** The benefits I've realized is communicating with clients and coworkers effectively on a daily basis. There's rarely any issues with the plug in which is nice to have for a corporate company working remotely at home. ### 9. Reliable yet maybe outdated **Rating:** 3.0/5.0 stars **Reviewed by:** Cristal L. | Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2019 **What do you like best about Cisco Finesse Plugin?** I loved that I never had issues with dropped calls or audio issues of any kind. Finesse was always reliable, however reliable though, it lacked some features that we have on newer softwares. **What do you dislike about Cisco Finesse Plugin?** It lacked integrated features, and those that it did have were a bit harder to use. Once you learned the tricks and tips it was easy but not the simplest to learn. **Recommendations to others considering Cisco Finesse Plugin:** I recommend this if you're looking for a reliable workspace for your team. however, if you're trying to upgrade this to a more luxurious and customizable software maybe it's best to look elsewhere. Other than that I totally recommend. Sometimes I want to go back, but it's always a give and take. **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** It impacted work great, it's always good to have a reliable workspace that isn't going to fail, so the consistency is really the best benefit. ### 10. Easy **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** September 19, 2019 **What do you like best about Cisco Finesse Plugin?** Very proficient, any issues we can communicate to fix them quickly, user friendly **What do you dislike about Cisco Finesse Plugin?** Sometimes a little slow or moving behind after an action was preformed **What problems is Cisco Finesse Plugin solving and how is that benefiting you?** It has made my work so much easier by being able to get the customers where they need to go and also use the different tools ## Cisco Finesse Plugin Discussions - [What is Cisco Finesse Plugin used for?](https://www.g2.com/discussions/what-is-cisco-finesse-plugin-used-for) - [Is there a way to add a disconnect feature?](https://www.g2.com/discussions/is-there-a-way-to-add-a-disconnect-feature) - 1 upvote - [View Cisco Finesse Plugin pricing details and edition comparison](https://www.g2.com/products/cisco-finesse-plugin/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-04+12%3A28%3A04+-0500&secure%5Bsession_id%5D=7519594c-0b0a-4a98-ac39-7e0bc332201b&secure%5Btoken%5D=ffa508b95f6fbca824a66d6ac0620323ecfdce69cf38af336d991376bdbdfdb7&format=llm_user) ## Cisco Finesse Plugin Features **ServiceNow Apps** - ServiceNow Integration - Value **Agentic AI - ServiceNow Store Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance