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Cisco Finesse Plugin Reviews & Product Details

Cloverhound's seamless integration lets you run your Cisco Finesse agents fully embedded within ServiceNow.

Seller

Languages Supported

English

Product Description

The Cisco Finesse Plugin is a comprehensive integration solution that seamlessly connects Cisco's Finesse contact center platform with ServiceNow, enhancing agent productivity and customer service efficiency. By embedding call controls and customer information directly within the ServiceNow interface, this plugin eliminates the need for agents to switch between applications, streamlining workflows and reducing response times. Key Features and Functionality: - Embedded Call Controls: Agents can manage calls—answer, hold, transfer, and conference—directly within the ServiceNow environment, ensuring a unified workspace. - Agent State Management: Monitor and adjust agent statuses in real-time, facilitating efficient resource allocation and workload distribution. - Integrated Call Disposition and Wrap-Ups: Simplify post-call processes by logging call outcomes and notes within ServiceNow, maintaining comprehensive interaction records. - Click-to-Dial: Initiate outbound calls by clicking on phone numbers within ServiceNow, enhancing dialing efficiency and accuracy. - Automated Call Logging: Automatically record call details and associate them with relevant ServiceNow records, ensuring accurate and complete documentation. - CRM Screen Pop: Display relevant customer information upon call arrival, providing agents with immediate context to personalize interactions. - Seamless Record Mapping: Ensure consistent and accurate data synchronization between Cisco Finesse and ServiceNow, maintaining data integrity across platforms. - Screen Transfer: Transfer calls along with associated customer information to other agents, preserving context and continuity in customer service. - Single Sign-On (SSO: Enable agents to access both Cisco Finesse and ServiceNow with a single set of credentials, simplifying authentication processes. Primary Value and User Benefits: The Cisco Finesse Plugin addresses the challenge of disjointed workflows in contact centers by integrating telephony controls and customer data within the ServiceNow platform. This integration reduces the need for agents to toggle between systems, thereby decreasing average handle times (AHT and improving first contact resolution (FCR rates. By providing immediate access to customer information and interaction history, agents can deliver personalized and efficient service, leading to enhanced customer satisfaction (CSAT scores. Additionally, the plugin's automation capabilities minimize manual data entry, reducing errors and allowing agents to focus more on customer engagement.

Overview by

Nathan Leatherwood (Director of Sales)

Pricing

Pricing provided by Cisco Finesse Plugin.

Volume Pricing - Medium

$365

10-49

Volume Pricing - Large

Call

50+

View More Pricing Information

Cisco Finesse Plugin Media

Finesse Agents login just as they would in the Finesse Desktop agent.

Cisco Finesse Plugin Demo - Active Call's with Screen Pop

Call visibility and controls are provided to agents inside of ServiceNow.

Cisco Finesse Plugin Demo - Change Agent Status

Update your Agent status just as you would natively in Finesse.

Cisco Finesse Plugin Reviews (10)

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Alex D.

Communications Specialist

Enterprise (> 1000 emp.)

11/6/2022

"Simplified program for tracking calls"

4/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

8/31/2021

"Finesse has worked wonders for our call center setup"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Finesse Plugin:

Product does what is advertised. Works well and provides a clean UI for our end users. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Kierra D.

CEO

Enterprise (> 1000 emp.)

7/13/2021

"Simple and convenient"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Patricia H.

Administrative Coordinator

Enterprise (> 1000 emp.)

12/22/2021

"Keeping up!"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Finesse Plugin:

Give it a try. It helps with keeping time and ensuring customer service. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Alyson S.

Customer Operations Manager at Berxi

Small-Business (50 or fewer emp.)

4/19/2021

"Cisco Finesse"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

Kelton R.

Enterprise (> 1000 emp.)

6/29/2021

"Can't Operate Without It"

5/5

What do you like best about Cisco Finesse Plugin?

The ease of use is a highlight as well as the functionality. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse Plugin?

Occasionally there is a bug, but it's maybe 1/100. Review collected by and hosted on G2.com.

Lidia Z.

Application support Analyst/ Software developer

Mid-Market (51-1000 emp.)

8/11/2021

"Good for managing call center"

3.5/5

What do you like best about Cisco Finesse Plugin?

Able to connect quickly and good customer service. Review collected by and hosted on G2.com.

What do you dislike about Cisco Finesse Plugin?

The interface is not very appealing. Also, the tables displayed are not manageable. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Mid-Market (51-1000 emp.)

11/6/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Manageable Plug In for Corporate Businesses"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Cisco Finesse Plugin:

Highly recommend for remote jobs as people of all ages will find the plugin easy to use Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Cristal L.

Supervisor

Enterprise (> 1000 emp.)

12/6/2019

"Reliable yet maybe outdated"

3/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.