I've not used it long enough to "like" it. Review collected by and hosted on G2.com.
My company uses it for listening to calls. It's too "Big Brother" and removes autonomy from my job when it's part of a performance metric. Review collected by and hosted on G2.com.
It is user friendly and seems to work really well for the need of our unit. Review collected by and hosted on G2.com.
Not really. The analytics function can be improved for better report. Review collected by and hosted on G2.com.
I like it cause easy to interlink with other apps like Salesforce Review collected by and hosted on G2.com.
It sometimes becomes cranky and connection breaks. Review collected by and hosted on G2.com.
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.
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.
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.
Cisco Finesse include its complexity, limited customization options, and occasional performance issues. Review collected by and hosted on G2.com.
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.
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.
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 customer support is super active and provides on time resolution.
It is easy to integrate 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.
The note section can be improved a bit more. Review collected by and hosted on G2.com.
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.
Sorry so far I have not found any cons. I am happy user. Review collected by and hosted on G2.com.
I like its 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.
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.
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.
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.
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