# Cisco Finesse Reviews **Vendor:** Cisco **Category:** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management) **Average Rating:** 4.5/5.0 **Total Reviews:** 25 ## About Cisco Finesse 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. ## Cisco Finesse Reviews ### 1. Call Listening Feels Too “Big Brother” and Hurts Job Autonomy **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Cisco Finesse?** I've not used it long enough to "like" it. **What do you dislike about Cisco Finesse?** 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. **What problems is Cisco Finesse solving and how is that benefiting you?** It's not benefitting me. It's putting restrictions on my work cadence since my company uses it for a performance metric. ### 2. User friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Ann N. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Cisco Finesse?** It is user friendly and seems to work really well for the need of our unit. **What do you dislike about Cisco Finesse?** Not really. The analytics function can be improved for better report. **What problems is Cisco Finesse solving and how is that benefiting you?** It provides the solution we need for the call centre. ### 3. Functional! **Rating:** 5.0/5.0 stars **Reviewed by:** Ramanpreet k. | Customer Relations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Cisco Finesse?** I like it cause easy to interlink with other apps like Salesforce **What do you dislike about Cisco Finesse?** It sometimes becomes cranky and connection breaks. **What problems is Cisco Finesse solving and how is that benefiting you?** Helps to integrate with other applications to make customers service job easier and faster. ### 4. Quality service is always top priority for Cisco **Rating:** 5.0/5.0 stars **Reviewed by:** Punit W. | Consultant and Technical Suppport, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2023 **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 **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. **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. ### 5. Cisco Finesse **Rating:** 5.0/5.0 stars **Reviewed by:** Mamatha P. | HR Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **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 **What do you dislike about Cisco Finesse?** Cisco Finesse include its complexity, limited customization options, and occasional performance issues **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 ### 6. The traditional model for contact centre **Rating:** 3.5/5.0 stars **Reviewed by:** Hemjyoti K. | Cloud Operations Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2023 **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 **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. **What problems is Cisco Finesse solving and how is that benefiting you?** Finesse provides a integrated communication platform for voice chat and email, for any business communication finesse plays a crucial role in collaborating various departments of an organisation ### 7. Cisco Finesse A-next gen product. **Rating:** 4.5/5.0 stars **Reviewed by:** Rajat J. | Corporate Trainer, Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2023 **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. **What do you dislike about Cisco Finesse?** The note section can be improved a bit more. **What problems is Cisco Finesse solving and how is that benefiting you?** 1. Gathering data from various clients- It becomes much more easy now. 2. The instant call routing that reduces the long waiting queue time and increases the throughput. ### 8. Hugely Impressed with Cisco Finesse **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanka Y. | Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **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. **What do you dislike about Cisco Finesse?** Sorry so far I have not found any cons. I am happy user. **What problems is Cisco Finesse solving and how is that benefiting you?** I am able to solve a lot of basic issues very easily with this. We are not easily access in market. ### 9. Unveiling the Power of Productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Chemicals | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2023 **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. **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. **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 ### 10. Customer care at its best **Rating:** 4.5/5.0 stars **Reviewed by:** Er. Manuvjeet Singh K. | Senior Executive, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2023 **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. **What do you dislike about Cisco Finesse?** Till now nil but will keep on researching as i progress further or research more about it. **What problems is Cisco Finesse solving and how is that benefiting you?** The most important thing or the issue which cisco seems to be working on hard is customer satisfaction and growth and from the way i look it is looking great for cisco and its team. ### 11. ease of use and visibility and avoids fraudulent **Rating:** 4.5/5.0 stars **Reviewed by:** Syed A. | SDR, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2023 **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 **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 **What problems is Cisco Finesse solving and how is that benefiting you?** Giving me a detailed visibility regarding my team and their quality which is helping me to gauge their performance and reward accordingly ### 12. Very good to use **Rating:** 5.0/5.0 stars **Reviewed by:** Nikita T. | Trainee application operations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Cisco Finesse?** Very good ease of use Multiple domain implementation It support to integrates traditional contact center functions into a thin-client desktop There is a night frequency of use of app. Can experience very good customer support. Multiple features are there. **What do you dislike about Cisco Finesse?** Nothing found like to dislike about the app. **What problems is Cisco Finesse solving and how is that benefiting you?** integrates traditional contact center functions into a thin-client desktop ### 13. User Friendly and easy for administration. **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul Q. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Cisco Finesse?** The web console for user view. It's easy to use and easily understanble by user. **What do you dislike about Cisco Finesse?** The syncing between the finnese and CAD Is not so good. Some times we have to wait for 24hrs for displaying everything on user CAD. **What problems is Cisco Finesse solving and how is that benefiting you?** I'm mainiting the administrator part but as for the end user the business seems to be easy and convenient. ### 14. Cisco New Agent Finesse **Rating:** 5.0/5.0 stars **Reviewed by:** Francis R. | End User Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Cisco Finesse?** Thin & Portable Desktop size computer, we can bring to anywhere in office premises. API is much more easier to use & connecting call also easier. **What do you dislike about Cisco Finesse?** Webserver issue with connecting agent and network also taking time reconnect again. Other than couldn't find any issue with Cisco Finesse **What problems is Cisco Finesse solving and how is that benefiting you?** It is giving solution to all problems & saving our times ### 15. Very good **Rating:** 5.0/5.0 stars **Reviewed by:** Keshav K. | Information Technology Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2023 **What do you like best about Cisco Finesse?** It provides low-cost customization of the agent and supervisor desktops through open web 2.0 APIs and facilitates integration of value-added applications. **What do you dislike about Cisco Finesse?** There is Not dislike about cisco finesse . **What problems is Cisco Finesse solving and how is that benefiting you?** It provides low-cost customization of the agent and supervisor desktops through open web 2.0 APIs and facilitates integration of value-added applications. ### 16. Best supervisor desktop ever **Rating:** 5.0/5.0 stars **Reviewed by:** Nitesh K. | Network Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 25, 2023 **What do you like best about Cisco Finesse?** It is completely web base desktop. It improve the customer care experience at next level. **What do you dislike about Cisco Finesse?** Nothing to dislike about Cisco finesse because it is the best next generation supervisor desktop. **What problems is Cisco Finesse solving and how is that benefiting you?** Cisco Finesse improve the customer care experience at next level. It provides the worldwide support. ### 17. Customer communication made easy with Cisco Finesse. **Rating:** 4.5/5.0 stars **Reviewed by:** Inchara R. | Software Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2023 **What do you like best about Cisco Finesse?** Cisco Finesse allows maintaining contact with customers on a larger scale. It is easy to learn and use too. **What do you dislike about Cisco Finesse?** I do not have any cons about Cisco Finesse. It's an easy, efficient tool. **What problems is Cisco Finesse solving and how is that benefiting you?** Integrating Cisco Finesse with our ticketing system has been super beneficial as it saves lot of time and cost for the organization. ### 18. A perfect tool we can use for virtualization for a small organization. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2023 **What do you like best about Cisco Finesse?** It provides easy access to official information and applications from anywhere anytime. **What do you dislike about Cisco Finesse?** The only problem with this tool is that it frequently loses connection if your internet fluctuates with bandwidth reduction or increase. **What problems is Cisco Finesse solving and how is that benefiting you?** It is really helpful to us when we are traveling to any remote location where we are not able to connect with our company assets. With the help of this tool, now we can manage our official documents remotely at any time. ### 19. Ciscp finesse **Rating:** 5.0/5.0 stars **Reviewed by:** Pintu k. | Machine Learning Data Associate l , Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Cisco Finesse?** Easey to use customer support always ready to help **What do you dislike about Cisco Finesse?** For me I have not faced any issues so I don't have anything to dislike about **What problems is Cisco Finesse solving and how is that benefiting you?** Cisco finesse solving major problem providing fund which is easy to use ### 20. Great **Rating:** 4.0/5.0 stars **Reviewed by:** k.d. j. | Systems Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2023 **What do you like best about Cisco Finesse?** Connect easily with any region. Can save the contacts too is best **What do you dislike about Cisco Finesse?** Disconnection while inactive on webpage. **What problems is Cisco Finesse solving and how is that benefiting you?** Is solving physical phone and number problems. It is easy to use digital calling system ### 21. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Janice L. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about Cisco Finesse?** I like using Cisco because of the best features for inbound and outbound calls. I can hear our customers and clients clearly on the other line. **What do you dislike about Cisco Finesse?** For me there is no downsides in using Cisco Finesse. **What problems is Cisco Finesse solving and how is that benefiting you?** I can easily communicate to our customers and clients without interruption. ### 22. My experience **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek Kumar S. | DevOps Engineer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Cisco Finesse?** The versatility is very important for me and I am getting that **What do you dislike about Cisco Finesse?** Some of the details some of the configuration need some more attention **What problems is Cisco Finesse solving and how is that benefiting you?** My problems like to may desktop configuration ### 23. Easy to use, Quality is topmost with Cisco Finesse **Rating:** 4.0/5.0 stars **Reviewed by:** Abhilash B. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2023 **What do you like best about Cisco Finesse?** It is extremely user friendly and integrates easily with our ticketing system. The customer support team is quick and very helpful. **What do you dislike about Cisco Finesse?** Cisco Finesse makes our work easier in client communications. No issues with the tool. **What problems is Cisco Finesse solving and how is that benefiting you?** It helps in keeping track of client communication and ticketing systems. It makes our work much easier. ### 24. It wa sa great experience to use the product **Rating:** 5.0/5.0 stars **Reviewed by:** Prateek A. | Tac Level 3 Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2023 **What do you like best about Cisco Finesse?** The experience it provides for the supervisor view is unique **What do you dislike about Cisco Finesse?** Nothing as of now everything looks good while using it **What problems is Cisco Finesse solving and how is that benefiting you?** It helps in automation and easy view ### 25. Helps improve customer experience with finesse **Rating:** 4.5/5.0 stars **Reviewed by:** Archita C. | Senior Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2023 **What do you like best about Cisco Finesse?** It is easy to integrate and requires minimal installation on client's side. I like its flexibility and customisation feature with a great and user friendly design. **What do you dislike about Cisco Finesse?** Nothing so far. The experience has been good **What problems is Cisco Finesse solving and how is that benefiting you?** Helping deliver better customer experience for clients and customer representatives. - [View Cisco Finesse pricing details and edition comparison](https://www.g2.com/products/cisco-finesse/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-19+17%3A39%3A30+-0500&secure%5Bsession_id%5D=237d3093-9652-44ff-a34b-872f24fee409&secure%5Btoken%5D=0fa7cdd45556219d060e75ae6d1f48fcfc4fd7c2d4276cb524fa86358efc279c&format=llm_user) ## Cisco Finesse Features **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Generative AI** - AI Text Generation - AI Text Summarization ## Top Cisco Finesse Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (591 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,936 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,329 reviews)