--- title: "Cisco Finesse Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Cisco Finesse Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/251267/Cisco-Finesse/" page_type: "product" language: "en" --- # Cisco Finesse Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 27, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Cisco Finesse ## What is Cisco Finesse? Contact Center solution that provides quality assurance checks, team communication, call routing, and team performance dashboards. Cisco Finesse allows agents and managers to use single sign on (SSO) methods to keep call, agent, and customer data secure in addition to safety recording functionality. The system also provides in session coaching, which allows managers to train customer support agents in real time to enhance the customer experience. ## What is Cisco Finesse used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/) Top alternative Featured Overall rating Based on 11 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Cisco Finesse?[Manage this product listing](https://www.g2.com/products/cisco-finesse/claim_requests/new?auto=true) ## Cisco Finesse Overview Updated August 2026 AI summary Cisco Finesse provides contact centers with tools for managing customer interactions across multiple channels, including email and live chat. Designed for businesses of all sizes, it offers automated routing, support ticket management, reporting, and a knowledge base. Notable features include real-time monitoring, collaboration tools, and API integrations, delivered via cloud-based deployment for flexible access. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Cisco Finesse 4.9 (11) VS. [4.4 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting Price Contact vendor Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 5.0 (11) Ease Of Use 4.0 (18,145) Value For Money 4.7 (10) Value For Money 4.0 (12,831) Customer Service 4.8 (10) Customer Service 4.1 (14,063) ## Cisco Finesse alternatives Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/251267/Cisco-Finesse/alternatives/) ## FAQs about Cisco Finesse Overview ### Which roles and teams benefit most from Cisco Finesse? Cisco Finesse is most used by contact center agents, support teams, and customer-facing advisors who handle high call volumes and need efficient call routing, queue visibility, and faster resolution. IT support staff use it to manage service interactions, while supervisors and executives monitor agent performance and operational efficiency. Answer based on 11 reviews Overview ### What company size and industries is Cisco Finesse built for? Cisco Finesse is built primarily for midsize businesses, which account for 55% of reviewers, with strong enterprise adoption at 36%. It serves customer-facing operations across Consumer Services, Insurance, and Information Technology and Services equally, with each industry representing 18% of reviewers, while small businesses make up 9%. Answer based on 11 reviews Features and Usability ### What are the key features of Cisco Finesse? Cisco Finesse offers an agent interface with call routing, call transfer, call monitoring, call recording, and call tracking for contact center operations. It also includes real-time dashboards, reporting and analytics, automated routing, multi-channel communication, chat and email management, knowledge base management, and workforce management tools. Integrations ### Which third-party tools and platforms does Cisco Finesse integrate with? Cisco Finesse integrates with Cisco Jabber and Cisco Unified Communications Manager. These Cisco platform connections support contact-center calling and agent workflows, with Jabber serving as a common companion tool for handling calls and communication. Answer based on 2 reviews Getting Started and Support ### What training and onboarding options does Cisco Finesse offer? Cisco Finesse provides documentation to help teams get started. Documentation gives users written reference material for setup, feature review, and step-by-step guidance they can consult as needed. Getting Started and Support ### What customer support options does Cisco Finesse offer? Cisco Finesse provides email/help desk support and FAQ/forum resources. These channels give users a place to submit issues and search for common answers, but no reviewer feedback is available here to describe response times, helpfulness, or recurring support frustrations. ## Features AI summary Based on 5,357 Customer Service reviews Capterra data shows that buyers of Customer Service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) Cisco Finesse supports **Support Ticket Management** and **Multi-Channel Communication**, giving service teams a way to track customer issues and manage conversations across multiple touchpoints. However, it does not include **Call Center Management**. Instead, it offers other highly rated capabilities, such as **Email Management** (**40%**) and **Live Chat** (**43%**), which help teams respond to customers through key service channels and handle inquiries more efficiently, allowing businesses to improve response coverage and maintain consistent support experiences. Support Ticket Management 4.4 (8) 37.50% of 8 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Multi-Channel Communication 4.8 (10) 60.00% of 10 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Email Management 4.4 (5) 60.00% of 5 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Automated Routing 5.0 (7) 57.14% of 7 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Call Recording 4.7 (7) 57.14% of 7 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Quality Management 5.0 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Cisco Finesse 39 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Agent Interface: Agents can view and manage all customer requests and interactions. - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Email Management: Manage, store and organize emails within the system or via third-party apps - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Progress Tracking: Reporting on how each user, task or process has advanced since its initiation - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Reporting: Active reporting of data and metrics - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Single Sign On: Allow users to access multiple services after entering their login credentials once - Support Ticket Management: Allow customers/users to submit support queries and service requests - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.8 (11) 4.8 Based on 11 reviews ## Pricing Value for money 4.7 (10) ### Starting price Free trial not available Value for money 4.7 (10) 4.7 Based on 10 reviews ## Integrations [ Cisco Unified Communications Manager](https://www.capterra.com/p/157096/Unified-Communications-Manager/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (10) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (10) 4.8 Based on 10 reviews ## User reviews Overall rating 4.9 Based on 11 reviews Filter by rating 5(10) 4(1) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent NW Nathaniel W. Account Executive Information Technology and Services ### "Finesse review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 May 4, 2025 Pros Allows me to see active teammates and helps with logging my calls. Cons Can be finicky and randomly disconnect from the phone app not tracking any calls. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. FS Farid S. Tellecaller Consumer Services ### "Cisco finesse" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 15, 2024 Pros The interface is clean and user-friendly, making it easy for agents to manage calls, chats, and other tasks efficiently. Cons Cisco Finesse can be expensive for smaller organizations, especially when factoring in licensing and potential infrastructure costs Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. VJ Vishal J. Senior executive Consumer Services ### "Cisco finesse review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 9, 2024 Pros Cisco Finesse is highly appreciated for its user-friendly interface tailored to contact center environments. Cons Cisco finesse can be more improve by upgrading its api Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RG Rico G. Technology Support Specialist Government Relations ### "Cisco puts the 'Fine' in Finesse!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 December 7, 2023 We've had a great experience while using Finesse. That goes from the administrative side down to the end users who take calls daily using this platform. Pros Great overall platform that is as reliable as it is scalable. It allows multiple departments and teams to be set up in the call center queue to take various calls from clients in either an office or work-from-home environment. Cons Not much to dislike overall. It meets all of our needs from cost and functionality standpoints. Alternatives considered [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Reasons for choosing Cisco Finesse The overall Cisco name and compatibility with Jabber. Our organization is very Cisco-centric from our phone systems to our network infrastructure. It just made the most sense. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User IT Servicedesk Information Technology and Services ### "Snel en goed!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 December 4, 2023 Pros Het werkt super! Alles is goed, heel makkelijk om alles in te stellen en om dingen aan te passen. Vandaar dat wij het ook aan onze klanten adviseren. TOP! Cons Soms ligt er even uit maar dat kan bij elk programma wel is gebeuren. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Charity Mae C. Senior Agent Telecommunications ### "Cisco FINESSE, AT IT'S FINEST!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 21, 2023 Pros I like how easy for me to use it and can communicate with my customer well Cons so far, everything is going well kudos! Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. NK Navdeep K. insurance advisor Insurance ### "Product Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 19, 2023 Pros Call Routing fast, history easily available, call diversion easy both to client, in branch and out of branch.Provide the name of location from where we receives call makes our job easy. Cons I don't come across any cons for this software Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AS Amy S. Insurance Advisor Insurance ### "Cisco Finesse" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 13, 2023 Very happy so far with Cisco Finesse for my daily tasks. Pros We use Cisco Finesse on a daily basic at work. It is so useful to answer calls, call out and keep record of call log. We can transfer calls easily through our company. Cons The call recording option would be great. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KR Kelly R. It Support Computer & Network Security ### "Cisco" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 18, 2022 it is a fast-paced way to keep on top of things and able to handle any mode of calls and like anything else needs updates like all other voip or online serves. Pros easy to use saves sign in being using for 3 years Cons crashed in the middle of a call once in a while Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AM Andrea M. Global enrollment counselor Education Management ### "Cisco Finesse" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 18, 2022 I’ve loved it . Working remote my phone can only ring when my laptop is open and connected to WIFI. When I’m off work and I shut down the laptop it won’t ring . It’s not bulky and keeps things nice and neat at my desk Pros Works like a normal phone without the bulkiness of a hard wired land line . I am a remote employee and the completely on my laptop. Very easy to use , and it never rings when I’m not working anymore ! Cons Nothing ! It works great! Super easy to learn. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/251267/Cisco-Finesse/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.