# Cisco Finesse Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Cisco Finesse Software - reviews, pricing plans, popular comparisons to other Customer Service products and more.

Source: https://www.capterra.com/p/251267/Cisco-Finesse/pricing

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# 

 Cisco Finesse Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 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)[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/)

Overall rating

Based on 11 user reviews

Reviews sentiment

Positive

\-

Neutral

\-

Negative

\-

Contact vendor  
for pricing

Free trial  
not available

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## 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 (18,765)](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 (18,100)

Value For Money

4.7 (10)

Value For Money

4.0 (12,789)

Customer Service

4.8 (10)

Customer Service

4.1 (14,021)

## Cisco Finesse alternatives

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

Highest Rated

[4.7 (1,753)](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

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

95%

of reviewers

rated it above 4 stars

[4.5 (3,407)](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

[View all alternatives](https://www.capterra.com/p/251267/Cisco-Finesse/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

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.

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

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.

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

Cisco Finesse 39 features

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Agents can view and manage all customer requests and interactions.

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

Tickets are automatically assigned to specific agents based on predefined rules

Listen to live phone conversations for the purpose of training and assessing agent performance

Record the audio of phone conversations for quality assurance purposes

Track and report on all incoming and outgoing calls

Sends voice calls to a specific queue based on predetermined criteria

Provide agents with a typical response for common call subject matter

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Transfers live calls to other agents

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Access previous interactions or concerns to maintain customer relationships

Alter the layout and content of reports

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Manage, store and organize emails within the system or via third-party apps

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Public or private sharing of digital files such as documents, audio/video, images, and more

Track interaction history by documenting conversations for contacts

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Ability to chat online in real time

Observe and track the demand, usage, progress or quality of a system, product, or user

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Reporting on how each user, task or process has advanced since its initiation

Plan and coordinate all the resources, costs and time needed to execute assignments

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Engage in direct, instant messaging with customers, users, etc.

Receive data and information in real time

Active monitoring of systems, applications, or networks

Active reporting of data and metrics

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Allow users to access multiple services after entering their login credentials once

Allow customers/users to submit support queries and service requests

A set of processes to optimize the productivity of its employees

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Features

4.8 (11)

4.8

Based on 11 reviews

## Pricing

Value for money

4.7 (10)

### Starting price

Contact vendor  
for pricing

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

[CXone Mpower](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.

AU

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

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.

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/)

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