List of Cisco Finesse Customers
Cisco Systems
170 West Tasman Drive,
San Jose, 95134-1706, CA,
United States
San Jose, 95134-1706, CA,
United States
1 408-526-4000
Professional Services
86200
$61.5B
Since 2010, our global team of researchers has been studying Cisco Finesse customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco Finesse for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco Finesse for Customer Experience include: Nutrien, a Canada based Consumer Packaged Goods organisation with 25500 employees and revenues of $25.97 billion, Ford UK, a United Kingdom based Automotive organisation with 5960 employees and revenues of $17.22 billion, Sytner Group, a United Kingdom based Automotive organisation with 10630 employees and revenues of $9.63 billion, HM Revenue & Customs, a United Kingdom based Government organisation with 67500 employees and revenues of $9.46 billion, Frasers Group, a United Kingdom based Retail organisation with 32000 employees and revenues of $7.42 billion and many others.
Contact us if you need a completed and verified list of companies using Cisco Finesse, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Cisco Finesse customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Capital One UK | Banking and Financial Services | 1250 | $713M | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2022 | n/a |
In 2022, Capital One UK deployed Cisco Finesse to upgrade contact centre agent and supervisor tooling. Cisco Finesse from Cisco Systems was implemented as a Customer Experience solution to centralize agent desktops, supervisor dashboards, and real-time monitoring across its UK customer service operations.
The implementation concentrated on core Cisco Finesse capabilities including the agent desktop, supervisor desktop, call control workspace, and in-session scripting for common contact handling tasks. Configuration work emphasized role-based interfaces, desktop layout templates, softphone controls and wrap-up workflows to standardize agent interactions and supervisor oversight.
Architecturally the deployment was scoped to Capital One UK contact centre operations and aligned with enterprise contact centre infrastructure to ensure consistent agent experience and operational monitoring. Operational coverage targeted customer service and support functions, with the Cisco Finesse application providing the central desktop for day-to-day agent and supervisor activities.
Governance centered on role-based access controls, supervisory escalation workflows, and configuration management for desktop profiles and scripting. Rollout was executed through staged provisioning of agent pools and supervisor consoles to manage operational risk while bringing the Cisco Finesse environment into production.
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Central Bank of Indonesia | Banking and Financial Services | 5318 | $6.2B | Indonesia | Cisco Systems | Cisco Finesse | Customer Experience | 2021 | n/a |
In 2021 Central Bank of Indonesia implemented Cisco Finesse to standardize agent desktop operations for its IT Service Desk. Cisco Finesse was deployed to support Customer Experience workflows for the bank's IT support organization in Jakarta Raya, Indonesia, with adoption beginning in June 2021 and continuing to present.
Implementation centered on Cisco Finesse agent desktop configuration, encompassing call control, queue management, real-time agent state handling, supervisor monitoring, and built-in reporting and analytics capabilities. Configuration emphasized role-based agent profiles, scripted contact handling workflows, and desktop tools to manage incident and service request lifecycles used by service desk analysts.
Operational scope focused on the IT Service Desk function where analysts use Cisco Finesse for day to day contact handling and service operations. Governance was established through centralized administration of queue and routing settings, defined agent and supervisor permissions, and process alignment to existing IT operational procedures to standardize ticket intake and contact handling.
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ExamWorks UK, a Premex Group Company | Professional Services | 1875 | $384M | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2015 | n/a |
In 2015, ExamWorks UK, a Premex Group Company deployed Cisco Finesse at its United States headquarters. Cisco Finesse is being used as the agent desktop and automatic call distribution component within the Customer Experience environment to support inbound voice contact handling and agent queue management.
The implementation centers on Cisco Finesse ACD call handling and agent desktop capabilities, aligning telephony controls with service desk workflows. Service Desk analysts used Cisco Finesse to answer calls, manage queues, and coordinate customer interactions while creating and updating tickets in the ManageEngine ticketing system. The ExamWorks deployment also operated alongside standard IT support tooling for voice endpoint troubleshooting and VoiP phone issue resolution.
Operational workflows tied Cisco Finesse call activity to broader IT support processes, where analysts performed account administration tasks in Microsoft Active Directory and Avatier Password Station, managed email accounts on Microsoft Exchange and Office 365, and supported VDI environments running VMware. The service desk environment interfaced functionally with Genetec for security badge management and Teradici for Zero Client management, reflecting a multi-system operational coverage across user provisioning, access control, and desktop virtualization.
Governance and rollout included targeted projects that leveraged the service desk platform, most notably the Domain.local Active Directory migration project where the team migrated approximately 987 accounts and completed the goal before the projected December 2015 end date. Analysts also supported an office relocation for a 120 user business unit, addressing network cabling, switch and printer reconfiguration, and ensuring continuity of Customer Experience operations during the move.
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Ford UK | Automotive | 5960 | $17.2B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2018 | n/a |
In 2018 Ford UK implemented Cisco Finesse as part of its Customer Experience tooling, deploying the Cisco Finesse agent and supervisor desktop within a Cisco contact center architecture. Support and Level 1 maintenance for the environment was provided by HCL Technologies Chennai, who worked on day to day operational support and technical troubleshooting for the UC stack.
The implementation centered on contact center desktop capabilities in Cisco Finesse integrated with call control and telephony features, including Class of Control configuration and Call Admission Control. Configuration work included extension mobility, voicemail password management and alternate extensions, Bulk Administration Tool provisioning for IP phones, and IP phone deployments across Series 7940, 7960 and 7961 devices where required.
Architecturally the Cisco Finesse deployment was integrated with Cisco Unified Communications Manager, Cisco Unity, Cisco Voice Portal, Cisco Contact Center components and Cisco Jabber, with voice gateway interfaces supporting SIP, MGCP, H.323 and SCCP signaling. Operations used RTMT for server and service monitoring and BMC Remedy for incident handling, with regular collaboration between voice engineers, network teams and the NOC to analyze network activity and prevent systematic errors.
Governance focused on operational support processes and configuration best practices, including partition and CSS based class of service, complex call routing and E164 dial plan considerations. The team explicitly recommended and implemented unified communications network monitoring software and design enhancements to improve system availability and overall performance.
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Frasers Group | Retail | 32000 | $7.4B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2014 | n/a |
In 2014, Frasers Group implemented Cisco Finesse as a Customer Experience application to provide an agent desktop and supervisor interface for its VOIP telephony and contact routing workflows. The deployment was positioned inside the retailer’s broader voice estate to centralize agent interaction handling and real-time queue management across retail and corporate channels.
Cisco Finesse was configured to expose agent desktop capabilities, supervisor monitoring, and interaction control while integrating with the enterprise UCCX queueing system for skill based routing and call handling. The implementation leveraged Cisco Unified Call Manager version 12.5 for call control and device registration, with direct integration to Voice Gateways and SIP Gateways to terminate external numbers and support hunt groups.
The solution was hosted within Frasers Group’s datacentre and operational network fabric, tied into the VMware based server estate and Nexus 5K and 7K switching infrastructure that also supports VNX storage and ECOM servers. Operational coverage included Head Office, large warehouses, and over a thousand stores and sites nationally and internationally, with the voice environment operating alongside the carrier estate of more than two thousand ISP lines.
Ongoing ownership and governance rested with the third line infrastructure team and Senior Network and Voice Infrastructure Engineers, who maintained Cisco Finesse alongside CUCM, UCCX, voice gateways, and site network equipment. The implementation supported cross site rollout and takeover projects, with engineers providing configuration, troubleshooting, and on site training to align telephony, routing, WiFi, and security configurations during new store and office integrations.
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Professional Services | 4959 | $1.8B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2016 | n/a |
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Government | 67500 | $9.5B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2015 | n/a |
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Construction and Real Estate | 3000 | $1.8B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2022 | n/a |
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Insurance | 3000 | $800M | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2018 | n/a |
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Insurance | 4309 | $2.5B | United Kingdom | Cisco Systems | Cisco Finesse | Customer Experience | 2020 | n/a |
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Buyer Intent: Companies Evaluating Cisco Finesse
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Cisco Finesse. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Cisco Finesse for Customer Experience include:
- Osf Healthcare, a United States based Healthcare organization with 26000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Osf Healthcare | Healthcare | 26000 | $3.9B | United States | 2025-08-14 |
FAQ - APPS RUN THE WORLD Cisco Finesse Coverage
Cisco Finesse is a Customer Experience solution from Cisco Systems.
Companies worldwide use Cisco Finesse, from small firms to large enterprises across 21+ industries.
Organizations such as Nutrien, Ford UK, Sytner Group, HM Revenue & Customs and Frasers Group are recorded users of
Cisco Finesse for Customer Experience.
Companies using Cisco Finesse are most concentrated in Consumer Packaged Goods, Automotive and Government, with adoption spanning over 21 industries.
Companies using Cisco Finesse are most concentrated in Canada and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Cisco Finesse across Americas, EMEA, and APAC.
Companies using Cisco Finesse range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 5.88%, large organizations with 1,001-10,000 employees - 70.59%, and global enterprises with 10,000+ employees - 23.53%.
Customers of Cisco Finesse include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Cisco Finesse customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.