Cisco Finesse 11.0 Data Sheet
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Product Overview
Your customer service representatives need immediate access to a wealth of information. Help them quickly search for information using numerous applications. Enable them to respond to your customers promptly. With the Cisco Finesse® desktop you can. This intuitive, easy-to-use desktop can help your representatives improve their performance and satisfaction, in turn enhancing their ability to provide quality customer service.
The Cisco Finesse desktop is the next-generation agent and supervisor desktop for Cisco® Customer Collaboration solutions, providing easy access to the applications and information your customer service representatives need through a customizable web-based interface. It offers your customer care representatives an intuitive, easy-to-use desktop design to help improve their performance and satisfaction, in turn enhancing their ability to provide quality customer service.
For IT professionals, the Cisco Finesse desktop offers smooth integration with the Cisco Contact Center product portfolio. Standards-compliant, it offers low-cost customization of the agent and supervisor desktops.
Business Value
The customer service group in your business or organization can handle thousands of inquiries from customers and prospects every day, and your customer service representatives need to respond quickly and efficiently with the information that customers request. When responding to customers, representatives constantly switch between applications to search for information. This process takes time - time that your customers spend waiting.
The Cisco Finesse solution meets this challenge by creating a personalized desktop work environment using a web-based interface. The Cisco Finesse desktop provides a single, customizable cockpit that enables your customer care representatives to take advantage of multiple assets and information sources to assist customers.
Fast, efficient, accurate service results in happy, satisfied, and loyal customers who will return to do business with you again. And it saves operational costs for your business.
Features and Benefits
The Cisco Finesse agent and supervisor desktop for Cisco Unified Contact Center Enterprise and Unified Contact Center Express integrates traditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is 100-percent browser-based and implemented through a Web 2.0 interface; no client-side installations are required, thus reducing your total cost of ownership (TCO). The Cisco Finesse desktop also provides a Web 2.0 software development kit (SDK) and gadgets to enable developers to get started quickly with implementing in your environment.
Table 1 lists the features and benefits of Cisco Finesse 11.0.
Table 1. Features and Benefits of Cisco Finesse 11.0
| Feature |
Benefits |
| Product Features |
|
| Web 2.0 SDK |
● Allows customers to create next-generation applications or integrations to Cisco Unified Contact Centers
● Offers a powerful, broadly applicable Web 2.0-based application programming interface (API) for use with gadget-based applications provided by Cisco with the SDK; custom-built gadget-based applications; third-party desktop applications; wallboard; and workforce management products
|
| Open Web 2.0 APIs |
● Simplify the development and integration of value-add applications by Cisco partners
● Open the traditionally closed or proprietary world of desktop applications
● Minimize the need for detailed desktop development expertise using APIs that hide the complexity of the underlying architecture and functions
● Enable Cisco partners to take advantage of pervasive web developer talent to create new and modify existing desktop gadget applications
|
| Enterprise mash-up architecture |
● Offers the ability to mash up contact center data and enterprise components using the Cisco Enterprise or Express Collaboration platform
● Offers the ability to combine Cisco Finesse agent and supervisor components with the transformational enterprise social software capabilities of the Cisco Collaboration platform to provide high-quality customer care
|
| Multiple call variable layouts per system |
● Enable administrators to define multiple call variable layouts and decide which layout to display to the agent
● Allow for easier migration from Cisco Agent Desktop to Cisco Finesse desktop because changes to routing scripts are not required
|
| Cisco Finesse IP Phone Agent support |
● Cisco Finesse IP Phone agent functionality Allows agents to access Cisco Finesse functions including: agent state, ready and not-ready codes, wrap-up codes, and caller data
● Allows agents to continue to take customer calls if they do not have access to the Cisco Finesse desktop in their browser
|
| Live data for Cisco Finesse agents (Cisco Unified Contact Center Enterprise [UCCE] only) |
● Gives agents integrated access to team real-time status information
● Allows supervisors to make real-time decisions such as transfer targets or team coverage for optimal agent coverage
|
| Desktop Features |
|
| Call-control gadget |
● Allows both agents and supervisors complete call control including answer, hold, retrieve, conference, transfer, and end call; in addition, the phone book feature allows agents and supervisors to click to call from a directory
● Provides supervisors added control with barge and intercept
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
|
| Optional wrap-up codes (Cisco Unified Contact Center Enterprise [Unified CCE]) |
● Allows agents to choose to go into wrap-up after a call
● Puts agents who select wrap-up into a pending wrap-up state until wrap-up is completed
|
| Real-time queue statistics for agents (Cisco Unified Contact Center Express [Unified CCX]) |
● Provides a gadget for agents to see real-time queue statistics for their team
|
| Multisession web chat support (Unified CCX) |
● Allows agents to work on multiple chat sessions at the same time for increased agent resource usage
|
| Multiline support |
● Allows agents to use multiple lines on their phone
● Provides for reporting on secondary lines
|
| Team performance gadget |
● Shows supervisors the agent state, time in state, and extension of all agents that are on the supervisor's team
● Includes controls for supervisors to silent monitor the agent or change the state of the agent
|
| Supervisor team performance gadget |
● Enables supervisors to view “not-ready” reason codes in supervisor team performance gadget: break, at lunch, or wrap-up from another call
|
| Queue gadget |
● Shows supervisors the number of calls in queue, time of longest call in queue, and a list of the number of agents in each state across all queues; the queue gadget also supports Cisco Unified Contact Center Enterprise 9.0 precision queues
|
| HTTP and Representational State Transfer (REST) API workflows |
● Allows easy configuration of complex screen pop actions based on the attributes of a call, allowing agents to provide improved service and reduce call times
|
| Mobile agent support |
● Allows agents to log into their Cisco Finesse desktops remotely and receive calls regardless of the type of phone they are using
|
| Outbound dialing support and scheduled call back |
● Supports outbound dialing including progressive, predictive, and direct preview modes, allowing agents to handle both inbound and outbound dialing tasks
● Provides a gadget to allow agents to take part in outbound calling campaigns when real-time contact queues (inbound calls and web chats) are low
● Allows agents to schedule call backs during outbound calling campaigns when the customer is reached at an inconvenient time
● Allows agents to schedule call backs for the same agent or go to any available agent
|
| Username login |
● Allows agents and supervisors to log in with their usernames instead of agent IDs, enabling them to log in quickly and accurately
|
| E.164 support |
● Supports E.164 published by the ITU-T for international dialing
|
Platform Support, Compatibility, and Specifications
Consult the Cisco Finesse release notes for hardware and operating system requirements, for compatibility with other Cisco and third-party products, and for additional product specifications: https://developer.cisco.com/site/finesse/.
Licensing
The Cisco Finesse solution is licensed by seat. For more information regarding licensing, please contact your Cisco representative or Cisco authorized partner.
Warranty Information
Find warranty information about the Cisco Finesse desktop on Cisco.com at the Product Warranties page.
Ordering Information
To place an order for the Cisco Finesse desktop, visit the Cisco Ordering Home Page. To download software, visit the Cisco Software Center.
Cisco Services
Cisco Services adapt to market changes while increasing productivity, improving competitive advantage, and delivering a rich-media experience across any workspace.
The combined strengths of Cisco and our partners provide a portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term business goals. Together we create innovative, network-centric architecture solutions resulting in a scalable and responsive foundation that can help you realize the full value of your IT and communication investment.
For more information about Cisco Unified Contact Center Services, please visit: http://www.cisco.com/go/ucservices.
Cisco Authorized Partners
Cisco Advanced Technology Partners and Cisco Unified Communications Advanced Partners are authorized to sell and install the Cisco Finesse desktop. To find an authorized reseller, contact your local Cisco representative or visit the Cisco Partner Locator at: http://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do.
Cisco Developer Network
The Cisco Developer Network program offers a formalized means for developers to develop value-added applications, solutions, and gadgets for use with the Cisco Finesse desktop. Information about Cisco Developer Network partners is available at: http://developer.cisco.com/web/finesse/overview.
Cisco Capital
Financing to Help You Achieve Your Objectives
Cisco Capital can help you acquire the technology you need to achieve your objectives and stay competitive. We can help you reduce CapEx. Accelerate your growth. Optimize your investment dollars and ROI. Cisco Capital financing gives you flexibility in acquiring hardware, software, services, and complementary third-party equipment. And there’s just one predictable payment. Cisco Capital is available in more than 100 countries. Learn more.
For More Information
For more information about the Cisco Finesse desktop, please visit: http://www.cisco.com/go/finesse.
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