Page 18 - The Road to Digitalization of your Contact Center

18 Page 19 | Unified User Interface and Desktop Strategy

Connection of ERP systems and CRM in the agent desktop of Cisco Finesse

Media-disruption-free technologies facilitate communication and reduce administrative effort. Your service center receives hundreds of
customer requests a day and you want to process them accurately. With Finesse, data from your ERP or CRM is quickly available. All

relevant customer information is provided in the customizable “Agent Cockpit” to process the requests holistically and successfully. All
customer service agents, case workers, and case managers should work with the same end-to-end designed and unified communication

solution.
Unified User Interface and

Desktop Strategy Benefits Barrier-free

• Easy handling Whether working from the CRM or Finesse, media-disruption-

• Less personnel expenditure free and browser-based communication leads to improved

• Support of the specialist department in case of overload customer experience.
• Uniform reporting
• Central availability status The use of a wide variety of devices (smartphone, tablet, lap-

• Provides transparency and improves the availability of top, phone) is also made possible with Cisco.

employees
• Helps meet service level requirements across all channels

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