Page 21 - The Road to Digitalization of your Contact Center

Page 20 | Unified User Interface and Desktop Strategy Page 21 | Unified User Interface and Desktop Strategy

Cisco Finesse Functions overview CRM integration Benefits of a desktop strategy

The Cisco Finesse client is the agent and supervisor workplace of • Web-based desktop We develop powerful and user-friendly CRM CTI integrati- • 360° view of the insured through centralized data of all

the next generation. The web-based desktop combines the latest • Ready/not ready switching ons for Cisco Contact Center. Our solutions help you mas- communication channels.
technologies, giving employees easy access to the applications • Pop-up for incoming calls ter business-critical and complex processes in customer • Accessibility through own choice of communication channels.
and information they need. An intuitive and accessible user inter- • Call answer, call hold communication. Our CRM-based connectors are built for • Clear channels through overall monitoring of workload,

face design increases the efficiency of work processes, which in • Transfers and conferences Microsoft Dynamics, Salesforce, ServiceNow, Oracle, Sie- availability and lost contacts.

turn improves the quality of customer service. • Call classification with follow-up reasons bel, SAP, SAP C4C, and Zendesk, with the highest quality • Central availability status: improve accessibility through real-
• Team info from team leader standards, time status information and avoid unsuccessful transfers
Cisco Finesse provides IT professionals with a seamless integration • One desktop for all media including email and chat (unified communication).

of the contact center product range into the existing IT landscape • Finesse login and language support Integrate Cisco CCE and your CRM with an easy-to-use • Support responsibility and organization guidelines through

and, by default, allows cost-effective customization of the agent • Finesse phonebook and dial pad and powerful gadget that seamlessly integrates into your predefined representative rules.
and supervisor desktop via the integrated gadget technology. agent environment. By providing a unified interface for • Automated routing of all channels based on service level
handling interactions, with all relevant information and specifications.

For more information, please visit our product page. necessary tools directly available to agents, you enable • Prioritization of customer concerns within central queues

customer communications the way they should be: effi- across all available channels.
cient, intuitive, and purposeful. • Skill-based rules to target the best possible service agents.

• And more!
For more information, please visit our product page.

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