Cisco Cisco Agent Desktop 8.0 Datenbogen
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Provides the ability to configure workflows and desktop settings, and integrate business
applications in a packaged paradigm, with no programming required
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Allows effortless scaling of the Cisco Agent Desktop suite from single- to multisite IP-based
contact centers
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Offers an intuitive and GUI-based solution, decreasing IT dependency and supporting
simplified customization, maintenance, and change management
Figure 1 illustrates how Cisco Agent Desktop and Cisco Supervisor Desktop allow agents and
supervisors at multiple locations to operate as one virtual team, with full computer telephony
integration (CTI) capabilities, monitoring, collaboration, and reporting.
Figure 1. Cisco Agent Desktop and Cisco Supervisor Desktop Enable Virtual Teams
The products can be displayed to agents and supervisors in English, French, Canadian French,
Italian, German, Spanish, simplified and traditional Chinese, Russian, Japanese, Korean, Brazilian
Portuguese, Dutch, Swedish, Danish, and Norwegian.
Cisco Supervisor Desktop Features
The main features of the Cisco Supervisor Desktop follow:
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Interactive collaboration with agents, including barge-in, intercept, and silent monitoring, is
supported.
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In environments with Cisco Unified Presence, collaboration can be extended beyond the
contact center and supervisors can interact with subject matter experts throughout the
enterprise.
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On-demand recording of active agent calls, available in Enhanced and Premium versions,
improves customer service and encourages appropriate and consistent agent behavior.