Cisco Cisco Finesse 8.5(3) Datenbogen
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Data Sheet
Cisco Finesse 8.5
Product Overview
Cisco
®
Finesse is the next-generation agent and supervisor desktop for Cisco Unified Contact Center Enterprise,
providing benefits across a variety of communities that interact with your customer service organization. It is
designed to provide a collaborative experience that improves the customer experience by enhancing customer
service representative experience.
For IT professionals, Cisco Finesse offers smooth integration with the Cisco Collaboration portfolio. It is standards-
compliant, and offers low cost of customization of the agent and supervisor desktops.
Business Value
The customer service group in your business or organization can handle thousands of inquires from customers and
prospects every day. It is up to your customer service representatives to quickly and efficiently respond with the
information requested to meet the needs of the person looking for information.
To operate efficiently and effectively, customer service representatives in your organization need to employ
numerous different applications and have immediate access to a wealth of information. In the course of responding
to your customers, representatives constantly switch between applications when searching for information. This
process takes time - time that your customers spend waiting.
Cisco Finesse 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 the 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 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 total cost of ownership (TCO). Cisco Finesse also provides a Web 2.0 software development kit (SDK)
and gadgets to enable developers to quickly get started with implementing in your environment.
Table 1 lists the features and benefits of Cisco Finesse 8.5.
Table 1.
Features and Benefits of Cisco Finesse 8.5
Feature
Benefits
Product Baseline Features
Thin-client gadget-based desktop
● Enables desktop development using industry standards, providing an easily customizable desktop
user interface for Cisco Unified Contact Center Enterprise agents and supervisors.
● Offers contact center agents and supervisors access to the functions they need through OpenSocial
gadgets, enabling enterprises to implement a completely thin contact center desktop with all the power
and customization capabilities of traditional thick-client applications.
and customization capabilities of traditional thick-client applications.