Cisco Cisco Agent Desktop 8.0 Fiche De Données
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Cisco Unified Outbound Dialer
X
Integrated multitabbed browser
X
Cisco Unified IP Phone Agent
Caller data display
X
X
X
Queue status data
X
X
X
Reason codes
X
X
X
Work wrap-up agent state
X
X
Agent-initiated recording
X
X
Supervisor-initiated barge-in, intercept, monitoring,
and recording*
and recording*
X
X
Cisco Agent Desktop Browser Edition
Agent E-Mail
Agent-initiated chat
Cisco Unified Presence Integration
Cisco IP Communicator support
X
X
Wrap-up data and reason codes
X
X
Task buttons
X
X
Event-triggered workflows
X
X
Enterprise data thresholds
X
X
Agent-initiated call recording (SPAN)
X
X
Application Integration
Web integration action
X
External application action
X
X
Interprocess communication interaction action
X
Keystroke macro action
X
X
Summary
The Cisco Agent Desktop software suite provides agents, supervisors, and administrators with
powerful tools to increase productivity and reduce costs in the contact center. Cisco Supervisor
Desktop provides the management framework for monitoring, coaching, collaborating, and training
centralized or virtual teams in performance metrics. Cisco Agent Desktop provides accurate
information to agents' desktops for more efficient, personalized contact handing. It can also reduce
wait times and hold times and facilitate quicker call resolution, leading to enhanced customer
experience and improved customer satisfaction. Transparent integration to Cisco Unified Contact
Center Express allows companies to quickly and easily deploy computer telephony integration
(CTI) and desktop workflow functions at new locations as customer contact operations expand --
continuing the evolution toward a true customer interaction network.
Cisco Unified Communications Services
Cisco Unified Communications Services allows you to accelerate cost savings and productivity
gains associated with deploying a secure, resilient Cisco Unified Communications Solution.
Delivered by Cisco and our certified partners, our portfolio of services is based on proven
methodologies for unifying voice, video, data, and mobile applications on fixed and mobile
networks. Our unique lifecycle approach to services can enhance your technology experience to
accelerate true business advantage.