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Data Sheet
Cisco Finesse 9.1
Product Overview
The Cisco Finesse
™
desktop is the next-generation agent and supervisor desktop for Cisco
®
Unified Contact
Center Enterprise, providing easy access to the applications and information required by your customer service
organization through a customizable web-based interface. It offers your customer care representatives an intuitive,
easy to use desktop design to help improve their performance and satisfaction which in turn enhances their ability
to provide quality customer service.
For IT professionals, the Cisco Finesse desktop offers smooth integration with the Cisco Collaboration portfolio.
Standards-compliant, it offers low-cost customization of the agent and supervisor desktops.
Business Value
The customer service group in your business or organization can handle thousands of inquiries from customers
and prospects every day. It is up to your customer service representatives to respond quickly and efficiently with
the information that customers request.
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.
The Cisco Finesse solution 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 your
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 your TCO. The Cisco Finesse desktop also provides a Web 2.0 software development kit (SDK) and
gadgets to enable developers to get started quickly with implementing in your environment.