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Data Sheet
Cisco Finesse 10.0
Product Overview
The Cisco Finesse
®
desktop is the next-generation agent and supervisor desktop for Cisco
®
Customer
Collaboration solutions, 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, in turn enhancing their
ability to provide quality customer service.
For IT professionals, the Cisco Finesse desktop offers smooth integration with the Cisco Contact Center product
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 and Unified Contact
Center Express 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 total cost of ownership (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.