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White Paper

Selecting the Right Desktop for Your Cisco Unified
Contact Center Express: Cisco Finesse or Cisco
Agent Desktop

Introduction

This white paper is intended to assist Cisco

Unified Contact Center Express customers who are deciding between

Cisco Finesse

Desktop and Cisco Agent Desktop. It can help you understand the differences in features and

functionality between the two solutions. By learning how these differences affect your business and

agent/supervisor productivity, you will be able to make a well-informed decision about which solution is best for

your business.

Cisco Finesse Desktop is a next-generation agent and supervisor desktop solution designed to meet the growing

needs of agents, supervisors, and the administrators and developers who support them. Cisco Finesse Desktop

offers numerous benefits, including:

●

A 100 percent browser-based agent and supervisor desktop: Cisco Finesse Desktop runs in a browser,

meaning you install Cisco Unified Contact Center Express (CCX) and agents simply point their browser to

the Unified CCX server. There is no client executable to install and maintain, reducing total cost of

ownership.

●

A container architecture built for client-side integration: Cisco Finesse Desktop is more than an agent state

and call-control application. It is an OpenSocial gadget container, built to include third-party applications in a

single agent desktop experience. Rather than switching between applications, agents will have easy access

to all applications and tools from a single window, increasing agent efficiency.

●

An easy-to-use API: The Cisco Finesse API is a modern, open-standards-based web API, exposed via

representational state transfer (REST). Each function available in the Cisco Finesse user interface (UI) has

a corresponding REST API that allows all types of integrations for developers to use. The extensibility and

ease of use of the API is unprecedented on Unified CCX.

Feature Differences Between Cisco Finesse and Cisco Agent Desktop

Before making a decision for your desktop, it is important that you understand the differences in features for Cisco

Finesse Desktop and Cisco Agent Desktop. Licensing for Cisco Finesse Desktop is available as a Unified CCX

Enhanced or Premium agent seat license.

Some key features in Cisco Agent Desktop are not yet available in Cisco Finesse Desktop. These features include:

●

Agent-to-agent chat

●

Some workflow events and actions

●

Blind transfer

●

Recent call list

●

On-demand call recording