Cisco Cisco Agent Desktop 8.0 Fiche De Données

Data Sheet

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Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5

Cisco

Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and

mobile networks, enabling easy collaboration every time from any workspace.

Product Overview

Cisco Agent Desktop is the tightly integrated computer telephony integration (CTI)-enabled productivity and

management software suite for Cisco Unified Contact Center Express. The packaged components provide customer

contact teams with powerful tools to increase productivity, reduce operating costs, and improve customer satisfaction.

Deployed as a co-resident component of Cisco Unified Contact Center Express, the suite includes a comprehensive

collection of applications that deliver a rich set of services and call-event data to contact center agents and

supervisors operating in a Microsoft Windows, web, or IP phone service environment.

For contact center agents the suite offers:

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Cisco Agent Desktop: Windows-based agent desktop application that includes Agent E-Mail, collaboration and

Cisco Unified Presence integration, and work-flow and enterprise application integration

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Cisco Agent Desktop - Browser Edition: Java-based agent desktop application supported in a Windows and

Red Hat Linux environment

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Cisco IP Phone Agent: IP phone-based agent since the application resides on the phone and not the agent's

computer, we should omit "desktop." application

For contact center supervisors the suite offers:

●

Cisco Supervisor Desktop: Windows-based supervisor desktop application that provides team management,

monitoring, and collaboration capabilities

For contact center administrators the suite offers:

●

Cisco Desktop Administrator: Browser-based administrator configuration module

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Cisco Work Flow Administrator: Windows-based administrator application that manages application work flow

and enterprise application integration

The agent and supervisor desktop products can be displayed in English as well as Brazilian Portuguese, Canadian

French, simplified and traditional Chinese, Danish, Dutch, Finnish, French, German, Italian, Japanese, Korean,

Norwegian, Polish, Russian, Swedish, Spanish, and Turkish. (Note: Only a single language may be deployed within a

system. All agent and supervisor desktops will display the same language.)

The Cisco Agent Desktop suite comes in three versions: Standard, Enhanced, and Premium. Application and feature

availability within these versions varies; your selection of a version should match your customer contact-interaction-

management requirements.

This document applies only to Cisco Unified Contact Center Express 8.5 and later.

Features and Benefits

The Cisco Agent Desktop suite encompasses the following applications and features: