Cisco Cisco Agent Desktop 8.0 Fiche De Données

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Data Sheet

Cisco Agent Desktop for Cisco Unified Contact
Center Express 9.0

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:

●

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.

●

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

Red Hat Linux environments.

●

Cisco IP Phone Agent: IP phone-based agent 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.

●

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 management

requirements for customer contact interaction.

This document applies only to Cisco Unified Contact Center Express 9.0.