Cisco Cisco Agent Desktop 8.0 データシート
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Cisco Agent Desktop for Cisco Unified Contact Center
Enterprise 7.5
Enterprise 7.5
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 a powerful team productivity and management suite of software solutions
for the Cisco Unified Contact Center. It provides a unified framework of tools in a composite
application that customer contact teams need to increase productivity, improve customer
satisfaction, and reduce costs. The Cisco Agent Desktop suite includes Cisco Supervisor Desktop
for team management and collaboration, Cisco Agent Desktop for agent workflow productivity, and
Cisco Desktop Administrator for agent desktop application configuration.
The Cisco Agent Desktop suite is deployed as an integrated component of Cisco Unified Contact
Center Enterprise or Cisco Unified Contact Center Hosted. Cisco Agent Desktop is provided in
three versions: Standard, Enhanced, and Premium to match your customer contact interaction
management requirements.
For contact center agents, the Cisco Agent Desktop:
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Provides a unified set of customer contact application tools in both browser- and Windows-
integrated editions
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Presents caller information in real time
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Provides performance reports that present snapshots of crucial metrics
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Extends real-time collaboration to the broader enterprise through presence integration
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Offers integrated business applications, providing easy access to customer data
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(Enhanced and Premium) Allows one-click automation of routine operations using the task
toolbar
For contact center supervisors, the Cisco Supervisor Desktop:
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Provides the management framework for monitoring, coaching, and training centralized or
virtual teams
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Manages contact center environment and processes
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Displays snapshots of crucial customer contact center metrics in real time
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Alerts supervisor when contact center events occur that exceed defined thresholds
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Monitors and records agent calls
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Provides collaboration and intervention tools to help agents meet customer needs and call
center objectives
For contact center managers or administrators, the Cisco Desktop Administrator: