Cisco Cisco Finesse 8.5(3) 白書

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White Paper

Select the Right Desktop for Your Cisco Unified
Contact Center Enterprise: Cisco Finesse or Cisco
Agent Desktop

Introduction

This white paper is intended for Cisco

Unified Contact Center Enterprise customers who are deciding between

Cisco Finesse

or Cisco Agent Desktop for the desktop, or for current Cisco Agent Desktop customers who are

considering migrating to Cisco Finesse. You will find valuable information in this white paper to help you

understand the differences in features and functionality between Cisco Finesse and Agent Desktop. By learning

how these differences affect your business and agent and supervisor productivity, you will be able to make

a well-informed decision about which solution is best for your business.

Cisco Finesse 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. It offers numerous benefits,

including:

●

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

you install it, and agents simply point their browser to the Cisco Finesse server. There is no client

executable to install and maintain, which reduces total cost of ownership (TCO).

●

A container architecture built for client-side integration: Cisco Finesse 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 have easy access to

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

●

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

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 level of

customization that is possible with Cisco Finesse is a lot greater than what is possible with Agent Desktop.

Feature Differences Between Cisco Finesse and Agent Desktop

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

Finesse and Agent Desktop.

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

●

Agent-to-agent chat

●

Task buttons

●

Some workflow events and actions

●

Recent call list

●

Integrated recording controls

●

Silent monitoring for mobile agents