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
Express 7.0
Express 7.0
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 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 Express. Cisco Agent Desktop is provided in three versions: Standard, Enhanced, and
Premium to match your customer contact interaction management requirements.
Cisco Agent Desktop and Cisco Supervisor Desktop are powerful software solutions for the
customer contact center. They give customer contact agents and supervisors Service-Oriented
Architecture (SOA)-based tools to increase productivity, improve customer satisfaction, and reduce
costs.
For contact center agents, the Cisco Agent Desktop:
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Provides a unified set of customer contact application tools in Windows-integrated
deployments
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Presents caller information in real time
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Allows one-click automation of routine operations using the task toolbar
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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 integration to business applications, providing easy access to customer data
For contact center supervisors, the Cisco Supervisor Desktop:
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Provides the management framework to monitor, coach, and train centralized or virtual
teams
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Manages contact center environment and process
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Displays snapshots of crucial customer contact center metrics in real time
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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