Cisco Cisco IP Queue Manager データシート
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Feature
Benefits
Cisco Finesse desktop
software
software
The Cisco Finesse desktop is a next-generation agent and supervisor desktop solution designed to provide easy
access to the applications and information required by your customer service organization through a customizable
web-based interface. It offers your customer care representatives an intuitive, easy to use desktop design to help
improve their performance and satisfaction which in turn enhances their ability to provide quality customer service.
access to the applications and information required by your customer service organization through a customizable
web-based interface. It offers your customer care representatives an intuitive, easy to use desktop design to help
improve their performance and satisfaction which in turn enhances their ability to provide quality customer service.
For IT professionals, the Cisco Finesse application offers a thin-client agent desktop that integrates smoothly with the
Cisco Collaboration portfolio. It is standards-compliant, and offers low cost of customization of the agent and
supervisor desktops.
Cisco Collaboration portfolio. It is standards-compliant, and offers low cost of customization of the agent and
supervisor desktops.
Cisco Agent Desktop
Cisco Agent Desktop provides ready-to-use agent desktop capabilities that allow agents to perform call-control
functions directly from their desktops. Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-
time collaboration into the broader enterprise by integrating the contact center desktop applications with Cisco Unified
Presence. Through this integration, agents and supervisors can collaborate with relevant colleagues and subject-
matter experts outside the contact center. For efficiency and convenience, the contact center defines the view to show
only those colleagues who are appropriate for agents to access.
functions directly from their desktops. Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-
time collaboration into the broader enterprise by integrating the contact center desktop applications with Cisco Unified
Presence. Through this integration, agents and supervisors can collaborate with relevant colleagues and subject-
matter experts outside the contact center. For efficiency and convenience, the contact center defines the view to show
only those colleagues who are appropriate for agents to access.
Customers may also use Cisco Agent Desktop to integrate with Salesforce.com and Siebel with minimal software
development. For other popular third-party CRM applications, Cisco Agent Desktop facilitates integration using key-
stroke macros or dynamic URLs, running the (web-based) CRM user interface in the Cisco Agent Desktop integrated
browser.
development. For other popular third-party CRM applications, Cisco Agent Desktop facilitates integration using key-
stroke macros or dynamic URLs, running the (web-based) CRM user interface in the Cisco Agent Desktop integrated
browser.
Cisco Agent Desktop
Browser Edition
Browser Edition
The Cisco Agent Desktop Browser Edition executes as a thin client from within a commercial web browser, making it
easy to deploy and maintain. The application also includes an agent toolbar, contact data, enterprise data, and agent
status information, making it an ideal solution in thin-client applications.
easy to deploy and maintain. The application also includes an agent toolbar, contact data, enterprise data, and agent
status information, making it an ideal solution in thin-client applications.
Cisco Unified IP Phone
Agent
Agent
Cisco Unified IP Phone Agent provides basic ACD functions on a Cisco Unified IP Phone - and in many cases it
eliminates the need for installation of an agent desktop on the agent's PC.
eliminates the need for installation of an agent desktop on the agent's PC.
Self-service and call-
treatment capabilities
treatment capabilities
Cisco offers two options for self-service and call treatment: Cisco Unified IP Interactive Voice Response (Unified IP
IVR) and Cisco Unified Customer Voice Portal (Unified CVP). Cisco Unified Contact Center Enterprise can also
integrate with third-party IVR and self-service systems through its open IVR Service Control interface.
IVR) and Cisco Unified Customer Voice Portal (Unified CVP). Cisco Unified Contact Center Enterprise can also
integrate with third-party IVR and self-service systems through its open IVR Service Control interface.
Cisco Unified IP IVR
Cisco Unified IP IVR for Cisco Unified Contact Center Enterprise is designed to simplify business integration, increase
flexibility, and provide efficiency gains in network hosting. These features reduce business costs - and they can
dramatically improve customer satisfaction. Tightly integrated with Cisco Unified Communications Manager software,
Cisco Unified IP IVR offers ease of installation, configuration, and application hosting because it is constructed to
exploit the power of IP-based communications.
flexibility, and provide efficiency gains in network hosting. These features reduce business costs - and they can
dramatically improve customer satisfaction. Tightly integrated with Cisco Unified Communications Manager software,
Cisco Unified IP IVR offers ease of installation, configuration, and application hosting because it is constructed to
exploit the power of IP-based communications.
Cisco Unified IP IVR facilitates self-service applications, such as access to checking account information or user-
directed call routing, by processing user commands through touch-tone input or speech-recognition technologies.
Customers can use voice commands to retrieve the information they require without ever speaking with an agent, or
to quickly navigate to the correct department or agent who can help them.
directed call routing, by processing user commands through touch-tone input or speech-recognition technologies.
Customers can use voice commands to retrieve the information they require without ever speaking with an agent, or
to quickly navigate to the correct department or agent who can help them.
Cisco Unified Customer
Voice Portal
Voice Portal
Cisco Unified CVP operates with both TDM- and IP-based contact centers to provide a call-management and -
treatment solution with a self-service IVR option that can use information available to customers on the corporate web
server. With support for automatic-speech-recognition (ASR) and text-to-speech (TTS) capabilities, callers can obtain
personalized answers to their questions and conduct business in innovative ways without the costs of interacting with
a live agent.
treatment solution with a self-service IVR option that can use information available to customers on the corporate web
server. With support for automatic-speech-recognition (ASR) and text-to-speech (TTS) capabilities, callers can obtain
personalized answers to their questions and conduct business in innovative ways without the costs of interacting with
a live agent.
For example, with Cisco Unified CVP, you can pay a bill, order products and track delivery, locate a dealer, schedule
a pickup, change name and address information, make travel arrangements, check payment status, receive
notification of unusual activity, or request literature or product information.
a pickup, change name and address information, make travel arrangements, check payment status, receive
notification of unusual activity, or request literature or product information.
Management Capabilities and Benefits
Supervisory features
Cisco Unified Contact Center Enterprise allows supervisors to view agent states and call information, send text chat
messages to agents, interrupt or intercept calls, record conversations, and silently monitor agent calls from the
corporate network or through a remote dial-in connection. These features add value to the supervisor's role in the
contact center and help them effectively manage their teams.
messages to agents, interrupt or intercept calls, record conversations, and silently monitor agent calls from the
corporate network or through a remote dial-in connection. These features add value to the supervisor's role in the
contact center and help them effectively manage their teams.
With supervisor and agent chat capabilities, supervisors can send text messages to agents participating in a call,
allowing supervisors to coach agents unobtrusively on cross-sell and up-sell opportunities and helping agents resolve
customer situations. Supervisors can interrupt an agent's call to create a three-way conference, and then interact with
both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a call using the
Intercept feature, allowing the supervisor and caller to complete the call on their own while the agent handles another
customer request.
allowing supervisors to coach agents unobtrusively on cross-sell and up-sell opportunities and helping agents resolve
customer situations. Supervisors can interrupt an agent's call to create a three-way conference, and then interact with
both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a call using the
Intercept feature, allowing the supervisor and caller to complete the call on their own while the agent handles another
customer request.
Supervisors can change an agent's state from their desktops. For example, agents may forget to make themselves
available to take calls after a break or neglect to log out when away from their workstations for an extended period.
With Cisco Unified Contact Center Enterprise, supervisors can easily log out missing agents or make unintentionally
idle agents ready to take calls. This function is critical to highly distributed contact center deployments.
available to take calls after a break or neglect to log out when away from their workstations for an extended period.
With Cisco Unified Contact Center Enterprise, supervisors can easily log out missing agents or make unintentionally
idle agents ready to take calls. This function is critical to highly distributed contact center deployments.
Supervisors also can change an agent's skill profile in real time. This capability gives supervisors tactical tools to
manage their agent teams and support contact center management objectives.
manage their agent teams and support contact center management objectives.
Administration
Streamlined administration allows managers to perform all contact center administration centrally. The administrative
interface in Cisco Unified Contact Center Enterprise allows agents to be set up to handle voice, web, chat, and email
contacts, depending on their assigned skill sets. The interface allows system managers, administrators, and
supervisors to develop, modify, or view routing scripts; manage the system configuration; monitor contact center
performance; define and request reports; and help ensure system security. This one user interface provides
enterprisewide control across the single- or multisite contact center.
interface in Cisco Unified Contact Center Enterprise allows agents to be set up to handle voice, web, chat, and email
contacts, depending on their assigned skill sets. The interface allows system managers, administrators, and
supervisors to develop, modify, or view routing scripts; manage the system configuration; monitor contact center
performance; define and request reports; and help ensure system security. This one user interface provides
enterprisewide control across the single- or multisite contact center.