Cisco Finesse
The Cisco Finesse desktop is the web agent and supervisor interface for NextPointe’s Cisco-based Contact Center solution, providing easy access to the applications and information your customer service agents need, through a customizable web-based interface. The Cisco Finesse web client offers smooth integration with third party applications and databases. Standards-compliant, it offers a high level of customization of the agent and supervisor desktops.
The best
Contact Center client
The customer service team in your business or organization can handle thousands of inquiries from customers and prospects every day, and your customer service agents need to respond quickly and efficiently with the information that customers request. When responding to customers, agents constantly switch between applications to search for information. This process takes time; time that your customers spend waiting. The Cisco Finesse client of the NextPointe Contact Center solution meets this challenge by creating a personalized desktop work environment using a web-based interface. The Cisco Finesse desktop provides a single, customizable cockpit that enables your customer care representatives to take advantage of multiple assets and information sources to assist customers.
Fast, efficient, accurate service results delivers satisfied, and loyal customers who will return to do business with you again.
And it also saves operational costs for your business.
Revolutionizing the Contact Center Agent Experience
Browser-based agent desktop for easy management & upgrades.
Designed to empower agents via user-centered design product.
Flexible and Expandable – Finesse is a web gadget container.
Designed to empower agents via user-centered design product.
Flexible and Expandable – Finesse is a web gadget container.
Configurable agent and supervisor layouts.
Developer Friendly Web API.
Contact Center made easy
The Cisco Finesse agent and supervisor desktop for the NextPointe contact center platform delivers traditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is 100-percent browser-based and implemented through a Web 2.0 interface; no client-side installations are required, thus reducing your Total Cost of Ownership (TCO). The Cisco Finesse desktop also provides a Web 2.0 Software Development Kit (SDK) and gadgets to enable developers to get started quickly with implementing in your environment.Finesse API Functionality
Agent State
Answer / End
Hold / Retrieve
Conference / Transfer / Single-Step Transfer
Outbound Option
Answer / End
Hold / Retrieve
Conference / Transfer / Single-Step Transfer
Outbound Option
UCM Silent Monitoring
Barge / Intercept / Change Agent State
Queue and Agent State Statistics
Barge / Intercept / Change Agent State
Queue and Agent State Statistics
Reason & Wrap Codes
Call Control Layouts
Phonebooks
Gadget Layouts
Workflows & Workflow Actions
Team Resource Management
Call Control Layouts
Phonebooks
Gadget Layouts
Workflows & Workflow Actions
Team Resource Management
Finesse Agents Features
Inbound / Outbound Voice / Video
Email / Chat
Customize:
Email / Chat
Customize:
Screen layout
Phonebook
Wrap-up Codes
Phonebook
Wrap-up Codes
Live Data Gadgets
Automatic Redirection Upon Failover
Accessibility
IP Phone Agent Option
Multiple Call Variable Layouts
Email Discard Option
Automatic Redirection Upon Failover
Accessibility
IP Phone Agent Option
Multiple Call Variable Layouts
Email Discard Option
Wrap-up Codes
Phonebooks
Contacts
Context Service integration
Toaster Notifications for chat, email and voice
Phonebooks
Contacts
Context Service integration
Toaster Notifications for chat, email and voice
Finesse Supervisor Features
Monitoring
Silent Monitoring. Single concurrent session at any given time.
Monitor Manual outbound calls on ACD line.
View only logged-in agents.
Monitor Manual outbound calls on ACD line.
View only logged-in agents.
Reporting
Reason Code labels.
Agent call and state history gadget.
Supervisor Level Reporting.
Multichannel Reporting (historical).
Agent call and state history gadget.
Supervisor Level Reporting.
Multichannel Reporting (historical).
The Benefits of Cisco Finesse Cloud Contact Center
Transparent integration
Finesse offers transparent integration with some third party applications and databases and is standards-compliant. It provides a high level of customization of the agent and supervisor desktops through open web 2.0 APIs and facilitates integration of value-added applications.
Traditional functions,
thin-client desktop
Cisco Finesse integrates traditional contact center functions into a thin-client desktop. It implements a browser-based desktop through a web 2.0 interface, no client-side installations required.
Easy access to information
A single, customizable interface or cockpit that offers customer care providers quick and easy access to multiple assets and information sources. This helps ensure faster, more accurate service, resulting in satisfied and loyal customers.
Cisco Finesse
IP phone agent support
Cisco Finesse IP phone agent functionality allows agents to access Cisco Finesse functions, including agent state, ready and not-ready codes, wrap-up codes, and caller data from your Cisco IP Phone.The best Cloud Contact Center experience delivered to you from NextPointe
Web Chat
In today's modern Contact Center, it is essential to have different ways to connect with your customers. Finesse delivers the Web Chat Option, easy to customize, and adaptable to your Web Site form. Reports in real-time, gives you total control of your operations.
Agent Alias.
Real time reports.
Offer Voice Call When on Chat.
Built-in tool to create sample code for customer website form .
Browser based agent and supervisor interface.
Complete configuration in 5 simple steps.
Toaster Audible and Visual Alerts.
Real time reports.
Offer Voice Call When on Chat.
Built-in tool to create sample code for customer website form .
Browser based agent and supervisor interface.
Complete configuration in 5 simple steps.
Toaster Audible and Visual Alerts.
Transcript retention and retrieval, download by customer.
Pre-defined Responses .
Configurable “agent no answer” and “chat idle timeout".
Two choices for routing algorithms.
Pre-defined Responses .
Configurable “agent no answer” and “chat idle timeout".
Two choices for routing algorithms.
Most Skilled.
Longest Available.
Longest Available.
Video Care with Jabber Guest
Revolutionize your projects with the Video Care. Allows customers to contact your agents trough a Video Call. Silent monitoring, recording, and standards reports gives you total control over your operation. Ideal for Legal and Medical Services as an alternative to presence meetings and appointments.Two way video interaction using Jabber Guest.
Video in queue (non-interactive) using hold step and VoH.
Standard reports for video calls.
Audio only.
Silent monitoring.
Recording with UCM based recording.
Interaction for initial IVR treatment
Intercept, conference and barge in with video requires MCU
Recording with UCM based recording.
Interaction for initial IVR treatment
Outbound Agent
The Outbounds projects challenge every Contact Center team. Whether you are doing Surveys, Sales, or any other transaction, you will need real-time information, but more importantly, agility and contact capacity. You can have a Predictive or Progressive dialer according to your needs.Direct Preview, Predictive and Progressive Dialer.
Blended inbound and outbound operations.
Call Progress Analysis on SIP Gateways.
Outbound Activity Reports.
Campaign Management with API support.
Two choices for routing algorithms.
Outbound Activity Reports.
Campaign Management with API support.
Most Skilled.
Longest Available.
Toaster Audible and Visual Alerts.Longest Available.
Agent Alias.
Real time reports.
Agent Email
With the Email mode, you can have control of your customers interactions. Live and historical data will make your operations decisions easier. Use the skills of your Agents to improve your results and maximize the usage of your resources.
Multiple routing algorithms:
Exchange with secure IMAP/SMTP.
Most skilled agent.
Longest available agent.
Last agent.
Rich-text editor with quick buttons to add attachments, links, and pictures.Longest available agent.
Last agent.
Exchange with secure IMAP/SMTP.
Quick-reply with predefined responses.
Email re-queue or discard.
Toaster notification and Auto-accept.
Live Data and Historical Reporting.
Transcript retention and retrieval, download by customer.
Email re-queue or discard.
Toaster notification and Auto-accept.
Live Data and Historical Reporting.
Transcript retention and retrieval, download by customer.
Reports
Real-time and Historical reports will give you the information you need to make Operational decisions quickly. Customize Your Dashboard to visualize the indicators of performance that matter to your projects. Highly detailed charts will tell you what's happening every day with your customers.
Cisco Finesse is customizable
Which simplifies the development and integration of value-added applications and minimize the need for detailed desktop development expertise. The Cisco Finesse solution meets this challenge by creating a personalized desktop work environment using a web-based interface. And it saves operational costs for your business.
REST APIs
Provisioning.
Call Control Group, Grammar, Prompt and Documents, Trigger.
Configuration
Agents, Skills, CSQs, Resource Groups, Teams.
Outbound Campaign Management
Get, Create, Modify, Delete.
Import Contacts.
Finesse Desktop APIs.Import Contacts.
SocialMiner web chat and search.
Interaction with 3rd party services.
CRM Connectors
Web-based gadget for agent state and call control.
100% browser-based (no client-side installation).
Integration to CCX via Finesse Services REST API.
Flexible screen pops with customer and interaction history.
Salesforce.com
100% browser-based (no client-side installation).
Integration to CCX via Finesse Services REST API.
Flexible screen pops with customer and interaction history.
Salesforce.com
Sales Cloud and Service Cloudr.
Salesforce.com Consoler.
Microsoft Dynamics.
Salesforce.com Consoler.
CRM 2011 and 2013 Online/On-Prem (web client only).
Third Party Integrations
Wallboards
CRM Integration.
SMS / WhatsApp Integration.
ASR (Automatic Speech Recognition) and TTS (Text to Speech).
CRM Integration.
SMS / WhatsApp Integration.
ASR (Automatic Speech Recognition) and TTS (Text to Speech).