| Feature | NextPointe |
|---|---|
| Call conferencing | Included |
| Agent interdialing support | Included |
| Direct-outward-dialing (DOD) support | Included |
| Automatic Number Identification (ANI) support | Included |
| Dialed Number Identification Service (DNIS) support | Included |
| Route on Skill | Included |
| Route on Skill competency | Included |
| Conditional routing (time of day, day of week, custom variables, etc.) | Included |
| Overflow, interflow, and intraflow routing | Included |
| Custom routing based on data from database access (for example, data-directed priority routing) | Included |
| Dynamic priority queuing | Included |
| Play messages to callers: Prompts | Included through .wav file |
| Play messages to callers: Combine prompts, music, and messages | Included and fully customizable |
| Capture and process caller DTMF input | Included |
| Automated-Attendant support | Included and fully customizable |
| Database integration | Included |
| Automatic Speech Recognition (ASR) | Add-On |
| Text to Speech (TTS) | Add-On |
| Real-time notification services (email; support for paging and fax) | Included (paging and fax require integration services) |
| Feature | NextPointe |
|---|---|
| VoiceXML for ASR, TTS, and DTMF | Included |
| Read data from HTTP and XML pages | Included |
| Run workflows through HTTP request | Included |
| Integrated self-service application support | Included |
| Contact ("buddy") lists under administrator control; contact lists assigned to workflow groups; agents have visibility to appropriate contacts only | Included |
| Persistent, independent presence popup window continuously updated with agent state and subject-matter-expert presence state | Included |
| Populate ANI or DNIS and customer-defined workflow data | Included |
| Automatically start any Microsoft Windows-compatible application: Pass initialization parameters | Included |
| Populate data to any Microsoft Windows-compatible application | Included |
| Populate data to any browser-based application | Included |
| Customer database integration (JDBC) | Included |
| Workflow Automation and Task buttons | Included |
| Populate third-party applications on events | Included |
| "Record" and archive calls | Add-On |
| "Work" agent state for after-call wrap-up activity | Included |
| Wrap-up codes | Included |
| Chat with supervisor or agents using Instant Messaging | Included |
| Call log tracks call activity of incoming and outgoing calls | Included |
| Agent log tracks agent state changes and other information | Included |
| Soft phone with phone directory | Included |
| Soft phone with phone director Support for Jabber: No Cisco IP Phone required for agent phone y | Included |
| Agent State buttons | Included |
| Feature | NextPointe |
|---|---|
| Integrated browser: Integrated support for browser-based applications; browsing to administratively approved websites | Included |
| Microsoft Exchange or Office 356 Integration | Limited |
| Assign one or more email addresses to a single Contact Service Queue (CSQ) | Included |
| Omni-Channel: Blended voice, Chat and email agents | Add-On |
| Dedicated email agents | Add-On |
| Fully integrated with Finesse Agent and Supervisor | Included |
| Email contact detail records saved to Cisco Unified Contact Center Express historical database | Included |
| Shared global response templates | Included |
| Separate voice and email state model | Included |
| Automatic change of focus for desktop to voice call handling for agents also in voice CSQ | Included |
| Automatic resumption of e-mail processing on voice disconnect | Included |
| Spell checker (excluding double-byte languages) | Included |
| Agent can save email draft response and resume at a later time | Included |
| Agent can re-queue email | Included |
| Agent can forward, copy, and blind copy email to external addresses | Included |
| Agents can quality assure email content from less experienced agents prior to external delivery | Included |
| Agent E-Mail contacts included in agent CSQ, Agent ACD State, Agent E-Mail Log, and Agent E-Mail Detail real-time reports | Included |
| Log in or out | Included |
| Ready or not ready | Included |
| Shows agent phone state | Included |
| Real-time reports | Included |
| Feature | NextPointe |
|---|---|
| Agent may initiate on-demand recording | Add-On |
| Supervisor can use Silent Monitor, Barge In, and Intercept | Included |
| View agent activity in real time | Included |
| View agent and skill group statistics in tabular and graphical views | Included |
| Chat: Send text messages to any or all agents | Included |
| Marquee: Broadcast scrolling messages to agents | Included |
| Support for Jabber: No Cisco IP Phone required for agent phone | Included |
| Log out agent | Included |
| Make agent ready | Included |
| Coaching: Provide agent guidance through chat | Included |
| Silent Monitor: Listen in on an agent's call | Included |
| Ability for supervisor to use Silent Monitor remotely from any phone through a dial-in IVR session | Included td> |
| Barge-In: Join in on an agent's conversation | Included |
| Intercept: Take a call from an agent | Included |
| Record: Capture and archive call audio | Included |
| Integrated browser: Integrated support for browser-based applications; browsing to administratively approved websites | Included |
| Support for supervisors to take calls using included Cisco Agent Desktop | Included |
| Supervisor real-time reporting for Agent E-Mail mail volume by CSQ and for agent detail email volume by CSQ | Included |
| Abandoned Call Detail Activity report | Included |
| Aborted and Rejected Call Detail report | Included |
| Feature | NextPointe |
|---|---|
| Agent Call Summary report | Included |
| Agent Detail report | Included |
| Agent Login Logout Activity report | Included |
| Agent Not Ready Reason Code Summary report | Included |
| Agent State Detail report | Included |
| Agent State Summary report (by agent) | Included |
| Agent State Summary report (by interval) | Included |
| Agent Wrap-up Data Summary report | Included |
| Agent Wrap-up Data Summary Detail report | Included |
| Application Summary report | Included |
| Call Custom Variables report | Included |
| Called Number Summary Activity report | Included |
| Common Skill Contact Service Queue Activity report | Included |
| Contact Service Queue Activity report (by CSQ) | Included |
| Contact Service Queue Activity report (by interval) | Included |
| CSQ Agent Summary report | Included |
| Detailed Call, CSQ, Agent report | Included |
| Priority Summary Activity report | Included |
| Remote Monitoring Detail report | Included |
| Feature | NextPointe |
|---|---|
| Application Performance Analysis report Included | Included |
| Call-by-Call Contact Call Detail Record (CCDR) report | Included |
| Traffic Analysis report | Included |
| Outbound Agent Detail Summary report | Included |
| Outbound Campaign Summary report | Included |
| Agent E-Mail Inbox Traffic Analysis report | Included |
| Agent E-Mail CSQ Activity Summary report | Included |
| Agent E-Mail Agent Summary Activity report | Included |
| Agent E-Mail CSQ Agent Summary Activity report | Included |
| On-demand agent recording | Included |
| On-demand supervisor recording | Included |
| Voice messaging interface | Requires Essential Package or Better |
| Outbound license type | Concurrent user |
| Populates customer's name, account number, and phone number dialed | Included |
| Start any Microsoft Windows-compatible application | Using Finesse task button |
| Send information to any Microsoft Windows-compatible application | Using Finesse task button |
| Ability for agent to initiate on-demand recording | Included |
| Ability for supervisor to use Silent Monitor, Barge-In, and Intercept | Included |
| Ability for agent to accept, reject, or skip outbound contact | Included |
| Ability for agent to mark a contact as "Do not call" for a particular campaign | Included |
| VoiceXML for ASR, TTS, and DTMF | Included |
| Feature | NextPointe |
|---|---|
| View agent activity in real time | Included |
| Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone | Included |
| Coaching: Provide agent guidance through chat | Included |
| Silent Monitor: Listen in on an agent's call | Included |
| Ability for supervisor to use Silent Monitor remotely from any phone through a dial-in IVR session | Included |
| Barge-In: Join in on an agent's conversation | Included |
| Intercept: Take a call from an agent | Included |
| Record: Capture and archive call audio | Included |
| Preview Outbound Campaign Summary report | Included |
| Preview Outbound Agent Detail Performance report | Included |
| Ability for administrator to create and configure campaigns | Included |
| Ability for administrator to create non-North American area code to time-zone mappings | Included |
| Ability for administrator to mark "Do not call" contacts as "Do not call" across all campaigns | Included |
| CRM Integration (Salesforce, Dynamics) | Add-On |