Cisco Finesse

Additional features

Transparent Integration with Cisco Collaboration Portfolio

Cisco Finesse is built to work smoothly with other Cisco collaboration products, ensuring compatibility and streamlined workflows within a Cisco ecosystem.

Standards-Compliant

The software adheres to industry standards, promoting interoperability and flexibility in diverse IT environments.

Low-Cost Customization via Web 2.0 APIs

Finesse offers open web 2.0 APIs, allowing for cost-effective customization of agent and supervisor desktops to meet specific organizational needs.

Facilitates Integration of Value-Added Applications

The open API structure simplifies the process of incorporating additional, value-added applications to extend the functionality of the agent desktop.

Traditional Contact Center Functions

Cisco Finesse incorporates all the standard features expected in a modern contact center, ensuring a complete solution for customer care operations.

Thin-Client Desktop Architecture

The system employs a thin-client desktop approach, meaning the application runs in a web browser and does not require software installation on individual agent computers.

Browser-Based Desktop Interface

Agents and supervisors access Finesse through a standard web browser, making it accessible from various devices and locations without needing specific software installations.

Web 2.0 Interface

Utilizing a Web 2.0 interface provides a modern, user-friendly experience and supports interactive and dynamic content within the desktop environment.

No Client-Side Installations Required

The browser-based nature of Finesse eliminates the need for IT departments to perform software installations and updates on each agent's machine, simplifying deployment and maintenance.

Single, Customizable Interface/Cockpit

Finesse offers a unified interface, often referred to as a "cockpit," that can be tailored to the specific needs of different user roles and workflows within the contact center.

Easy Access to Multiple Assets and Information Sources

The customizable interface allows agents to easily access a variety of resources and information systems they need to effectively handle customer interactions, all within a single screen.

Faster Service Delivery

By providing agents with quick and easy access to information and tools, Finesse helps to expedite customer service interactions, leading to faster resolution times.

More Accurate Service

Having all necessary information readily available in a single interface contributes to improved accuracy in service delivery, reducing errors and improving the quality of customer interactions.

Increased Customer Satisfaction

Faster and more accurate service directly contributes to higher customer satisfaction levels, as customers receive efficient and effective support.

Enhanced Customer Loyalty

Satisfied customers are more likely to become loyal customers. By improving customer experience, Finesse indirectly supports building long-term customer relationships and loyalty.