Agent Guidance Scripts
Cisco Finesse Gadget for Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Create questionnaires and call scripts for call center agents with Agent Guidance. Information entered by call center agents is retrievable in CUIC reports.
Automatically activate the right script depending on the call type or campaign name.
Finesse Gadget: Agent Talking Scripts
Cisco Finesse Gadget that guides agents through a customer conversation and gives agents talking scripts to continue smooth customer conversation and get most information out of it.
Such call scripts, forms and conversation guides set up a workflow for call center agents to ask a certain set of questions and gather customer information/feedback during calls.
This ensures a consistent customer experience is always delivered for scripted/defined use cases.
With a future version, the module will also become a part of CIM (Customer Interaction Management), where it's RESTful API's would make conversation results available to other applications. You can use results from a guided conversation, for example, to trigger a follow-up workflow or an outbound call.

Benefits
- Create customized forms to address your business needs on the fly without involving IT Staff
- Design several forms/ scripts for handling different types of calls such as sales inquiries, billing complaints, outbound campaigns/ surveys
- Integrate with the CRM of your choice
- Save time in training the new staff with the use of ready-made questionnaires
- Bring more efficiency in call handling with reduced waiting times and minimized call transfers
Common Use Cases
- Sales call scripts and Prospecting scripts for outbound sales call campaigns and marketing activities
- High volumes of standardized interactions with low training requirements
- Retention calls
- Survey calls or Computer-aided-telephonic-interviews
- Cold calling scripts for telesales and telemarketing
Minimum Hardware Requirements
Cores | 2 cores |
RAM | 8 GB |
Hard Disk | 100 GB |
Software Requirements
Operating System | MS Windows Server 2012 |
Database | MS SQL Server 2016 Standard, Express, Enterprise |
Browser | Mozilla Firefox |
Compatibility with specific versions of Cisco Contact Center Express and Enterprise
Cisco Unified Contact Center Enterprise (UCCE)
versions | 10.5 and higher |
Cisco Unified Contact Center Express (UCCX)
versions | 10.6 and higher (premium) |