CAD to Finesse


We help you make a smooth transition with value added gadgets to make sure you do not miss on any CAD feature while still enjoy the benefits of Finesse. Cisco Finesse Desktop is a next-generation agent and supervisor browser-based desktop solution designed to meet the growing needs of agents, supervisors, and the administrators and developers who support them.
A container architecture allowing gadget based integration for a unified desktop experience.

 

To see a detailed comparison between CAD and Finesse, check out this whitepaper by CISCO
End-of-Sale and End-of-Life Announcement for the CTI OS and Cisco Agent Desktop (CAD)

As finesse is still evolving, there are certain features where CAD has the upper hand on finesse. For example:

  • Agent-to-agent chat
  • Blind transfer
  • Recent calls list (call history)
  • On-demand call recording

EF Finesse Gadgets

image no found Internal Chat Gadget

To facilitate communication within the contact center. It supports agent to agent chat, team chat, agent state change, and broadcast chat to all contact center agents.

image no found Expert Call History Gadget

The Gadget displays inbound and outbound call data of the ongoing login session to the logged in agent

image no found Call Transfer Gadget

 The agent can browse the list of available agents according to their skill group, view their current state, and then initiate transfer.

image no foundOn Demand Recording Gadget

The agent decides when to record a call.

To see a full list of all EF gadgets Click Here

CAD vs. Finesse - Feature Parity Matrix

Following table covers the features that are not entirely supported by either CAD or Finesse. ExpertFlow value added gadgets to cover the feature parity are also mentioned.


 CADFinesseEF Gadgets
Agent-initiated chat Full Support No Support Chat Gadget
On-Demand Voice Recording Partial Support No Support On-Demand call recording Gadget
Blind Call Transfer Full Support Only UCCE Expert Call Transfer Gadget
Supervisor-agent chat Full Support Only UCCE Chat Gadget
Agent Greetings No Support No Support Expert Agent Greeting Gadget
Supervisor Whisper No Support No Support Supervisor Whisper Gadget
Team messages Full Support No Support Chat Gadget
Call parking No Support No Support Expert Call Parking Gadget
Call Back Request No Support No Support My Callback Gadget
Transfer to Skill Group No Support No Support Expert Call Transfer Gadget
View and listen to previous recorded calls No Support No Support My Calls Gadget

ExpertFlow provides professional services for migrating from CAD to Finesse. We cover all aspects of migration including site audit and survey, implementation and 3rd party CTI integration.

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