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