Supervisors whisper to agents during customer call.
Shows the last five interactions per customer or per agent.
Shows Customer Info from CIM to agent.
An agent can push multiple wrap-up codes against a call.
Agents can chat amongst each other.
Attendant console to see presence status of UC Users or CC agent.
Scripted conversation guides for agents in- and outbound calls.
Send an SMS to the caller to share quick links or other useful, confidential info.
Expertflow implemented call transfer and call history Finesse gadgets for use by agents in our national contact center. I have found ExpertFlow to be responsive and helpful. Expertflow dealt with issues raised in a timely fashion and delivered the gadgets according to the agreed schedule.
Annette BlackwellCanadian Blood Services website
Migrate from 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). The table below illustrates differences.
|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.
|EF Finesse Gadgets Pack||$150*|
|EF Call Parking Gadget||$15000|
* Per gadget per concurrent agent. Professional services are not included in the above-mentioned prices. Minimum order quantity is 25.