Cisco Finesse Gadgets
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Increase functionality for agents and improve inter-team collaboration with our gadgets for Cisco Finesse.

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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.
Scripted conversation guides for agents in- and outbound calls.
Supervisors whisper to agents during customer call.
Agents can chat amongst each other.
Attendant console to see presence status of UC Users or CC agent.
Send an SMS to the caller to share quick links or other useful, confidential info.
Park a call and manage multiple calls.
 
 
 
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Whisper

Supervisors whisper to agents during customer call.

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Interaction History

Shows the last five interactions per customer or per agent.

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Customer Profile

Shows Customer Info from CIM to agent.

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Wrap-up

An agent can push multiple wrap-up codes against a call.

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Internal Chat

Agents can chat amongst each other.


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Attendant / Call Forwarding

Attendant console to see presence status of UC Users or CC agent.

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Agent Guidance

Scripted conversation guides for agents in- and outbound calls.

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SMS

Send an SMS to the caller to share quick links or other useful, confidential info.

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Call Parking

Park a call and manage multiple calls.

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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.

 CADFinesseEF Gadgets
Agent-initiated chatFull SupportNo SupportChat Gadget
On-Demand Voice RecordingPartial SupportNo SupportOn-Demand call recording Gadget
Blind Call TransferFull SupportOnly UCCEExpert Call Transfer Gadget
Supervisor-agent chatFull SupportOnly UCCEChat Gadget
Agent GreetingsNo SupportNo SupportExpert Agent Greeting Gadget
Supervisor WhisperNo SupportNo SupportSupervisor Whisper Gadget
Team messagesFull SupportNo SupportChat Gadget
Call parkingNo SupportNo SupportExpert Call Parking Gadget
Call Back RequestNo SupportNo SupportMy Callback Gadget
Transfer to Skill GroupNo SupportNo SupportExpert Call Transfer Gadget
View and listen to previous recorded callsNo SupportNo SupportMy 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.

Pricing Table

GadgetsPricing
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.