ACTIVE_Cisco_landing_page

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Software for Cisco Contact Center
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Enhance your Cisco Contact Centre. We provide
CRM Connectors (Salesforce, Microsoft Dynamics, Oracle Siebel, SAP...) with the Cisco Finesse Server API
• A Supervisor tool to change skill sets, set opening hours and change announcements
Stock reports for Cisco CUIC, Real-time statistics/ Dashboards, Analytical Reporting (BI)
• A simple cost efficient Voice Recording Solution

Build & Design
Cisco Finesse Gadgets

• Attendant / Call Forwarding Gadget
• Agent Guidance
• Call Parking
• Chat/ SMS and integration to chatbots
• Call forwarding
• Whisper gadget
• Wrapup codes
• Voice AI connect
• Customer Journey and interaction history

Software for Cisco Contact Center
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CTI Connectors
Salesforce, Microsoft Dynamics, Oracle Siebel, SAP.
Cisco Finesse Server API

We directly integrate with the Cisco Finesse Server API .

Inside FInesse or CRM

We can either embed the CRM window directly into Cisco Finesse or vice versa.

Software for Cisco Contact Center
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Cisco CUIC Reports
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Stock Reports

We provide a wide range of out-of-the-box or stock reports to choose from.

Customized

Get cusomized reports built as per your needs.

Software for Cisco Contact Center
Build & Design
Supervisor Tools
One-stop administration interface for UCCX.
Team Administration & Reskilling for CCX

Drag n drop administration interface for UCCX supervisors.

Announcements & Business Calendars

IVR announcements, manage planned/unplanned outages, opening and closing hours

Software for Cisco Contact Center
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Wallboards
Real-time statistics/ Dashboards via Cisco CUIC XMPP.
Software for Cisco Contact Center
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CTI Connectors

Telephony and agent state controls linked to your CRM. Customer profile pop-up on call arrival, click-to-dial, and a unified agent interface both for telephony/ media control and your CRM.

Supervisor Tools

One-stop administration interface for supervisors to manage CCX agents, teams, contact service queues (CSQs) and CCX scripts. Add single or multi-tenant contact center shift opening/closing hours, public holidays and exceptional hours of operation on the calendar for the CCX or CCE call centers. Insert dynamic announcements on the CCX/E IVR for sudden/planned events without involving an IT expert.

Cisco CUIC Reports

Additional plug-and-play reports to your CUIC repository. Search through our deposit of stock reports by entering a search term or select one or multiple of the categories on the right within the collection.
300$ for each out-of-the-box report in the catalog. If none of these suit your reporting requirements, we can build customized reports that you can then install in your environment.

Dashboards & Wallboards

Real-time statistics/ Dashboards via Cisco CUIC XMPP.

CTI CUCM widget

The CTI connectors are also available to Business Telephony (BT) users, for example on CUCM (Cisco Unified Communications Manager). Cisco discontinued direct support for Salesforce and Microsoft Dynamics on Aug 2011. The difference between BT users and CC agents is that agents also have agent state controls (login, logout, ready, not ready). Technically, BT users control their phoneset via JTAPI and CC users via Finesse.

Cisco Finesse Gadgets

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Whisper gadget

Supervisors whisper to agents during customer calls.

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Agent Guidance

Scripted conversation guides for agents.

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Wrapup codes

Agents can attach multiple wrap-up codes to a call.

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Voice AI connect

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Call forwarding/
Attendant

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

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Call Parking

Park a call and manage multiple calls.

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Chat/ SMS

Integration to chatbots. Agents can chat amongst each other.

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Customer Journey and interaction history

Shows the last five interactions per customer or per agent.

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.