Schedule, track, score customer interactions and context with a single tool

Campaigns

Multi-channel outbound campaign manager, directly from a CRM

Callback

Customers can request a callback either from a webpage or while waiting in a calling queue

Surveys / Quality Assurance

Quality Assurance and Customer (satisfaction) scores after a call / interaction

Customer Profiles

Add/ edit customer records on-premise and sync Customer profiles with your CRM

Hybrid Chat

Customers, agents and bots over any chat channel in a conference

Interaction history

Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM

Agent Guidance

Deliver consistent call experience with Agent call scripter. Save training costs and increase agent productivity with step-by-step call guides

Tagging and Wrap up

Add tags/ labels/ wrap-up reasons to interactions

Pop up the caller’s profile when a call or media arrives; click-to-dial.

Oracle Service Cloud

Multi-channel outbound campaign manager, directly from a CRM.

SAP CIC or Hybris

Callers can request a callback either from a webpage or while waiting in a calling queue.

Microsoft Dynamics

Quality Assurance and Customer (satisfaction) scores after a call/ interaction.

Oracle Siebel

Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs.

Non-technical supervisors can change agent skills with drag-n-drop, change IVR announcements, modify business calendars and logical call switches

Agent Reskilling

Agent skill and CSQ changes.

Announcements

Record and change IVR announcements/ prompts.

Calendars and Switches

Calendars and logical Switches change the behavior of the call center script when activated.

CUIC Reports

A series of off- the-shelf CUIC reports, complementing Cisco’s native.

Dashboard / Wallboards

Out of the box, prebuilt gadgets, enabling administrators to design their own wall- and dashboard

Switching from CAD to Finesse or using Finesse for the first time, we provide an array of gadgets to increase agent efficiency, productivity and inter-team collaboration.

Whisper

Supervisors whisper to agents during customer call.

Wrap-up

Agent can select wrapup codes.

Customer Profile

Shows Customer Info from CIM to agent.

Interaction History

Shows the last five interactions per customer or per agent.

Agent Guidance

Scripted conversation guides for agents for in- and outbound calls.

Internal Chat

Agents can chat amongst each other.

Attendant / Call Forwarding

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

SMS/ Hybrid Chat

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

Call Parking

Park a call if a high priority/emergency call arrives. Add description/comments.

Route branch visitors, video sessions, chatbot requests to contact center agents with our Mediarouting engine.

CCX Media Routing

Route non-voice media of your choice to agents in UCCX.

Branch office and Video

Queue visitors at your branches, enable video interaction with contact center agents.