Cisco Finesse Gadgets
Increase functionality for agents and improve inter-team collaboration with our gadgets for Cisco Finesse.
Customer Interaction Management
Schedule, track, score customer interactions and context, linked to your CRM
Interaction History
Shows the last five interactions per customer or per agent.
Customer Profile
Shows Customer profile to agent.
Wrap-up
Agent can attach multiple wrap-up codes to a call.
Agent Guidance
Scripted conversation guides for agents in- and outbound calls.
Whisper
Supervisors whisper to agents during customer call.
Internal Chat
Agents can chat amongst each other.
Attendant / Call Forwarding
Attendant console to see presence status of UC Users or CC agent.
SMS
Send an SMS to the caller while on call
Call Parking
Park a call and manage multiple calls.
Migrate from CAD to Finesse
Our gadgets help you make a smooth transition from CAD to Finesse without loosing functionality that you were used to from CAD.
Add CCE-like experience namely in the areas of chat to UCCX installations also with the Hybrid Chat gadget that can replace Socialminer chat.
To see a detailed comparison between CAD and Finesse, check out this whitepaper by CISCO
End-of-Sale and End-of-Life Announcement for CTI OS and Cisco Agent Desktop (CAD). The table below illustrates differences.
| CAD | Finesse | EF Gadgets | |
|---|---|---|---|
| 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.