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.
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.
|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.