Enhance your Cisco Contact Centre. We provide
• CRM Connectors (Salesforce, Microsoft Dynamics, Oracle Siebel, Oracle Service Cloud, Service Now, 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
• 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
We directly integrate with the Cisco Finesse Server API .
We can either embed the CRM window directly into Cisco Finesse or vice versa.
We provide a wide range of out-of-the-box or stock reports to choose from.
Get cusomized reports built as per your needs.
Drag n drop administration interface for UCCX supervisors.
IVR announcements, manage planned/unplanned outages, opening and closing hours
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.
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.
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
Supervisors whisper to agents during customer calls.
Scripted conversation guides for agents.
Agents can attach multiple wrap-up codes to a call.
Voice AI connect
Connect your communication channels to the AI engines.
Attendant console to see presence status of UC Users or CC agent.
Park a call and manage multiple calls.
Integration to chatbots. Agents can chat amongst each other.
Customer Journey and interaction history
Shows the last five interactions per customer or per agent.
List icons created by Freepik - Flaticon Recording icons created by Eucalyp - Flaticon Waiting icons created by Uniconlabs - Flaticon Whisper icons created by Freepik - Flaticon Script icons created by Smashicons - Flaticon Tag icons created by Freepik - Flaticon Call back icons created by Creative Stall Premium - Flaticon Chat box icons created by Pixel perfect - Flaticon Photo by Mikhail Nilovfrom Pexels Photo by Tima Miroshnichenkofrom Pexels
|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.