Forms

Forms

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

Create web forms and use them wherever needed. The fully customizable form schema allows you to add as many types and numbers of form fields as required.

Design forms for, agent guidance to help agents ask appropriate questions and record customer feedback, in campaigns to register new orders, pre-chat forms, callback forms, survey forms, evaluation forms, and much more.

Use the agent call scripting module of CIM (Customer Interaction Management) to create questionnaires and call guides for contact center agents in the form of Finesse Gadgets. Information entered by call center agents is retrievable in CUIC reports.

Agent scripts can be edited on the fly by a supervisor. They are frequently used in call centers for purposes such as to train new resources in handling certain types of queries,  to record customer feedback during planned outbound campaigns. Automatically activate the right script depending on the call type. Using Agent guidance scripts helps in saving training time, thus, operational costs and in minimizing call handling times.

“Agent Guidance” described here manages the content of a conversation.

All modules of CIM work seamlessly together and exchange the same notion of “customer”.

Form Designer

Business administrators can design their form schema in any way they want and add as many number of form fields as required. For details on the supported field types, see Forms Documentation.

Flexible Viewing Options

Control how you’d like your form to be displayed. Customize the layout and design the form the way you require. This is done on the client-side app rendering the form from the EF Forms Admin App.

Client apps can also implement their own logic to control hiding or showing some form fields/ questions.

Collect Form Responses

The schema of the form and submitted for data are kept separate from each other.

This allows you to collect the form responses from the user and store them in any of your preferred databases for reporting purposes.

RESTful APIs

Create and embed your forms anywhere using RESTful Form APIs. The APIs support JSON response for the client apps to implement the form view on their side. 

The future version will also support HTML response along with the JSON response.

Agent Gadget in Cisco Finesse

The Forms gadget embedded in Cisco Finesse serves as a guidance script for Cisco UCCX/CCE agents to ask appropriate questions and record customer feedback.

The form opening logic can also be implemented on the gadget to open the right type of form based on the Dialed Number (DN)/ queue OR the outbound campaign.

This allows call center agents to ask a certain set of questions and gather customer feedback during their calls with the customer.

Benefits

  • Create customized forms to address your business needs on the fly without involving IT Staff
  • Design several forms/ scripts for handling different types of calls such as sales inquiries, billing complaints, outbound campaigns/ surveys
  • Save time in training the new staff with the use of ready-made questionnaires
  • Bring more efficiency in call handling with reduced waiting times and minimized call transfers

Common Use Cases

  • Cold calling scripts for telesales and telemarketing
  • High volumes of standardized interactions with low training requirements
  • Post-chat customer feedback survey forms
  • Pre-chat Forms
  • Callback forms
  • Quality-monitoring Questionnaires
Minimum Hardware Requirements
Cores 2 cores
RAM 8 GB
Hard Disk 100 GB
Software Requirements
Operating System CentOS
Database Mongo DB
Browser Chrome

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers 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. Sync Customer profiles from the corresponding CRMs
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
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions