Cisco Finesse Agent Desktop
15+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Retention Ratio
Unified View of Customer
Enhance your First Call Resolution (FCR) rate and decrease Average Handling Time (AHT) by offering a single screen view to your agents by integrating all your third-party applications with Cisco contact center.
- Easy and simple integrations to 3rd party applications
- Easily read & write data for quicker call disposition
- Deliver an exceptional omnichannel customer experience
Biggest Library of Integration
for Cisco Contact Center
Effectively integrate the Cisco Agent Desktop with back-office systems and third-party applications to scale agent performance and optimize customer interactions. Smart integrations available with a CRM, Ticketing, EMR/EHR, Banking systems, and other business applications leveraging open API accessibility. Cisco Finesse integration with some popular applications:
- CRM: Salesforce, MS Dynamics, Sugar CRM, Zoho CRM, HubSpot
- Ticketing: Zendesk, ServiceNow, Freshdesk
- Banking & Credit Union: Symitar, Jack Henry, FIS, FISERV
- Healthcare: EPIC, Cerner, Aetna
Greet Customers with
their First Name
Deliver experiential customer service by greeting the customers with their first names as the agent will now have access to the customer details prior to answering the call. No more revalidating the customer info to pull records.
- Collect customer details without any copy/paste
- Say “hello” to the customer using the first name
- Agents will have all the required details to easily validate the caller
Switch Screen by IVR Inputs
Use Cisco Finesse Agent Desktop to enhance FCR and deliver faster call resolution. Be able to dynamically populate the required information by knowing the reason for the call.
- Switch screens as per calls based on IVR variables
- Provide agents with relevant information instantly
- Enhance customer satisfaction with faster call resolution
Get Optimized Agent Desktop
as Per Business
Why bother working with a standard agent desktop when you can get a customized Cisco Finesse Agent Desktop as per your unique business needs?
- Optimize your business using industry-specific agent desktop templates
- Get a unique agent desktop as per each department’s needs
- Adopt the agent desktops as per the branding guidelines—from logo to brand, colors and fonts
Use Drag & Drop Designer to Easily Modify Agent Desktop
Use simple and easy Drag & Drop Designer Studio to modify the Cisco Finesse Agent Desktop. The gadget designer studio is the industry’s first designer studio which makes customization very easy—so much so that you can do it by yourself without any coding.
- Design and customize desktops as per the requirements
- Choose from a wide range of industry-specific agent desktop templates
- Pre-built in gadgets
Industry-specific Solutions
Unified Agent Desktop for Banking & Finance
Unified Agent Desktop for Telecom
Unified Agent Desktop for Healthcare
Unified Agent Desktop for Insurance
Unified Agent Desktop for Credit Union
Unified Agent Desktop for Retail
Unified Agent Desktop for Government Entities
Industry-specific Solutions
Unified Agent Desktop for Banking & Finance
NovelVox provides Cisco Finesse Unified Agent Desktop for banking and finance institutions which provides you easy integration with core banking applications like Jack Henry & Associates, FIS, Fiserv, Infosys Finacle, etc to provide a single glass pane view to contact center agents. Get a department-wise unique customized desktop, compatible with UCCE/UCCX/CUCM/PCCE, so that the agent access only the required details of that particular department like phone banking, cards, loans, etc.
Unified Agent Desktop for Telecom
NovelVox has been providing customized contact center solutions for the telecom industry for over a decade now. Cisco Finesse Agent Desktop provides an integrated agent experience with over 70 third-party applications, including GIS, SAP, SIEBEL, etc by offering a unified view of all caller information even before the call is answered by the agent. This enables the agent to reduce Average call Handling Time (AHT) and enhance First Call Resolution (FCR), thereby improving overall contact center productivity.
Unified Agent Desktop for Healthcare
Unified Agent Desktop for the Healthcare industry will assist agents in catering to all patient requests and requirements promptly without wasting time looking for information. Cisco Finesse Agent Desktop makes it possible by providing an integrated view of all the caller information like previous appointment status, the reason for the call, availability of physicians, etc. on a single screen. It offers seamless integration with Epic, Cerner, Aetna, All Scripts, Telmed IQ, and other core platforms, enabling agents to access the right information at the right time.
Unified Agent Desktop for Insurance
Cisco Finesse Unified Agent Desktop for the Insurance industry offers one-of-a-kind industry-specific agent experience. It provides ready integration of Cisco contact centers with third-party applications such as Guidewire and Oracle which include ticketing, CRM, etc. The agent desktops are customized as per the department/business needs where you can integrate various information on a single screen so that the agent has access to the required details at their fingertips.
Unified Agent Desktop for Credit Union
Unified Agent Desktop for Credit Unions provides easy integration with Jack Henry, Fiserv DNA Core, Symitar Episys, FIS application with Cisco Finesse, and Avaya Contact Centers. Unified agent desktop provides the agents with a single screen view of all the caller details. With Unified Agent Desktop, the agent is ready with all the caller information as soon as the call gets connected—no need for copy/paste to gather member information. This reduces AHT and improves agent call resolutions.
Unified Agent Desktop for Retail
Unified Agent Desktop for retail are optimized as per the industry requirements. With Unified Agent Desktop, agents are able to address the customer’s queries and concerns swiftly and with ease. It offers seamless integration with third-party applications, including Salesforce, Servicenow, Zoho, SAP, Sugar CRM, and more. The agents have access to information like warranty status, stock availability, store details, etc. which enables them to handle more calls in less time.
Unified Agent Desktop for Government Entities
Let your agents provide specialized department-wise solutions to the citizens with Cisco Finesse Unified Agent Desktop for government entities. NovelVox provides Unified Agent Desktops per the department requirements which provides agents the necessary information to handle the calls for that particular department. It offers integration with leading third-party applications, including Workday and IBM 400 to provide an integrated view of information to the agent.
Our Featured Integrations
FAQ
No, not every time. Whenever you plan an upgrade for Cisco Finesse, you must inform our support team. You can raise a ticket at https://www.novelvox.com/services/support/. We’ll do our sanity on the mentioned version and let you know if you’ll need an upgrade or not. Also, it would be a minor upgrade, not a major one.
