![]() ![]() A specific application or webpage pops onto the agent desktop as they receive the call. For example, you might implement a workflow that determines if the caller has selected option 3 in the interactive voice response (IVR) system, and if the caller is an existing customer. These workflows can work in conjunction with elements, such as call variables, to define when and what these events are. Cisco Finesse Administration Console provides the administrator with a set of tools to quickly and easily implement workflows, and assign those as needed to specific customer service teams. One of the most effective ways to help ensure that your agents have access to the right information for each customer contact is to implement workflows to automate tasks that the agent would normally have to do to look for information or access applications. By providing this quick access to information, your customer care representatives are able to deliver fast, accurate service, resulting in satisfied and loyal customers who will continue doing business with you. The Cisco Finesse desktop provides easy access to these applications and information sources from a single, customizable interface. Cisco Finesse provides: An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop A 100-percent browser-based desktop implemented through a web 2.0 interface, with no client-side installations required A single, customizable interface that gives customer care providers quick and easy access to multiple assets and information sources Representational state transfer (REST) APIs that simplify the development and integration of value-added applications and minimize the need for detailed desktop development expertise Workflow Overview Because customer service representatives work with numerous applications, they must have a wealth of information at their fingertips. And, because it is standards-compliant, it offers low-cost customization of agent and supervisor desktops. For IT professionals, the Cisco Finesse desktop offers smooth integration with the Cisco Collaboration portfolio. Your organization benefits as you deliver high-quality customer service, which leads to customer retention and loyalty. It offers your customer care representatives an intuitive, easy-to-use desktop design to help improve their performance and job satisfaction. 1 White Paper Cisco Finesse: How to Create a Screen-Pop Workflow Cisco Finesse Overview The Cisco Finesse desktop is the next-generation agent and supervisor desktop designed to provide easy access to the applications and information your customer service agents need through a customizable web-based interface.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |