How do you replace the agent desktop on Cisco UCCE or PCCE without replacing Cisco?
On Cisco UCCE and PCCE the agent desktop is Cisco Finesse. You can modernize it in three ways: extend Finesse with gadgets, embed the Cisco contact center in your CRM with a connector, or run an omnichannel workspace on top of Finesse. Totalix for Cisco does the third, keeping Cisco routing, rules and integrations in place.
The routes compared
| Route | What changes for agents | What stays | Effort | Availability |
|---|---|---|---|---|
| Extend Finesse with gadgets | Extra panels in the Finesse desktop (screen pop, workflows, third-party gadgets) | Finesse, routing, reporting | Development per gadget | Now |
| Embed Cisco in the CRM (b+s Connects or similar) | Voice controls move into Salesforce or ServiceNow | UCCE, PCCE or Webex CC routing | Connector deployment | Now |
| Migrate to Webex Contact Center | Cisco’s cloud Agent Desktop with configurable widgets | Cisco as vendor; routing and flows are rebuilt | A platform migration | Now |
| Totalix for Cisco | One omnichannel workspace native to Finesse: every channel, AI Agent Assist, knowledge, reporting; the same experience in the CRM and on mobile | Finesse, UCCE, PCCE or WCCE routing, business rules and integrations | Partner-delivered; no re-routing project | 1 December 2026 (early adopters from November 2026) |
Vendor facts from the vendors’ own pages, 21 October 2026.
When it fits
Your UCCE or PCCE routing is sound, the desktop is the problem, and you want digital channels and AI without a migration.
When it doesn’t
You have decided to leave Cisco, or you need only voice inside one CRM.
How Totalix does it
Totalix for Cisco integrates natively with Finesse on UCCE, PCCE and WCCE, and with Webex Contact Center, adding digital channels, AI Agent Assist, knowledge and reporting without disrupting the routing, business rules and integrations you have invested in. Agents keep one desktop as you move between Finesse and Webex Contact Center.
Totalix for Cisco → · Cisco Finesse alternatives → · Request a demo →
Questions buyers ask
Is Finesse being replaced?
No. Totalix runs with Finesse; Cisco’s desktop and routing stay.
Does it support PCCE as well as UCCE?
Yes: UCCE, PCCE and WCCE, plus Webex Contact Center.
Can we move to Webex Contact Center later?
Yes. Agents keep the same Totalix desktop across Finesse and Webex Contact Center, so the move does not mean retraining the floor.
When and how do we buy it?
Generally available 1 December 2026, through the Upstream Works partners who deliver it.