Cisco Finesse Agent Desktop
What is Cisco Finesse Agent Desktop?
Cisco Finesse integrates traditional contact center functions into a thin-client desktop. It implements a browser-based desktop through a web 2.0 interface. No client-side installations are required.
Cisco Finesse is the browser-based agent and supervisor desktop used with Cisco’s contact center platforms. Because it runs in a web browser, there is no desktop client to install or maintain on each workstation, which simplifies rollout and updates. Agents use it to sign in, change their availability and handle contacts, and supervisors use it to monitor their teams.
Finesse supports gadgets, which are small web components placed in the desktop layout. Organizations use gadgets to add capabilities such as digital channels, customer data, CRM screens and reporting, so agents can work in one interface instead of switching applications. When assessing a Finesse environment, buyers typically consider which channels and business systems agents need in front of them, and how those additions are deployed and maintained over time.
Related: Upstream Works on Finesse (UWF), Supervisor Desktop, Single Agent Desktop, Totalix.