UniXpert™ for Cisco Finesse

Consilium UniAgent Xpert™ (Gadget inside Finesse)

Consilium UniAgent Xpert™ is a light weight CRM connector contained within Cisco® Finesse as a Developed based on the market demand for a CRM connector based on Cisco Finesse Agent Desktop (FAD), UniAgent Xpert™ provides CRM integration, CTI-based screen pop up, lower professional services costs, and no additional IT infrastructure costs.

UniAgent Xpert™ leverage standard Cisco Finesse Agent Desktop. The customer information is presented inside the UniAgent™ gadget in Cisco Finesse Agent Desktop upon an incoming call ringing event or an outbound call. The screen pop will occur in a separate browser tab or browser window or within the Cisco Finesse CRM gadget if required.

Consilium UniAgent Xpert™ Advantage

Consilium on Cisco Finesse: Leverage standard Cisco Finesse Agent Desktop
CRM Screen Pop – Better customer experience as customer identification step is instant, lower AHT
Custom Fields – add more CRM data fields as required
Calabrio Call Controls – To Stop or Pause recording for PCI compliance and for agents to add call metadata
No Separate Server / VM needed As it is co-resident on the Cisco Finesse server as a gadget
Lower cost – Due to minimal professional services requirement
Less CRM-side expertise As the CRM UI remains un-changed
IT friendly – Simplicity of architecture and standard Cisco TAC support for Finesse Agent Desktop

UniXpert™

A light-weight CRM CTI connector embedded within Cisco Finesse as a gadget, with a CRM view based on call events and workflows.

Agents will continue to use Cisco Finesse Agent Desktop, with UniAgent Xpert CRM Connector as a custom gadget inside Cisco Finesse Agent Desktop.
CRM screen pop will be automatically triggered by UniAgent upon an incoming call ringing event or outbound call presentation, with key information presented inside the gadget, and a CRM screen pop will occur in a separate browser tab/browser window, or within the Cisco Finesse CRM gadget if required.
Call wrap up and all other call control continues to be within the Cisco Finesse standard call control gadget.

Screen pop up

UniAgent Xpert™ automatically triggers Screen pop upon an incoming call ringing event or an outbound call. With key information presented inside the Finesse gadget, CRM screen pop can occur in a separate browser tab or browser window or within the Cisco Finesse CRM gadget if required.