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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

Functionalities

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.

Call Controls

Call wrap up and all other call control continues to be within the Cisco Finesse standard call control gadget.

Voice Logger integration

UniAgent Xpert™ provides the option of call recording by facilitating integration with Calabrio® or Cisco QM. Thus, proving a valuable functionality for Contact Centers from PCI compliance perspective.

Dashboard and Reporting

UniAgent Xpert™ now offers the capability of Dashboard and Reporting. That means, user can now monitor key contact centre performance in real-time and also view reports on critical KPI’s.

Features

  • Call Summary
  • Speed dial option
  • Edit call variables
  • Advanced wrap-up
  • Productivity reports
  • Event triggered workflows
  • Integration to various CRMs
  • Option to change agent state
  • Color coded agent state threshold
  • Call Transfer - Single step or Blind
  • Custom data pull and presentation on gadget

Why Choose Consilium UniXpert™ for Cisco Finesse

Datasheet

Check out how Consilium's UniXpert™ for Cisco Finesse helped to achieve better ROI on operations.