Cisco Finesse Webphone and Mobile App for Out of Hours

There are many cases customer service calls need to be handled out of standard working hours;

• Emergency situations.
• High value clients, VIP use cases.
• Subject matter experts such as medical staff, field engineers, technical personnel, duty managers.

These users are often on-call; either they do not have a laptop PC with them or they are working remotely. Comstice has solutions in both cases;

Comstice Mobile Softphone App

Comstice Mobile Softphone app for Cisco Finesse helps Finesse users to login, make and receive calls just like standard Finesse agents but only using a mobile app. It is often used in the following cases;

• When the employee is on the move.
• When the expert has no laptop with them.
• When the expert is on-call; they do not have a PC open and can handle questions and requests over the phone. They can always migrate to desktop PC if needed.
• When the expert is a third-party resource or a partner who does not have access to the IT Infrastructure of a company such as insurance brokers and facilities services.

All these mobile users are Cisco Finesse agents, therefore they will be reported via CUIC or other Cisco Finesse reporting tools.

Comstice Webphone Gadget for Cisco Finesse

When the Finesse agents work remotely, they may not have applications such as VPN client or Cisco Jabber installed on their PCs. Comstice Webphone Gadget for Cisco Finesse helps to login remotely without any VPN required and without any ostfphone or physical Cisco Phone needed for the agent.

Comstice Webphone gadget works as a browser-based softphone and helps to make and receive calls without any installation on agent PCs. It works just like the cloud call centers but everything is running on-premises. WebRTC session is fully ecnrypted and then coverted to SIP on the company's network.

Conclusion

Customer Service is the biggest marketing tool for many industries. Being able to handle calls out of hours is a great customer experience. Especially being able to access to the experts on duty easily gives your customers a greater confidence about your brand and your service.