Cisco Finesse Webphone for Remote Agents

Major US City rolls out Cisco Finesse Webphone Gadget for their remote agents from outsource agencies. This helps to avoid any software installation on agent PCs, providing a smooth onboarding and better data privacy by avoiding any data to be stored on agent PCs.

Why Cisco Finesse Webphone

• Cisco Finesse Webphone helps to make and receive calls using a web browser, eliminating any Jabber or other Cisco devices.
• It can also work securely without any VPN needed on agent PCs.
• Webphone itself is a webrtc session using Opus codec which performs much better than other codecs in the remo working scenarios.
• Entire solution runs on the client's network or a private cloud for the maximum data privacy.
• By avoiding software installation on agent PCs, you also eliminate any customer-related data to be stored on the agent PCs for data security.

How It Works

• Remote agent logs in to the remote work page via SSO. This helps to offer extra layer of security with single sign-on with MFA. No Finesse integration with SSO needed.
• User than logs into Finesse agent page using their credentials.
• Webphone registers itself and turns green.
• When a call comes in, agent will answer the call from the webphone gadget and handle the call using Finesse call control features.
• The call can be muted and terminated from Comstice webphone gadget.

Deployment and Rollout: Locally-Hosted

• Deployment is done through Webex and Linux VMs are used to run Comstice software
• Deployment and configuration timeline is 5-10 business days, depending on the changes need to be done on your firewall and network configuration.
• Admin and power user trainings are provided over Webex.

Deployment and Rollout: Comstice-Hosted and PoC

• Comstice can host solution elements and connect to your network using site-to-site VPN.
• In this case, main task is to establish site-to-site VPN and handle communications accordingly.
• Proof of concepts are also done through Comstice-Hosted environment.

Conclusion

Running a webphone with Cisco Finesse is a comprehensive task but at Comstice we help to make this straightforward and help your business to enjoy Finesse with better feature set than shared cloud solutions. Click here to learn more and request callback.