This guide helps you to find out which remote work solution is suitable for your contact center agents depending on the hardware and software options they have.
ALL THE SOLUTIONS PRESENTED HERE ARE ON-PREMISE, UTILISING YOUR EXISTING CISCO CONTACT CENTER INFRASTRUCTURE
1. If your remote contact center agents DO NOT HAVE laptops and PCs
Agent Functionality
Comstice Mobile Agent for Cisco UCCE, PCCE and UCCX helps agents to login using smart phones, iPad and tablets on android. It can integrate with any CRM platform that supports mobile browsers. Learn more about the product from product page and how to roll out mobile agents for Cisco Finesse.
You can also run Comstice Mobile Agent for Cisco UCCE, PCCE and UCCX from Salesforce mobile app in tablets and smart phones. Learn more from product page
Phone Functionality
You can use any phone that Cisco CUCM can dial out. This can be home phone, mobile phone line, Cisco Jabber and third party SIP phones. Comstice Mobile Agent has a built-in SIP phone option which can be enabled and register to Comstice Cloud Telephony Service.
2. If your remote contact center agents have laptops and PCs
Agent Functionality
Comstice Desktop Agent for Cisco UCCE, PCCE and UCCX helps agents to login using click and run Finesse client. No installation required. Download from product page, unzip and run. It does not need any VPN. It can integrate any web-based CRM platform, does screen-pop, audio and visual alerts for the calls in queue. Learn more about the product from product page and how to roll out desktop agents for Cisco Finesse.. It is the same setup required for mobile agents.
Phone Functionality
You can use any phone that Cisco CUCM can dial out. This can be home phone, mobile phone line, Cisco Jabber and third party SIP phones. Comstice Desktop Agent has built-in Cisco Jabber and third party SIP Phone features which can register to Comstice Cloud Telephony Service.
Comstice is a Cisco Preferred Solution Partner specialising in contact center solutions compatible with Cisco UCCE, UCCX and PCCE. Both Comstice Mobile Agent for Cisco Finesse and Comstice Desktop Agent for Cisco Finesse passed Cisco Integration Validation Testing for Finesse v12.0 and they are backward compatible.