Cisco Finesse Mobile Agent for UCCE, PCCE and UCCX
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Mobilize your organization around customer with full contact center functionality, detailed reporting and compliance recording.
Why Cisco Finesse Mobile Call Center Agent
Switch between Finesse desktop and mobile
Agents can easily switch between desktop and mobile agent interfaces if they need to step away from their desks such as IT Helpdesk and Field Support engineers.
Expand Beyond Call Center Floor
Employees and partners can call the customers using Comstice Mobile Agent app and receive calls without disclosing employee's and customer's phone number.
Reporting and Voice Recording
All the mobile business calls can be recorded for compliance and training, calls can be reported in detail and itemised bills can be generated per department.
Protect Customer Contact Details
Employees can call customers without disclosing customer's phone number. This helps businesses to protect their customer leads and contacts.
Distribute customer enquiries to nearest branch, insurance broker
or a loan expert. Could be used by your employees as well as resellers without any IT investment.
Medical staff and on-call teams can receive patient calls without sharing mobile number.
Calls go through mobile phone line for better audio quality. Call center reporting and compliance recording.
Customer needs to interact with various roles in hospitality. Comstice
Mobility solution can help customer to interact shuttle drivers, room service, reception,
airline crew whenever they are available.
Location-Based Agent Assignment
Comstice Location Service running in your Comstice Mobility Server can help you to monitor agent locations while they are logged in. This can be used by Cisco UCCE or UCCX to select the nearest agents to the customer rather than longest waiting.
Same App for the Agent and the Supervisor
If the agent has supervisor credentials, she can access to team states and change the state of the team members. Agents can also monitor the states of their team members.
Receive Customer Calls from Mobile Line
Comstice Mobile Agent is not a VoIP app; The incoming call is retrieved through mobile phone line. Agents can also use your Cisco IP Phone or analogue home line.
Works even when the phone is locked
Comstice Mobile Agents do not need to keep the screen active all the time; Comstice Mobility solution makes sure that agent state is preserved even when the phone is locked or intermittent data network issues are experienced in mobile internet.
Comstice Mobile Agent is a Cisco Finesse client and communicates with Cisco Finesse through Comstice Mobility Servers. Comstice Mobility Server is a Linux-based virtual server hosted in organisation's data centers, preferably in the DMZ. Mobility Server regulates the communication between the Cisco Finesse Server and Comstice Mobile Agent app, delivering secure communications between the mobile app the Cisco Finesse servers.
No need for Mobile VPN
No need for specialist firewall
No additional Cisco license required
Receive customer calls from your mobile phone line
No Voice over IP related call quality issues
Stay logged in as a Cisco Finesse agent even when mobile internet is lost.
Enter vehicle ID for location-based monitoring (optional)
Retrieve your license by entering your company code
Enter the mobile number which the call will be retrieved.
Company code will retrieve your settings.
Login using Cisco UCCE, PCCE or UCCX
You can use any third party phone.
Monitor team member states and queue information
Make calls (you will actually receive a call from Cisco CUCM), slide to change the state or access other features from the menu
Agent can pull down the screen to update the data
Comstice Mobile Agent app is a Cisco Finesse client therefore calls use Cisco CUCM dial plan i.e. agents can make a call to extensions.
Agent can select Not Ready or logout reason codes where applicable
Agents can select wrap-up codes after the call
Agent can access to the previous call details including call variables from the call logs inside the app
Call variables can be listed
Comstice Mobile Agent app offers a seamless CRM integration without any development required
Built-in browser helps to access customer CRM data during or after the call has ended.
CRM page can screen-pop when the call arrives
Agent can access Cisco Corporate Directory contacts and third party Phone Books
Personal Contacts as speed dials
Company's CUCM dial plan is used
Built-in barcode reader and a signature pad
Barcode and signature information can be uploaded into CRM
Comstice Barcode and Signature Service is part of the Mobility Server
Locate caller's geo-location using Map feature
Find the directions to the customer using your preferred Map app.
Monitor the states and reason codes of the other team members
Supervisors can change the states of other agents or log them out using this app.
Frequently Asked Questions
How is Comstice Mobile App is licensed?
Comstice Mobile App is licensed per named agent. Using the company code provided agents can retrieve their company information from Comstice Licensing Server
If there is an active call on the mobile phone?
If there is an active call and agent is in ready state, Cisco Finesse will send the customer call to the agent's mobile phone line. Agent can decide to answer or ignore. If ignored, the call will be taken back to the queue after answer timeout and sent to another agent.
Where is Comstice Licensing Server?
Comstice Licensing Servers are spread around the world with geo-redundancy in mind.They can also be hosted locally on your network.
How does the rollout work?
Once you configure your Cisco CUCM and Cisco UCCE/UCCX, agents can retrieve their licenses by entering the company code provided into the app settings. Then either using a Mobile VPN or NAT over the firewall, they can access and login to Cisco Finesse. They can go to Ready state and start taking customer calls.
Can this app be used with normal phones and Cisco IP Phones?
Yes. Analogue phones or Cisco IP Phones can be used. You do not need to use your mobile phone line.
Do you support Windows Mobile Phones?
No. Currently we only support Apple IOS and Google Android devices.
Is there is Voice over IP? Do we need Cisco Jabber?
You do not need Cisco Jabber and there is no voice over IP in Comstice Mobile App. It is possible to use Comstice Mobile Agent app with Cisco Jabber IOS or Android, if preferred.
Can agent lock the phone screen and carry it in her pocket? Does the app need to be active all the time?
App can work in the background and agent can stay logged on even when the phone is locked.
Can agent disable location monitoring? Is it mandatory?
Location monitoring is not mandatory and agent can always disable location monitoring from the mobile device. Location monitoring only occurs when the agent is logged in and it is disabled by default. Depending on the requirements, it can be enabled per team.
Does this app have IPad/Tablet support?
Yes. You can run the app from IPad or an Android tablet. In that case, you need to use an external phone that Cisco CUCM can dial in. This could be another mobile phone, Cisco Jabber, home or office phone.
Can I try the app without any license or server?
Yes. You can download the app and run it in demo mode by tapping on the "Demo Mode" button at the login page. Also you can create a 30-day trial licence for the full feature set.
Is it possible to record voice conversations?
Yes. Existing voice recording platforms can be used to record mobile agent calls.