Cisco Finesse Softphone
Better Finesse experience for Remote Agents with built-in WebRTC phone and no VPN
No Installation Required. Click and Run Finesse Client with a better visibility and alerts for remote agents including softphone. Great agent and supervisor experience for Windows and MacOS clients.
-
Screen-pop, audible and visual alerts
Monitoring Break Duration with Break Reason Codes
One-click Transfer to Other Queues for Mis-Queued Calls
Screen pop in Not Ready, when thresholds are reached
Agent state percentage with Donut chart
Scrolling team messages with color codes
-
Daily Call stats for the Agent: Answered, abandoned, talk time and ASA
Agent state durations: Average, longest and total
-
Company Logo and the colors in the login page
-
Call logs for the last seven days
Call variables for the incoming calls
Total inbound and outbound calls
One-click callback from the logs
-
Personal Contacts which agent can create, edit and delete
Adding Corporate Directory Contacts to Personal Contacts
Making calls from Personal Contacts
Access to Cisco CUCM Corporate Directory Contacts
Access to Microsoft Active Directory Contacts via Cisco CUCM
Bulk import of Personal Contacts
-
Agents can access to the states of team members
State of each team member with Reason Codes
Call or private chat with the team members
Color-coded team states in Donut chat
Supervisor can change agent states, access agent's daily statistics and log out the agent
Supervisor can do silent Monitoring, barge-in or intercept when agent is in Talking state
-
Screen-pop, audible and visual alerts
Monitoring Break Duration with Break Reason Codes
One-click Transfer to Other Queues for Mis-Queued Calls
Access to Team States for other agents
Call Logs with variables
Access to Cisco CUCM Corporate Directory, Finesse Phonebooks
-
Supervisor Console for additional features
Monitoring team states, reason codes and other data
Accessing multiple teams, sorting agents alphabetically or based on their state
-
Comstice Omnichannel features
Customer Chats: Web and mobile
Accepting and managing Callbacks
Managing incoming customer emails, along with an automated ticketing system
Dedicated Agent Application vs Browser-based Finesse Gadgets
Cisco Finesse Gadgets help agents to access the additional functionality that they are looking for. However, the user experience is often compromised and browser dependency causes additional challenges. Also new gadgets often require a separate gadget server to run.
Comstice Desktop Agent offers all the agent and supervisor functionality with a beautiful design and great user experience. It includes softphone and agent functionality on the same client app. Also it does not require an upgrade every time your Cisco Finesse servers are upgraded. And the best thing is; you don't even have to install it. You can download and run it as click and run application.
Includes WebRTC Softphone
Comstice Desktop Agent app includes built-in WebRTC Phone. It communicates with Comstice WebRTC Gateway hosted in customer's network. Comstice WebRTC Gateway is connected to Cisco Callmanager via a SIP Trunk. Transcoding is done between WebRTC codec OPUS and Cisco Callmanager codecs such as G.711 or G.723.
Unique Features of Comstice Desktop Agent for Cisco Finesse
Easily accessible omnichannel communication from mobile and the web will help your customer to build the habit of using the other options before making any calls.
No Installation Required
Click and Run app with no Java dependency. You can download the portable version, extract the zipped folder, click on the EXE and run. It is also possible to copy the portable version into a network drive and run remotely.
Omnichannel: Chat, CRM, email
Desktop Agent offers a generic integration with any web-based chat, CRM and email solution.
Agent Reskilling
Supervisors can reskill the agents in their team using the Comstice Desktop Agent Supervisor Console. They can add/remove agents from a skill, assign/unassign Precision Queue attributes, reset their password and update their default skill.
Team Messages, Break Duration, Visual and Audio Alerts
Managers can create team messages with color-coded priority levels which will be shown as scrolling messages, enable audio and visual alerts for calls in queue and oldest in queue. When agent selects a reason code with the word "break" in it, break duration will increment as a bar chart.
| Features | Cisco Finesse Web Client | Comstice Desktop Agent for Cisco Finesse |
|---|---|---|
| No Client Installation Required | Yes | Yes |
| Built-in Softphone | No | Yes |
| Browser Independent | No | Yes |
| Native Screen-Pop for calls in queue and incoming calls | No | Yes |
| Seamless HTTPS/TLS Certificate Compatibility | No | Yes |
| Agent Call Logs including call/ECC variables of each call | No | Yes |
| Ability to Edit Call Variables | No | Yes |
| Company colors and logo | No | Yes |
| Agent access to daily agent stats, number of calls answered, abandoned, average, total and maximum agent state durations | No | Yes |
| One-click transfer for the mis-queued calls | No | Yes |
| Visual and Audio alerts for the Queued Calls | No | Yes |
| Agent Blind Transfer (UCCX) | No | Yes |
| Access to Cisco CUCM Corporate Directory and Microsoft AD via Cisco CUCM | No | Yes |
| Seamless integration with any CRM platform without any development required | No | Yes |
| Customer CRM page auto pop-up or on-demand access from the active call window | No | Yes |
| Customer CRM page auto pop-up or on-demand access from the active call window | No | Yes |
| Start/Stop Voice Recording for Cisco Recording and Calabrio Recording | No | Yes |
| Supervisor: Agent Reskilling without any additional server (UCCE only, UCCX version requires Comstice Wallboard Server) | No | Yes |
Frequently Asked Questions
Why should we have a dedicated client when we can have many Finesse gadgets
Agent experience in the default Finesse interface has shortcomings; many agent and supervisor features are missing, browser interface occupies too much screen estate and there are many browser-related issues and limitations. Comstice Desktop Agent offers a compact yet feature rich and easy to use agent and supervisor experience which reduces the average handle time significantly.
Do we need to upgrade Desktop Agent every time we upgrade Cisco Finesse?
No. Comstice Desktop Agent app uses Cisco Finesse APIs and these APIs do not change in different Cisco Contact Center versions.
How does the rollout work?
Agents and supervisors download Comstice Desktop Agent and run it from their PCs. They use the company code to retrieve their license and company settings.
How does the upgrade work?
In case of an upgrade for resolving a defect or for new features, upgrade files can be hosted on an SFTP server and each client will download and run the updated version during initial launch. No uninstall/reinstall required.
Does Comstice Desktop Agent need Cisco Jabber?
There is no dependency for Cisco Jabber or a specialist firewall. It already includes a WebRTC-based softphone.
How Desktop Agent is licensed?
It is licensed per named or concurrent agent. Same license can be used for the agents and the supervisors.
Do we need any additional server?
Yes. You will need Comstice WebRTC Server running on your network, communicating with Cisco Callmanager via SIP.