GADGETS for Cisco Finesse ..

Essential Power Pack

A set of Cisco Finesse gadgets for creating a truly unified workspace for the agents and supervisors. Integrate all the tools that the agents use (such as Salesforce, MS Dynamics CRM, SAP  and other web-based systems), automate repetitive tasks, connect agents to back office and remote experts, and much more.

Available for Cisco Unified Contact Center (UCCX) 10+ and Enterprise (UCCE) 9+ (incl. Packaged UCCE).

Summary

2Ring GADGETS for Cisco Finesse is a vital extension for all Cisco Finesse deployments. Offered in three bundles, the gadgets are a solution of great value especially if you are looking to integrate Cisco Contact Center with multiple information systems, improve collaboration among agents, enable alerts and notifications, and connect remote experts and back office workers to agents and thus to customers with the goal of improving customer satisfaction, comfort and first call resolution.

The solution is available to all contact centers using Cisco Finesse for Cisco Unified Contact Center Express v10+ and Enterprise (UCCE) v9+ (including Packaged UCCE).

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Benefits
  • Decreased spending on custom development efforts via deployment of this true essential power pack that significantly extends the capabilities of what can be done in Cisco Finesse without reaching out to developers
  • Creating a truly unified workspace for agents as well as for supervisors by integrating Cisco Contact Center with CRM (e.g. Salesforce, SAP, MS Dynamics CRM), helpdesk, and other types line of business solutions. Don't let your agents juggle multiple application windows anymore.
  • Having agents make fewer mistakes due to easily available information displayed automatically based on call context
  • Making customer interactions shorter via the use of smart action buttons that automate repetitive tasks such as database lookups, browser navigation, web service integration. Agents (Operators) have all tools (and common actions) just 1 click away
  • Building a team - let agents ask for help from a fellow agent during a call by sending an instant message
  • Managing agents with ease thanks to having detailed information on all agents, and having the option to call or chat with an agent or even force him to a different state
  • Saving, thanks to great value and small footprint of this solution
  • Using a solution built around Cisco Finesse API, the present and future for all Cisco Contact Center platforms
  • Having your say in our roadmap. It is an open and customizable solution, so let us know what matters to you
  • Enjoying peace of mind since the solution is Cisco Compatible against Cisco UCCX11 and UCCE11
  • Bringing the overall cost of the platform down since the solution is part of the Cisco Solution Incentive Program (Cisco Resellers ask us where to download the application forms)
  • Running a solution that is built, further developed and supported by 2Ring, a Cisco Preferred Solution Partner
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Features

2Ring BROWSER Gadget

  • Unlimited number of customizable and colorable tabs
  • Integration of multiple web applications in one Cisco Finesse screen
    • Salesforce, MS Dynamics CRM, SAP, and other CRM and/or ERP systems
    • Web search
    • Knowledge base systems
    • SCRIPTS&FORMS
    • DASHBOARDS
    • ..
  • Automated navigation
    • Workflow automated opening of new tabs and navigating open tabs
    • Screen pops

2Ring infoPANEL Gadget

  • State and time in state, with thresholds and countdowns
  • Customizable buttons
    • Launch worklfow macros
    • Navigate 2Ring BROWSER
    • Manage Agent State (e.g. one click to Ready, one click to Sign Out)
    • Perform data lookups
    • Panic button
  • Customizable notification icons
  • Context sensitive notification area showing important call related info
  • Text marquee to display important alerts from supervisors
  • CallVariable editor
  • Message ticker for messages from supervisors or for automated alerts and notifications (including support for audible alerts and also for toaster notifications if Finesse is running in Firefox or Chrome)

2Ring ORCHESTRATOR Gadget

  • Advanced workflow mechanism (when the builtin Cisco Worfklow mechanism is just not powerful enough)
  • Write macros to automate both simple and complex scenarios
  • Handle any Cisco Finesse events
    • Agent state changes
    • New calls, ended calls, ..
    • Login and logout
  • Coordinate 2Ring GADGETS
  • Handle custom 3rd party events from other gadgets
  • Light up notification icons in 2Ring infoPANEL
  • Reach out for data in databases, CRM systems, ERP, ..
  • Set timers

2Ring TEAM

  • Agent/Agent and Supervisor/Agent instant messaging (chat)
  • List fellow agents by
    • Teams
    • Queues
    • Call parties
    • Search criteria
  • Review realtime agent profile/state when looking for help on a call
    • Agent ID
    • Extension
    • Status
    • Time in State (incl. Reason Code)
    • Team
    • Assigned queues
  • Review call history for all your agents - and let agents access their own history as well
  • Review current call info for all agents
  • Look up corporate contacts – subject matter experts, back office workers
    • Search in Microsoft Active Directory (AD) by Name, E-Mail, Department, Location, and Phone Number
    • See realtime availability for call or chat (CUCM / Cisco Presence Server)
    • Forward calls
    • Start IM or Email
  • Send messages to agent marquees within 2Ring infoPANEL or to 2Ring DASHBOARDS&WALLBOARDS

2Ring COMPACT AGENT

2Ring SCRIPTS&FORMS (part of the enhanced and premium bundle)

2Ring DASHBOARDS&WALLBOARDS (part of the enhanced and premium bundle)

2Ring PRECISION SKILLING (part of the enhanced and premium bundle)

  • Skilling tool for assigning precision attributes to agents quickly
  • List and compare agent skills on one screen
  • Perform multiple changes
  • Change skills directly in Cisco Finesse 
  • Available for Cisco UCCE and Packaged UCCE
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