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 Express (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 including 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 one 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
  • Running a solution that is built, further developed and supported by 2Ring, a Cisco Preferred Solution Partner, and that is available to all Cisco Resellers via Cisco's price list (CCW)
Testimonials

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Features

2Ring Browser Gadget

  • Let agents find all the web-sites and web-based applications that they need in Cisco Finesse after login. Here are some examples:
    • Web Search
    • Maps
    • Knowledge base systems
    • List of speed dial buttons
    • List of calls waiting in a queue (Call/Cherry Picking for UCCX)
    • Guiding scripts and advanced, multi-level, wrap-up forms (2Ring SCRIPTS&FORMS)
    • Real-time reports (2Ring DASHBOARDS & WALLBOARDS)
    • ..
  • Use automated navigation and bring the right browser tab (application) to the front as needed
    • Workflow automated opening of new tabs and navigating open tabs
    • Screen pops

2Ring ToolBar Gadget

  • Configurable buttons (per team and per role - agent vs. supervisor)
    • Launch worklfow macros
    • Navigate 2Ring Browser (bookmarks)
    • Change agent state (e.g. one click to Ready, one click to Sign Out)
    • Perform data lookups
    • Panic button - let agents notify supervisors that help is needed

2Ring Ticker Gadget

  • State and time in state, with thresholds and countdowns
  • Text marquee to display automated text alerts or important alerts sent manually by supervisors
    • New message can trigger an audible alert and/or a toast alert
      • Toast Alerts require for Cisco Finesse to be in Firefox or Chrome

2Ring Dialog Gadget

  • Full call control
  • CallVariable editor
  • CallTrace
  • Advanced wrap-up selection (searchable by agents, no-need to confirm selection, auto-selected based on call-data)
  • Customizable notification icons (language selection in the IVR)
  • Context sensitive notification area showing important call related info

2Ring Orchestrator (Workflow) Gadget

  • Advanced workflow mechanism (when the built-in Cisco Workflow 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
  • Provide alerts/notifications to agents and supervisors (NotReady - RONA, ..)
  • Coordinate 2Ring Gadgets
  • Handle custom 3rd party events from other gadgets
  • Light up notification icons
  • Reach out for data in databases, CRM systems, ERP, ..
  • Set timers
  • And much more

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 Ticker Gadget and/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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