Item: Cisco Finesse
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Cisco Finesse helps me to create agent and supervisor in contact centre technology, based on the skill group agent and supervisors [which] are being categorized. [It] helps us to set up a systematic approach for agent and supervisor where agents are created for the unified system where all the facilities like chat, email, and voice can be accessed. The difference between a agent and a supervisor is that agent is the person who takes the call chat and email where the supervisor is one who is responsible for monitoring a team, so the supervisor can be added to many teams. [The] supervisor can supervise many times based up which team the supervisor is added to a supervisor can have access to multiple teams.

Pros and Cons

Keep detail record of the agent and supervisor activity.
Help to create agent and give them access to different teams and different skill groups.
Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]

While adding skill group to the agent a direct find and assign button should be there.
In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
User interface can be improvised.

Return on Investment

It becomes more flexible to work with [Cisco] Finesse in terms of keep records of historical and real time data.
Being a complex system it should have some helping manual.
For large scale buisness using [Cisco] Finesse with all functionalities is a very good choice.

Key Insights

Do you think Cisco Finesse delivers good value for the price?

Yes

Are you happy with Cisco Finesse's feature set?

Yes

Did Cisco Finesse live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Finesse go as expected?

I wasn't involved with the implementation phase

Would you buy Cisco Finesse again?

Yes

Other Software Used

Cisco Jabber, Cisco Unified Communications Manager (Call Manager)

Likelihood to Recommend

[Cisco Finesse helps] keep all the chat email and voice services in a unified system [that can] help the user to get rid of remembering different passwords for different services. The SSO enables all the application to login with a single time password to all applications. Based suited for real time data monitoring of agent in a contact centre technology environment.

Quality service is always top priority for Cisco

Overall Satisfaction with Cisco Finesse