Uncovering the Power of Advance Reporting and Analytics for your Contact Center

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Agent Accelerator for Cisco Finesse

Offer exceptional user experience with IVT Certified Cisco Finesse 12.0 Unified Agent Desktop that provides a 360-degree view of customer information and unified experience through seamless integration. NovelVox Agent Accelerator is compatible with UCCE, UCCX, PCCE & CUCM.

Cisco Agent Accelerator

13+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Unified View of Customer

Enhance your First Call Resolution (FCR) rate and decrease Average Handling Time (AHT) by offering a single screen view to your agents by integrating all your third-party applications with Cisco contact center.

Cisco Finesse Accelerator
Cisco Finesse Agent Desktop

Biggest Library of Integration for Cisco Contact Center

Effectively integrate the Cisco Finesse Agent Desktop with back-office systems and third-party applications to scale agent performance and optimize customer interactions. Smart integrations available with a CRM, Ticketing, EMR/EHR, Banking systems, and other business applications leveraging open API accessibility. Cisco Finesse integration with some popular applications:

Greet Customers with
their First Name

Deliver experiential customer service by greeting the customers with their first names as the agent will now have access to the customer details prior to answering the call. No more revalidating the customer info to pull records.

agent desktop cisco
agent desktop cisco

Switch Screen by IVR Inputs

Use Cisco Finesse Agent Desktop to enhance FCR and deliver faster call resolution. Be able to dynamically populate the required information by knowing the reason for the call.

Get Optimized Agent Desktop as Per Business

Why bother working with a standard agent desktop when you can get a customized Finesse 12 agent desktop as per your unique business needs.

agent desktop cisco
agent desktop cisco

Use Drag & Drop Designer to Easily Modify Agent Desktop

Use simple and easy Drag & Drop Designer Studio to modify the Cisco Finesse 12 Agent Desktop. The gadget designer studio is the industry’s first designer studio which makes customization very easy—so much so that you can do it by yourself without any coding.

Pain-Free CAD/CSD to Finesse Migration

Make your CAD/CSD to Finesse migration pain-free with most powerful Agent & Supervisor desktops, you won’t miss what you loved.

agent desktop cisco

Agent Accelerator by NovelVox is an advanced contact center solution that caters to the needs of agents and customers simultaneously.

This Cisco Finesse desktop application works on powerful and seamless integration with 3rd party applications for unified experience.

From increasing agent's efficiency to improving CSAT, the Cisco agent desktop takes care of everything. The solution is designed to have only context-specific interaction without making the customer stay on hold for long.

Delivers integrated experience to serve your agents as well as customer needs through unified view of customer information. With agent desktop application, improve the agents' productivity with context driven interactions and quick query resolutions.

Industry-specific Solutions

Unified Agent Desktop for Banking & Finance

NovelVox provides Cisco Finesse 12 Unified Agent Desktop for banking and finance institutions which provides you easy integration with core banking applications like Jack Henry & Associates, FIS, Fiserv, Infosys Finacle, etc to provide a single glass pane view to contact center agents. Get department-wise unique customized desktop, compatible with UCCE/UCCX/CUCM/PCCE, so that the agent access only the required details of that particular department like phone banking, cards, loans, etc.

Unified Agent Desktop for Telecom

NovelVox has been providing customized contact center solutions for the telecom industry for over a decade now. Cisco Finesse 12 Agent Desktop provides an integrated agent experience with over 70 third-party applications, including GIS, SAP, SIEBEL etc by offering a unified view of all caller information even before the call is answered by the agent. This enables the agent to reduce Average call Handling Time (AHT) and enhance First Call Resolution (FCR), thereby improving overall contact center productivity.

Unified Agent Desktop for Healthcare

Unified Agent Desktop for healthcare industry will assist agents in catering to all patient requests and requirements promptly without wasting time looking for information. Cisco Finesse 12 Agent Desktop makes it possible by providing an integrated view of all the caller information like previous appointment status, the reason for the call, availability of physicians, etc. on a single screen. It offers seamless integration with Epic, Cerner, Aetna, All Scripts, Telmed IQ, and other core platforms, enabling agents to access the right information at the right time.

Unified Agent Desktop for Insurance

Cisco Finesse 12 Unified Agent Desktop for insurance industry offers one-of-a-kind industry-specific agent experience. It provides ready integration of Cisco contact centers with third-party applications such as Guidewire and Oracle which include ticketing, CRM, etc. The agent desktops are customized as per the department/business needs where you can integrate various information on a single screen so that the agent has access to the required details at their fingertips.

Unified Agent Desktop for Credit Union

Unified Agent Desktop for credit union provides easy integration with Jack Henry, Fiserv DNA Core, Symitar Episys, FIS application with Cisco Finesse and Avaya contact centers. Unified agent desktop provides the agents with a single screen view of all the caller details. With Unified Agent Desktop, the agent is ready with all the caller information as soon as the call gets connected—no need for copy/paste to gather member information. This reduces AHT and improves agent call resolutions.

Unified Agent Desktop for Retail

Unified Agent Desktop for retail are optimized as per the industry requirements. With Unified Agent Desktop, agents are able to address the customer’s queries and concerns swiftly and with ease. It offers seamless integration with third-party applications, including Salesforce, Servicenow, Zoho, SAP, Sugar CRM, and more. The agents have access to information like warranty status, stock availability, store details, etc. which enables them to handle more calls in less time.

Unified Agent Desktop for Government Entities

Let your agents provide specialized department wise solutions to the citizens with Cisco Finesse 12 Unified Agent Desktop for government entities. NovelVox provides unified unique desktops per the department requirements which provides agents the necessary information to handle the calls for that particular department. It offers integration with leading third-party applications, including Workday and IBM 400 to provide an integrated view of information to the agent.

FAQ

Cisco Finesse is a web-based desktop application designed for agents and supervisors. It provides them with a web interface to log in, change their state and receive calls while offering basic call control features such as Hold, Transfer, Consult, etc. One can easily integrate a Cisco Finesse Agent Desktop with existing contact center applications leveraging Rest APIs, enabling customers to customize the agent desktop as per their unique needs.
Cisco Finesse Gadgets are a set of default applications placed within the Cisco Finesse desktop to empower agents with more capabilities in the form of team performance gadget, call control gadget, call popover, etc. However, it is also possible to deploy third-party applications within Cisco Finesse leveraging REST API integration.
Default cisco finesse gadgets lack many agents and supervisor features such as 360-degree customer view, single-screen monitoring, etc. Agents also experience many browser-related issues that frequently impact their performance and experience. It emerges from the need for a solution that fills the above gaps and enhances the customer experience by empowering agents and supervisors with complete control of data. Unified Agent Desktop by NovelVox fits into the Cisco finesse environment just like any other gadget. However, NovelVox’s next-gen integration capabilities make it stand out from other gadgets.
NovelVox’s unified agent desktop, namely Agent Accelerator, is a web 2.0-based agent desktop application seamlessly embedded within the Cisco Finesse environment as a gadget. It enhances the capabilities of a Cisco Finesse contact center by providing agents with a unified view of customer information achieved through integration with third-party applications and backend systems. It comes with 50+ interactive, industry-specific templates, supports integration with 75+ business applications, and can be easily customized by leveraging a drag and drop designer studio.
Any application having an open API can be integrated with NovelVox’s agent desktop deployed within Cisco Finesse.
NovelVox’s digital engagement platform, CXInfinity, supports social messaging, chatbots, and other digital-driven services, including Co-browse and Video Chat engagements, while being available as another Cisco Finesse gadget for agents and supervisors.
No, not every time. Whenever you plan an upgrade for Cisco Finesse, you must inform our support team. You can raise a ticket at https://www.novelvox.com/services/support/. We’ll do our sanity on the mentioned version and let you know if you’ll need an upgrade or not. Also, it would be a minor upgrade, not a major one.

Pre-Built Gadgets

Group 490 (6)

Agent Performance Dashboard Gadget

Group 490 (7)

Ticketing
Gadget

Group 490 (8)

Customer Management Gadget

Group 490 (9)

Knowledge Base
Gadget

Group 490 (10)

Agent to Agent/Supervisor Chat & Broadcast Gadget

Group 490 (11)

Agent Personal Phonebook Gadget

Group 490 (12)

Agent Scripting
Gadget

Group 490 (13)

Call Disposition
Gadget

Seamless Integration with

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube Channel

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