Data Sheet Cisco Cuom

Data Sheet

Cisco Agent Desktop for Cisco Unified Contact Center Express 7.0
Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from any workspace. Product Overview
Cisco Agent Desktop is a powerful team productivity and management suite of software solutions for the Cisco UnifiedContact Center. It provides a unified framework of tools in a composite application that customer contact teams need to increase productivity, improve customer satisfaction, and reduce costs. The Cisco Agent Desktop suite includes Cisco Supervisor Desktop for team management and collaboration, Cisco Agent Desktop for agent workflow productivity, and Cisco Desktop Administrator for agent desktopapplication configuration. The Cisco Agent Desktop suite is deployed as an integrated component of Cisco Unified Contact Center Express. Cisco Agent Desktop is provided in three versions: Standard, Enhanced, and Premium to match your customer contact interaction management requirements. Cisco Agent Desktop and Cisco Supervisor Desktop are powerful software solutions for the customer contact center. Theygive customer contact agents and supervisors Service-Oriented Architecture (SOA)-based tools to increase productivity, improve customer satisfaction, and reduce costs. For contact center agents, the Cisco Agent Desktop:
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Provides a unified set of customer contact application tools in Windows-integrated deployments

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Presents caller information in real time Allows one-clickautomation of routine operations using the task toolbar Provides performance reports that present snapshots of crucial metrics Extends real-time collaboration to the broader enterprise through presence integration Offers integration to business applications, providing easy access to customer data

For contact center supervisors, the Cisco Supervisor Desktop:
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Provides the management frameworkto monitor, coach, and train centralized or virtual teams

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Manages contact center environment and process Displays snapshots of crucial customer contact center metrics in real time Monitors and records agent calls* Provides collaboration and intervention tools to help agents meet customer needs and call center objectives

© 2008 Cisco Systems, Inc. All rights reserved. This documentis Cisco Public Information.

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Data Sheet

The desktop products can be displayed to agents and supervisors in English, French, Italian, German, Spanish, simplified and traditional Chinese, Russian, Japanese, Korean, Brazilian Portuguese, Dutch, Swedish, Danish, Norwegian, and Finnish. For contact center managers or administrators, the Cisco Desktop Administrator:
●Provides the ability to configure workflows and desktop settings, and integrate business applications in a packaged paradigm — with no programming required

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Allows effortless scaling of the Cisco Agent Desktop suite from single- to multisite IP-based contact centers

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Offers an intuitive GUI, decreasing IT dependency and simplifying customization, maintenance, and change management

CiscoUnified Contact Center Express also offers the option to employ Cisco Unified IP Phone Agent using supported Cisco Unified IP Phone models. This option requires only a Cisco Unified IP Phone for the agent; no PC is required.

Features and Benefits
Cisco Agent Desktop Client Editions for Enhanced and Premium Versions Cisco Agent Desktop for Cisco Unified Contact Center Express Enhanced andPremium versions allows agents to perform customer interaction directly from their desktops using supported Cisco Unified IP Phones or the Cisco IP Communicator softphone. Basic customer interaction functions include make/answer call, terminate call, hold call, transfer call, conference call, agent work state control (allowing changes to the status of an agent's availability), call status display,...