We want all three ;)
They serve different purposes really. IPPA targets traditional call center agents as users. Customers often use it as a backup for PC outages or other situations where they want to avoid dependency on PCs for basic agent functions. It's unlikely that customers would use smartphone or tablet apps for traditional agents, though it would be useful for supervisors and managers. On the agent side, it's more likely you would see that used for high-skill experts, such as on-call IT support.
Both of these are important, but the basic "login through your Cisco hardphone" aspect is going to be absolutely critical for moving customers to Finesse. It's widely used in Cisco call centers today, and smartphone apps are not a viable replacement for most customers. Replicating roughly what IPPA provides today (ability to login and manage state through hardphone) should be the priority.
Any rough estimate on when you guys might start working on a feature like this? I understand it would be a completely unofficial rough estimate.
Incidentally, if any one is interested Presidio has an IPPA for Finesse product that replicates what CAD IPPA does and a bit more. The app is fully developed and has already been deployed in production. Feel free to message me if you are interested.
eumansky@presidio.com
