Cisco is pleased to announce that Cisco Finesse 9.1(1) for Cisco Unified Contact Center Enterprise (Unified CCE) and Cisco Packaged Contact Center Enterprise (Packaged CCE) has achieved first customer shipment (FCS) status and is now available.
A number of new features and functionality are available for Cisco Finesse 9.1(1), including:
Enhanced call control with the addition of barge, intercept and single step transfer to existing Finesse call control features for added supervisor control and easier call handling.
Preview mode for outbound dialing allows agents to get critical account information presented to them before dialing the call. This provides more context to the agent for more effective outbound campaigns.
New phone book feature allows agents to click to call directly from a name in the directory to help cut down on misdialed calls and increase efficiency.
Third-party gadget hosting enables third-party developed gadgets to be loaded onto the Finesse server to be used on the agent desktop. This eliminates the requirement for third-party gadget server and lowers total cost of ownership.
Team-based configuration provides the ability to create agent desktops specific to each team as they relate to layout, reason and wrap-up codes and phonebooks. This means that a single contact center can have different layouts for each team depending on the contacts they are handling – adding to agent efficiency and effectiveness.
Geographic redundancy for 2000 concurrent agents doubles the number of agents supported in previous versions to support larger customers.
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