Cisco Finesse Features

Simulates human-like speech from text inputs.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Sends voice calls to a specific queue based on predetermined criteria

Use AI to generate content in the form of text, images, videos, etc.

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Transfers live calls to other agents

Import and export data to and from software applications

Provide agents with a typical response for common call subject matter

Track interaction history by documenting conversations for contacts

Provides a channel for team members to share media files, communicate, and work together

Listen to live phone conversations for the purpose of training and assessing agent performance

Alter the layout and content of reports

Manage, organize, and store contact information

Track and document all activities across devices, networks, and other systems

Distribute/route/connect calls

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

AI-based platform which conducts a conversation via auditory or textual methods

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Organize and manage the accomplishments and development of employees or performance of applications or systems

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Agents can view and manage all customer requests and interactions.

Monitor wait time and abandonment for incoming requests that have not been routed

Access previous interactions or concerns to maintain customer relationships

Computer-based system that allows users to send and receive voice messages

Observe and track the demand, usage, progress or quality of a system, product, or user

Manage and track all past and future calls.

Communicate using direct chat or messages within the system

A set of processes to optimize the productivity of its employees

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Manage, store and organize emails within the system or via third-party apps

Identify the number and contact information of a caller before answering the phone

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Active monitoring of systems, applications, or networks

Visualize and analyze customer experience across all touchpoints and channels

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Monitor wait time and abandonment for incoming requests that have not been routed

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Listen to live phone conversations for the purpose of training and assessing agent performance

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Tool to send questionnaires to customers to gauge feedback

Agents can view and manage all customer requests and interactions.

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Provides a channel for team members to share media files, communicate, and work together

Boards that use custom metrics to show how leading performers compare to other individuals/teams

Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs

A set of processes to optimize the productivity of its employees

View and track pertinent metrics to find patterns and gain insights from data

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

System calls multiple numbers at once and connects the agent to the first number that answers

Connect with meeting participants remotely over video

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tracking the status of previously identified performance measurements

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, organize, and store contact information

Create multiple models or equations for generating scores

Receive system updates as soon as any changes are made

Track interaction history by documenting conversations for contacts

Record the audio of phone conversations for quality assurance purposes

Software program that continuously adjusts its behavior based on observed data

Record and save a video file of what is happening on a computer screen

Streamlining repetitive tasks and activities through automated and predefined workflows

Communicate using direct chat or messages within the system

A collection of customer information such as contact details, demographics, previous interactions, etc.

Add customized logos and colors to align with company branding

Record the audio of phone conversations for quality assurance purposes

Create and automatically send premade copy in response to customer messages

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, store and organize emails within the system or via third-party apps

Create, save, and re-purpose templates for emails, forms, etc.

Send messages via SMS

Gauge satisfaction and receive information for improvement and success

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track and manage adherence to policies for any service, product, process, or supplier

Manage and support multiple languages

Track interaction history by documenting conversations for contacts

Set up connections to third-party platforms to improve business processes

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Create, design and manage workflows for repetitive tasks

Access previous interactions or concerns to maintain customer relationships

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Supports various video file formats

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Organize, prioritize, and manage incoming communications

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Provides a channel for team members to share media files, communicate, and work together

Track and document all activities across devices, networks, and other systems

Set up connections to third-party platforms to improve business processes

Helps ensure customer privacy and data protection

Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels.

Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides voice call functionality.

Provides an interface for one or more social media channels.

Ability to chat online in real time

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Set up connections to third-party platforms to improve business processes

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Computer-telephony integration is the use of computers to manage telephone calls

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Sends voice calls to a specific queue based on predetermined criteria

Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

System calls multiple numbers at once and connects the agent to the first number that answers

Tickets are automatically assigned to specific agents based on predefined rules

Analyze and gain insights into data in real-time

View and track pertinent metrics to find patterns and gain insights from data

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Schedules callback times

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and report on all incoming and outgoing calls

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized.

Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Send messages, notifications, or documents to an entire customer base at the same time

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Generate personalized communications upon request to meet customer needs

Allow the audience to interact or engage with the content