Cisco Finesse Plugin

10 reviews

The Cisco Finesse Plugin is a comprehensive integration solution that seamlessly connects Cisco's Finesse contact center platform with ServiceNow, enhancing agent productivity and customer service efficiency. By embedding call controls and customer information directly within the ServiceNow interface, this plugin eliminates the need for agents to switch between applications, streamlining workflows and reducing response times. Key Features and Functionality: - Embedded Call Controls: Agents can manage calls—answer, hold, transfer, and conference—directly within the ServiceNow environment, ensuring a unified workspace. - Agent State Management: Monitor and adjust agent statuses in real-time, facilitating efficient resource allocation and workload distribution. - Integrated Call Disposition and Wrap-Ups: Simplify post-call processes by logging call outcomes and notes within ServiceNow, maintaining comprehensive interaction records. - Click-to-Dial: Initiate outbound calls by clicking on phone numbers within ServiceNow, enhancing dialing efficiency and accuracy. - Automated Call Logging: Automatically record call details and associate them with relevant ServiceNow records, ensuring accurate and complete documentation. - CRM Screen Pop: Display relevant customer information upon call arrival, providing agents with immediate context to personalize interactions. - Seamless Record Mapping: Ensure consistent and accurate data synchronization between Cisco Finesse and ServiceNow, maintaining data integrity across platforms. - Screen Transfer: Transfer calls along with associated customer information to other agents, preserving context and continuity in customer service. - Single Sign-On (SSO: Enable agents to access both Cisco Finesse and ServiceNow with a single set of credentials, simplifying authentication processes. Primary Value and User Benefits: The Cisco Finesse Plugin addresses the challenge of disjointed workflows in contact centers by integrating telephony controls and customer data within the ServiceNow platform. This integration reduces the need for agents to toggle between systems, thereby decreasing average handle times (AHT and improving first contact resolution (FCR rates. By providing immediate access to customer information and interaction history, agents can deliver personalized and efficient service, leading to enhanced customer satisfaction (CSAT scores. Additionally, the plugin's automation capabilities minimize manual data entry, reducing errors and allowing agents to focus more on customer engagement.

Cloverhound Connect

0 reviews

Cloverhound Connect is an innovative, award-winning, and trusted experience that’s easy and safe to access on a variety of devices, including desktop, tablet, and mobile. Deliver best in class virtual patient care without the administrative headaches. Deliver an easy-to-use telehealth experience from any location.