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How is 2Ring closing CAD / Finesse feature parity gap?

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Organizations using Cisco Contact Center Express and Enterprise need to migrate to a new, web-based, agent desktop platform - Cisco Finesse. Adding 2Ring GADGETS to the mix will ease the transition significantly. www.2Ring.com/GADGETS

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How is 2Ring closing CAD / Finesse feature parity gap?

  1. 1. How is 2Ring closing CAD / Finesse feature parity gap?
  2. 2. Founded in 2001 ..
  3. 3. Cisco Preferred Solution Partner ..
  4. 4. Indirect Sales Strategy ..
  5. 5. Agile Development ..
  6. 6. EMEAR Headquarters Slovakia EU
  7. 7. North American Headquarters Sacramento CA
  8. 8. innovative .. is
  9. 9. Cisco Finesse » Available on all Cisco Contact Centers platforms > Express, Enterprise, Packaged UCCE, and Hosted » Integrates traditional contact center functions into a thin-client desktop, a 100% browser-based desktop implemented through a web 2.0 interface » No client-side installations required » Comes with open web 2.0 APIs that enable development and integration of value-add applications, such as 2Ring COMPACT AGENT (for Cisco Jabber) » A next-generation agent and supervisor desktop
  10. 10. 2Ring GADGETS For Cisco Finesse .. Essential Power Pack 2.0 Presented by Michal.Grebac@2Ring.com
  11. 11. 1 Unified Interface for Supervisors & Agents
  12. 12. BROWSER Gadget
  13. 13. ORCHESTRATOR (Workflows)
  14. 14. ORCHESTRATOR (Workflows)
  15. 15. 7 direct answers to ? ?Why should you decide for 2Ring GADGETS for Cisco Finesse?
  16. 16. 1 For Cisco Unified Contact Center Express 10+ and also for UCC Enterprise 9+ (incl. Packaged)
  17. 17. 2 Configuration-based integration of Cisco Finesse with multiple CRM, Service Desk, and other types of systems INTEGRATION WITHOUT CODING (and AUTOMATION)
  18. 18. 3 Boosting Collaboration within Contact Centers
  19. 19. 4 (Possibly) replacing attendant console software Connecting the rest of the organization to agents via AD / LDAP search
  20. 20. 5 Tod Famous .. Director of Product Management at Cisco Extending Cisco Platform, No Overlaps 2Ring is doing a tremendous job extending the Cisco Contact Center platform. The 2Ring GADGETS for Cisco Finesse are a great way to enhance automation and improve collaboration among contact center agents as well as to enable collaboration with subject matter experts via the use of Cisco Jabber. If you are already using Cisco Contact Center Enterprise (or Express), you should definitely see what 2Ring has to offer.
  21. 21. 6 CUSTOMIZABLE Open & well- documented configuration files full of examples Helps to Deliver those “Assumed Features”
  22. 22. Closing Finesse / CAD Feature Parity Gap .. » Message Ticker / Marquee » Task / Custom Buttons » Time in State w/ Thresholds » Audible Alert » Call Variable Modification » Data Lookups » Post Call Surveys Support » Single-Step / Blind Transfer » More Workflow Actions » JavaScript Workflows / Macros » AutoLogout » Synchronize Contacts » Search Contacts while a Call is on Hold » Personal Address Books » Speed Dials » Connect Agents with Back Office (incl. presence status from CUPS) 7 » Agent to Agent and Supervisor to Agent Chat » Supervisor Friendly Real- Time Stats »Was there more??
  23. 23. TICKER | TASK BUTTONS
  24. 24. STATE THRESHOLDS | AUDIBLE ALERTS
  25. 25. CALL VARIABLES
  26. 26. ADDRESS BOOKS
  27. 27. SPEED DIALS
  28. 28. AGENT PROFILES & APPS | INTEGRATED CHAT
  29. 29. AGENT STATE HISTORY
  30. 30. AGENT CALL HISTORY
  31. 31. SALESFORCE INTEGRATION
  32. 32. Navigate a Browser 1/4 actions.browser.navigateToExternalTab('http://www.bing.com?q=' + callVar1); JS Workflows
  33. 33. Add DB Data 2/4 actions.dbLookup.getData("getCallerID_Query", { number: CallingNumber }) .done( actions.browser.addTab( 'browserGadget', 'crm', 'CRM', "www.yourCrm.com?customerID=" + response + , 'orange', true, true ); ) JS Workflows
  34. 34. No Data Returned 3/4 actions.dbLookup.getData("getCallerID_Query", { number: fromAddress }) .done( actions.browser.addTab( 'browserGadget', 'crm', 'CRM', "www.yourCrm.com?customerID=" + response + , 'orange', true, true ); ) .fail( actions.notification.showMessage("Could not find customer.") ); JS Workflows
  35. 35. Lets Make Noise 4/4 actions.dbLookup.getData("getCallerID_Query", { number: fromAddress }) .done( actions.browser.addTab( 'browserGadget', 'crm', 'CRM', "www.yourCrm.com?customerID=" + response + , 'orange', true, true ); ) .fail( actions.notification.showMessage("Could not find customer.") actions.audioPlayer.play('ding.mp3'); ); JS Workflows
  36. 36. CONFIG EXPORT/IMPORT
  37. 37. Licensing
  38. 38. 2Ring DASHBOARDS & WALLBOARDS Deliver Personalized Information to Every Screen
  39. 39. FLEXIBLE LAYOUTS
  40. 40. REASON CODES
  41. 41. ALWAYS ON TOP STATS
  42. 42. AGENT CALL LOG HISTORICAL & EXTERNAL DATA AUDIBLE & VISUAL ALERTS
  43. 43. 2Ring COMPACT AGENT Built to Fit In
  44. 44. 2Ring COMPACT AGENT » Agent state & Call control » Automation (screen pop-ups) via a workflow mechanism » Data visualization (complex call variables) > Including hyperlinks to caller’s contact card in a 3rd party CRM system, IM, email, wrap-up forms, .. » Connect experts / back office to @CiscoCC » Touch screen friendly & no browser limitations > IE9+, Safari, Chrome, Firefox » Localized to Dutch, French, German, Russian, ..
  45. 45. 2Ring.com Links to Remember 2Ring.com/GADGETS .. 2Ring.com/COMPACT .. 2Ring.com/DW .. 2Ring.com/SystemRequirements .. 2Ring.com/Support .. 2Ring.com/SalesTerms .. 2Ring.com/WebEx .. Product site for 2Ring GADGETS for Cisco Finesse Product site for 2Ring COMPACT AGENT Product site for 2Ring DASHBOARDS&WALLBOARDS The latest System Requirements for 2Ring solutions The current Support Terms The current Sales Terms To schedule a live demo of 2Ring solutions
  46. 46. 2Ring .. 2Ring .. 2Ring .. 2Ring .. Connect with Us Questions Americas & APAC Europe OFFICE MOBILE EMAIL Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282-9514 +1 (916) 514-3355 mgrebac@2Ring.com Tom McCain Director of North American Sales +1 (916) 426-3790 +1 (480) 255-7500 tmccain@2Ring.com ADDRESS PHONE EMAIL WWW 8880 Cal Center Drive, Suite 400 Sacramento, CA, 95826, USA + 1 (916) 426-3790 Info-na@2Ring.com www.2Ring.com ADDRESS PHONE EMAIL WWW Galvaniho 15/C 821 04, Bratislava, Slovak Republic +421 (2) 5822-4550 info@2Ring.com www.2Ring.com

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