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This is a slide deck used at Cisco Live! in London in 2013. It covers a migration of a Cisco UCCE customer to ersin 8.5.3 and the process of migrating from a CTI-OS based agent desktop to Cisco Finesse.
The customer was ZUNO Bank, a member of the Raiffeisen International Banking Group, supporting 14 million clients across 17 countries via a traditional brick and mortar service model. The group decided to approach the European market in a different way. It launched ZUNO BANK, a new modern bank offering its services to urban professionals in multiple European countries via an online, 24x7 service model.
This was originally achieved by leveraging a distributed Cisco contact center (UCCE) along with 2Ring AGENT DESKTOP (CTI-OS Toolkit) that provided a very tight integration with the bank's core banking systems and supported all necessary communication channels - voice, chat and e-mail. To increase the operational efficiency, and with the vision of providing its services on a few additional markets, the bank decided to upgrade its Cisco UCCE and switch to a web-based Cisco Finesse agent desktop application along with an essential power pack of 2Ring GADGETS for Cisco Finesse (www.2Ring.com/GADGETS) providing a unified agent/supervisor interface.
Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/FINESSE.