Cisco Finesse gadgets are add-on tools that help in increasing the efficiency of the agent. They have specific functions that accelerate the current functioning in the right direction. Cisco Finesse gadget simplifies and automates tasks for agents so that their major focus can be the creation of better customer experience. Know more: https://www.novelvox.com/cisco-finesse-gadgets/

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Cisco Finesse
Gadgets

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What are Cisco Finesse Gadgets?
Cisco Finesse gadgets are add-on tools that help in increasing the efficiency of
the agent. They have specific functions that accelerate the current functioning
in the right direction. Cisco Finesse widget simplifies and automates tasks for
agents so that their major focus can be the creation of better customer
experience.
Gadgets can be added or removed at any time. Further, these can be
customized according to the business requirements. From customer
information screen-pops to inter-team chats, Finesse Gadgets have everything
to boost Cisco contact center performance.

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Types of Cisco Finesse Gadgets
• Agent Performance Dashboard Gadget
• Ticketing Gadget
• Customer Management Gadget
• Knowledge Base Gadget
• Agent to Agent/Supervisor Chat & Broadcast Gadget
• Agent Personal Phonebook Gadget
• Agent Scripting Gadget
• Call Disposition Gadget

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Key Features of NovelVox Cisco Finesse Gadgets
Add more functionality to Agent Desktop
Improve inter-team collaboration
Increase agent’s efficiency
Add or remove gadgets anytime
Seamless integration with 3rd party applications

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Agent Performance Dashboard Gadget
This call center dashboard is a self-driver that measures efforts in
real-time and motivate agents to do better.
• Compatible with Cisco, Avaya, Genesys contact center
• Keeps the agents informed about their KPIs, analyze call handle
time, call volume, etc.
• Allows supervisor to track agents’ activity on a single screen.

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Ticketing Gadget
This Cisco Finesse Widget is a centralized system that manages
ticketing activities with SLA engine, Multi-level assignment,
advanced reporting and more. So, agents can access to the
required information at their fingertips and create a satisfying
customer experience
• Compatible with Cisco gamification, Avaya and Genesys
contact center
• Allows agents to create a new ticket, view existing, assign,
categorize, close ticket and more.
• Ticket details are stored in the system along with status

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Customer Management Gadget
This mini-CRM gadget enables agents to manage customer
journey effectively providing a quick and quality service to the
customer.
• Pulls and stores customer information even before an agent
answers a call
• Relevant customer-related information can be viewed on a
single screen
• Agents can address customers with their first name

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Knowledge Base Gadget
Knowledge Base Cisco Finesse gadget is a universe of
information required by agents to guide themselves and the
customer with correct and appropriate business process
• Instant guidance on the processes and products offered by
the business vertical
• Empowers agents to offer correct information/document with
the customer on-call
• Lowers Average Handle Time (AHT) and improve First Call
Resolution (FCR)

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Agent to Agent/Supervisor Chat & Broadcast Gadget
This chat gadget allows inter-agent or agent-supervisor chats.
Information or messages can even be broadcasted for all agents.
• Quick and clear transfer of information among agents and
supervisors
• Receive assistance and information in real-time
• Lowers Average Handle Time (AHT) and improve First Call
Resolution (FCR)

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Agent Personal Phonebook Gadget
Inter-team communication has an essential role in creating an
excellent agent and customer experience.
• Contains internal contact details of other agents, department
heads and more
• Agent can transfer the call to the concerned person for
guidance
• Allows to modify the contact list, change phonebook sharing
rights, export contact etc.

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Agent Scripting Gadget
Agent scripting tool enables agents to handle large call volumes
efficiently.
• Creates a series of dynamic guided scripts to inform the what
next best action.
• Saves training time, thereby enabling a 15 days old agent to
handle calls like a pro
• Agents deliver a high level of engagement while adhering to
the legal compliance

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Call Disposition Gadget
Call disposition or wrap-up is an essential task that the agent
needs to complete efficiently.
• Saves an agent’s time lost in manually entering the call
information on call disconnect/completion
• Processes the information and performs the required tasks
• Automated process reduces manual errors and agent can take
the next call

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Biggest Library of Cisco Finesse Ready Integrations

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About NovelVox
NovelVox is among the leading contact center solution provider in the world, having 5
global offices located in the United Kingdom, United States, United Arab Emirates,
Kingdom of Saudi Arabia, and India.
With more than a decade of hard work in providing best-in-class industry-specific
solutions, we have made customers in 16+ countries with 150+ global deployments across
many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare,
Government, Education, and Retail.
NovelVox Cisco Finesse gadgets support agents and supervisors to create a positive
customer experience. These improve inter-team communication and keep agents updated
with business process and product knowledge to delight customers and resolve queries at
the earliest.