Cisco Agent Desktop

The Cisco Agent Desktop for the Cisco Unified Contact Center Enterprise is a robust computer telephony integration solution for single-site and multi-site IP-based contact centers that is easy to deploy, configure, and manage. It provides agents and supervisors with powerful tools to increase productivity, improve customer satisfaction, and reduce costs. Intuitive, GUI-based management decreases IT dependency and supports simplified customization, maintenance, and change management. Cisco Agent Desktop's seamless integration to Cisco Unified Contact Center enables companies to easily deploy CTI functionality at new locations as customer contact operations expand.

Key features and benefits include:

• Robust CTI screen pop, soft phone with media termination and agent/supervisor coaching capabilities-improves agent productivity, which translates to faster, more efficient customer service and improved customer satisfaction
• Ease of deployment-installs faster and easier than traditional CTI technologies
• GUI-based management for ease of customization, maintenance and change management-decreases IT dependency
• Supervisory features allow you to view real-time statistics, monitor and coach agents, barge-in, intercept and record active agent calls when necessary - enabling effective management of agent resources

Cisco Agent Desktop provides call control capabilities - such as call answer, hold, conference, and transfer, and ACD state control - ready/not ready, wrap up, etc. Customer information is presented to the agent through an Enterprise Data window and an optional Screen Pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize its functionality to meet their individual needs.