Cisco Finesse Plugin

What do you like best?

I like that I am able to use the physical phone and am not restricted to only using Finesse's softphone. I like that I am able to not only view the statuses of my agents but also adjust their statuses. I like that I am able to put my agent in not-ready in preparation of calling them unplanned. I also like that I can adjust their status to "ready" when they are unexplainably in "Not Ready" mode.

What do you dislike?

I'm not too fond of that as a supervisor I am unable to see the time our longest call has been waiting. This was available to me as an agent but does not show once upgraded to supervisor status. The live-monitoring feature could be easier to use as I feel like I always miss the beginning of the call. I also don't like that you must be logged in and near the physical phone even though in order to use finesse, you must be logged into the web portal.

Recommendations to others considering the product:

I recommend you first consider if you'd prefer a newer digital-cloud-based solution or a hardware solution provided by a much larger and older corporation. Consider cost per seat, upkeep, hardware, accessibility. Do your agents have access to connect via ethernet, or do they have a strong internet connection and the ability to connect using their WiFi phones? What are your reporting needs? What are your control needs? What kind of flexibility do you need when applying updates and/or making changes to your roster? to your phone tree? to your telephony prompts? to your agent's priority? to their call queues? etc.

What problems are you solving with the product? What benefits have you realized?

It helps us solve answering contact center calls and routing of calls. The benefits include having visibility and control over each agent and their readiness. I like the new features that allow supervisors to send out messages to their team(s).