Cisco Finesse Integration

• Purpose of this guide: This guide offers general information about Finesse gadget integration.

• Audience: Eleveo engineers, partners, or other professionals interested in learning high-level information about Eleveo and Cisco Finesse.

• Previous steps: No previous steps are required.

• When: This page is needed when learning about the Finesse integration in general.

Supported for ON-PREMISE DEPLOYMENTS+HYBRID DEPLOYMENTS

Integration Details

Cisco Finesse integrates traditional contact center functions into a thin-client desktop. It implements a browser-based desktop through a web 2.0 interface; no client-side installations are required.

Supported Integration Use Cases

Eleveo supports integrations for the following purposes:

• Recording – Stopping and starting recording through Cisco Finesse Gadget

• Screen Capture – Is supported by Eleveo for Cisco

• Conversation Explorer – Search, view, and playback recorded media

• Quality Management – Perform quality reviews from within Eleveo Quality Management

• Live Monitor – Is supported by Eleveo for Cisco