b+s Fusion for Finesse

User friendly gadgets for Cisco Finesse

b+s Fusion for Finesse increases agent productivity by transforming Cisco Finesse’s agent cockpit into a unified multi-channel collaboration environment. The Bucher + Suter Fusion for Finesse gadget integrates a range of intuitive gadgets into the Finesse GUI, each of which maximizes Finesse’s capabilities and ensures effective and fast customer service.

 
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Greatly enhances Finesse’s functionality

Gadgets that provide additional functionality to agents and supervisors using Finesse.

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Intuitive and easy-to-install gadgets

Out-of-the-box solution providing rapid and reliable deployment that lowers implementation costs.

Finesse Gadgets at a Glance

Provide agents with a detailed call history list so agents can follow up calls and callbacks. Sortable lists and click-to-dial buttons ensure agents work faster and easier.

Allows agents to search corporate phone books for internal contacts, and then call, transfer, or conference without leaving the Finesse GUI.

Give agents reliable, real-time information about other agents’ state. Instantaneous data about allocated resources enables dynamic workflow management.

Gives agents the ability to use data from CRM systems (such as Microsoft Dynamics or Salesforce) from within the Cisco Finesse GUI, all available at agents’ fingertips. Learn more.

Agents can create a note associated with a call or caller. This note will then be transferred to other agents along with the call transfer.

Gives businesses the ability to integrate 3rd party websites into the Cisco Finesse interface to access things like phone directories, help guides, and ticket tools.

Allows the agent to manage personal speed dial lists. Search and dial with just three clicks makes this time-saving feature invaluable to agents.

Manage customer emails within Finesse so nobody’s left hanging. Optimize agent workflow by handling interactions through a universal queue.

Finesse Gadgets at a Glance

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Fusion CallHistory

Provide agents with a detailed call history list so agents can follow up calls and callbacks. Sortable lists and click-to-dial buttons ensure agents work faster and easier.

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Fusion PhoneBook

Allows agents to search corporate phone books for internal contacts, and then call, transfer, or conference without leaving the Finesse GUI.

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Fusion RealTime

Give agents reliable, real-time information about other agents’ state. Instantaneous data about allocated resources enables dynamic workflow management.

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Fusion CRM

Gives agents the ability to use data from CRM systems (such as Microsoft Dynamics or Salesforce) from within the Cisco Finesse GUI, all available at agents’ fingertips. Learn more.

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Fusion CallForwardNote

Agents can create a note associated with a call or caller. This note will then be transferred to other agents along with the call transfer.

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Fusion RemotePage

Gives businesses the ability to integrate 3rd party websites into the Cisco Finesse interface to access things like phone directories, help guides, and ticket tools.

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Fusion SpeedDial

Allows the agent to manage personal speed dial lists. Search and dial with just three clicks makes this time-saving feature invaluable to agents.

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Fusion Multichannel

Manage customer emails within Finesse so nobody’s left hanging. Optimize agent workflow by handling interactions through a universal queue.

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What’s Under the Hood

b+s Fusion for Finesse irons out the complexity associated with contact center technology to provide a set of time-saving tools that streamline agents' workflow, thereby allowing them to focus on the tasks that really matter for business growth: customer service. 

 
 
 

Resources

Demo Video

Demo - Fusion for Finesse

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