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Jabra Integrates With Cisco Finesse Platform

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Jabra is integrating its professional audio portfolio with the Cisco Finesse platform. It now offers customisable control box functions through the new Jabra Contact Center Agent App for systems running on the Cisco Finesse servers.

The new Jabra Contact Center Agent App Jabra Finesse application, which is installed directly onto the agent’s PC, helps contact centre agents with two main functions.

Firstly, it allows contact centre agents to change state to Ready/Not Ready by pressing a dedicated button on the control unit of the headset. This helps the agents focus their time and ensure they are not disturbed by inbound calls during times when they are busy with desk work.

Secondly, agents can start recording a call at the touch of a button on the headset, which means any sensitive calls start being recorded immediately. This ensures any relevant calls can be documented for analysis or training purposes.

Moreover, the Jabra CC Agent App ensures that the agent can sign off from work with one click of the button on the Jabra headset. With these unique features the Jabra Contact Center Agent App improves the Cisco Finesse call centre agents work efficiency, by enabling frequently used call features to be easily controlled directly from the Jabra headset control box.

Holger Reisinger, SVP, Jabra Business Solutions, comments: “Once again, Jabra is bringing a leading market solution in the form of integration with Cisco’s Finesse platform. Jabra fully appreciates the fast moving nature of the contact centre of today, as agents are constantly seeking solutions that offer their customers a better call experience. Using Jabra’s professional audio devices means agents can get the most out of their Cisco Finesse system. Jabra and Cisco will continue to work closely together in order to continue exceeding customer expectations.”