Cisco Finesse Training Online Training

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UPDATED: June 1, 2022

Intermediate

This Cisco Finesse training covers how to customize your contact center's user experience with Cisco Finesse, a call center agent desktop interface that enhances productivity and accessibility. After finishing this Cisco training, you'll know how to customize your contact center's user experience with Cisco Finesse.

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What you'll learn

Configuring the Finesse IP Phone Agent so users can log in with their phones
Configuring Sign Out Reason codes for the Cisco Finesse Desktop
Configuring Reason, Sign Out, and Wrap-Up codes
Configuring workflows within Cisco Finesse Administration

FAQs

What is Cisco Finesse and what are its key characteristics?

Cisco Finesse is a web-based contact center management suite. With interfaces for agents and supervisors alike, Finesse is best known for the customization that's possible of the interfaces used to handle customer interactions across various channels like voice calls, emails, and chats. Cisco Finesse is favored for its potential integration with Cisco UCCE, UCCX, and PCCE. Finesse supports multi-channel communication, CRM integration, and real-time reporting for monitoring contact center performance.

Is Cisco Finesse still supported?

Yes, Cisco Finesse is definitely still supported. Cisco has provided many different versions of Cisco Finesse, and most previous versions have now been retired. At the time of this writing, Cisco Finesse 12.5 is the current version being actively supported by Cisco. This retirement and update cycle ensures users and organizations have access to ongoing maintenance, updates, and technical assistance, maintaining the reliability and functionality of the platform.

Who should take this Cisco Finesse training and why?

Obviously the best candidate for this Cisco Finesse training is anyone who works with Cisco Finesse – whether you're a user who handles customer interaction, or you're a network or server administrator who ensures the smooth operation of the call management software from the backend. With this Cisco Finesse training, you'll understand the interface and maximize your efficiency with the software. And administrators will learn how to optimize Finesse and weave it into existing architecture.

What are some key benefits to using Cisco Finesse?

Contact centers who implement Cisco Finesse see several benefits, most related to efficiency and standardization. Finesse streamlines customer interactions across multiple channels while interacting with existing CRMs. This ensures that contact center operators have a full and complete picture of their customers. The customizable layouts and features help optimize workflows and enhance service quality. The real-time reporting and analytics features Finesse offers also empower supervisors in monitoring performance and improving customer and user satisfaction.

What are the drawbacks or disadvantages to using Cisco Finesse?

The potential drawbacks a company should be prepared for when implementing Cisco Finesse lie in integration and training. Although Cisco has provided many integration opportunities with existing networks and CRMs, different protocols and configurations can still be complicated and confusing. And training users as well as administrators, while possible with a course like this, still requires time and effort. Finesse's many customization options also require familiarity with how to implement them.

Who is this for?

This Cisco Finesse training is considered administrator-level Cisco training, which means it was designed for network administrators. This networking skills course is designed for network administrators with three to five years of experience with Cisco Finesse best practices.

What our learners say

The more I put into learning, the more skills I’m going to have — and the better I’m going to be technically.
Knox Hutchinson | CBT Nuggets trainer since 2018
When learning a new technology, people sometimes build a wall that complicates the learning process because of the unknown. I like tearing down that wall — and having people fall in love with that technology.
Lalo Nunez | CBT Nuggets trainer since 2020
This is the gold standard of video training. You always hear in grade school or college that the best teachers are the ones who are passionate in their field. The CBT Nuggets team are extremely passionate and get you motivated for the material.
Michael J. | IS&T Major Incident Manager

Study plan

Download the free Cisco Finesse study plan to complete this course in about 4 hours.

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