This session will include an overview of Cisco Finesse including architecture, business value, and feature set for both the Contact Center Express and Enterprise product lines. After this, we will go deeper including how utilize the Finesse API for custom development and other topics important to the developer. In addition, we will go through what it takes to successfully deploy Cisco Finesse. This presentation was made in the DevNet Zone at Cisco Live, San Francisco, 2014.

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2. Business Overview

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Revolutionizing the Contact Center Agent Experience
• Browser-based agent desktop for easy
management & upgrades
• Designed to empower agents via user-
centered design product
• Flexible and Expandable – Finesse is a
web gadget container
– All applications that agents need (Cisco or
3rd party) contained within Finesse
– Administrators define agent and supervisor
layouts
• Developer Friendly Web API
• Cisco Developer Marketplace to
showcase gadgets built by Cisco
Development Partners
Cisco Finesse

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Cisco Finesse API Business Value
Before Cisco Finesse…. Cisco Finesse Business Value…
CCX & CCE API’s are completely different Easily portable applications that work on both
platforms
If you build an application for CCX, you also need
build a supervisor application or go without supervisor
functions.
Cisco Finesse Supervisor works with 3rd Party
applications based on the Finesse API
Web application integration is very difficult and
requires cumbersome middleware components
The Finesse API works in thick and thin
applications.
Custom Applications are all-or-nothing. Build an
entire application from scratch or use the out-of-the-
box desktop
Mix-and-match gadgets from various suppliers.
Cisco Finesse facilitates an incremental value
approach.
Requires highly specialized CTI expertise and legacy
coding techniques
Easy-to-use Web API to support more common web
development skills

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Cisco Finesse Integration Options
Put your application into Cisco Finesse by
building a Cisco Finesse Gadget….
…Or embed the Finesse API in your own
application.

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Cisco Finesse Tech Center
Developer Resources for Partners

7. Creating Value Together

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Creating Value Together
• Ensure your Cisco Marketplace Site has a lot of content (data sheets, videos,
feature set, value, etc)
• Send me content that I can forward to Cisco CC Sales Teams
• Position your product as an extension to Finesse / not a replacement
• Use Cisco as a sounding board

9. © 2014 Cisco and/or its affiliates. All rights reserved.BRKCCT-1031 Cisco Public