Interactive voice response (IVR) and self-service

• Provides an integrated, ready-to-use IVR solution including an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses through dual-tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to the agent. 

Cisco Finesse® desktop

• Next-generation agent and supervisor desktop for Cisco Customer Collaboration solutions embedded with Cisco Contact Center Express

• Provides easy access to the applications and information through a customization web-based interface

Home Agents

• Provides flexibility for agents to use their public-switched-telephone-network (PSTN) phone devices to accept, transfer, conference, and disconnect calls

• Use the Cisco Unified Communications Manager infrastructure with extend and connect functions along with a Jabber® client in extend mode to set their own remote device