Sol 00013 cisco finesse telisca gadget replacement

Customer challenge

Organisations running Cisco Finesse with the legacy Telisca gadget face maintenance burden and limited customisation for modern workflow needs. Telisca is no longer actively developed, and customers need a modern replacement that provides agent state management, call routing, CRM integration, and real-time metrics while remaining within the Cisco Finesse environment. Migrating away from Finesse entirely (e.g., to Webex Contact Center) is not an option for customers with large Cisco investments.

ExpertFlow's approach

ExpertFlow delivers a productized suite of Cisco Finesse gadgets that replaces Telisca's core capabilities with modern, configurable, cloud-native alternatives. The suite includes agent state management buttons, flexible call transfer routing, DTMF-based number masking (EIR), wrap-up reason coding, CRM integration (NIR/SIREN lookup and portal opening), clipboard utilities for rapid data entry, real-time team metrics (pause time, QoS), and a central Administration Gadget for zero-code configuration changes. All components render dynamically from configuration, allowing administrators to adapt the gadget to their workflow without code modifications. The entire solution operates as an overlay within Cisco Finesse, preserving the customer's UCCE 12.6 investment while modernising the agent experience.

Why ExpertFlow wins here

ExpertFlow implements the Cisco CCE co-existence model: agents stay in Finesse, Cisco voice infrastructure remains in place, and ExpertFlow adds the missing modern capabilities (dynamic configuration, CRM-native linking, real-time metrics, API-driven state exposure). Unlike generic Finesse customisation, this pattern bundles proven features into a replicable offering for customers migrating from legacy gadgets. The configuration-driven architecture means each customer can specialise the gadget to their workflow (France-specific NIR/SIREN support, region-specific transfer queues, custom pause metrics) without forking the codebase. A single Administration Gadget centralises all configuration, making ongoing management lightweight and delegatable to customer administrators rather than requiring consulting intervention.