Expertflow a été nommé par le partenaire Cisco Contact Center pour la région ME, ainsi que pour l'ensemble EMEAR pour l'année 2014.
Multi-channel outbound campaign manager, directly from a CRM.
Callers can request a callback either from a webpage or while waiting in a calling queue.
Quality Assurance and Customer (satisfaction) scores after a call/ interaction.
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs.
Follow a customer's journey across platforms (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM.
Intelligent call scripts or forms to be popped up during in/outbound calls on the agent desktop.
Add tags/ labels/ wrap-up reasons to interactions.
Agent skill and CSQ changes.
Record and change IVR announcements/ prompts.
Calendars and logical Switches change the behavior of the call center script when activated.
Automate any chat or written communication and handoff to agents.
Queue visitors at your branches, enable video interaction with contact center agents.
Route non-voice media of your choice to agents in UCCX.
A series of off- the-shelf CUIC reports, complementing Cisco’s native.
OLAP cubes to drill-down, slice and dice your contact center data.
Out of the box, prebuilt gadgets, enabling administrators to design their own wallboards and dashboards to see the required statistics only.
Supervisors whisper to agents during customer call.
Agent can select wrapup codes.
Shows Customer Info from CIM to agent.
Shows the last five interactions per customer or per agent.
Scripted conversation guides for agents in- and outbound calls.
Agents can chat amongst each other.
Attendant console to see presence status of UC Users or CC agent.
Send an SMS to the caller to share quick links or other useful, confidential info via SMS, for instance, share mailing addresses, website links.
Park a call if a high priority/emergency call arrives. Add description/comments.