Customer Experience by Expertflow

Improve customer satisfaction through all channels and gain insights. Empower your agents with CRM integrations and AI suggestions. Enhance your existing platform or operate standalone, on-prem or SaaS.

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Loved by businesses around the worlds.

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Expertflow CX - built for a better conversation

Interactions & History

Customer interactions and history through any channel - voice, video, chat (Whatsapp, SMS, Facebook Messenger, Web, etc.), Social Media, Websites and Mobile Apps

Agent Empowerment

Support your agents during conversations with chatbots and AI, that anticipate your customers' needs and extract relevant information. Agents can put greater focus on delivering a more personalized and human experience.

Product features

Customer Channels

(Voice/ video/ chat/ social media/ websites & mobile apps)

Interact with your customers through any channel

Voice Call

PSTN/ website/ mobile app (WebRTC)

Chat

via the website, mobile app or any instant messaging channel such as SMS, Whatsapp, Facebook Messenger, Viber, and Twitter DM.

Social Media

Connect with your customers over popular social media channels such as Facebook.

Video Calls and Screen sharing

from a website/ mobile app

Customer Self-Service

Provide 24x7 self-service access to your customers at a lower cost by directing interactions to chatbots and conversational IVR/voicebots.

Choose which degrees of automation you would like to use:

DTMF, or speech recognition for voice allows customers to interact using touch-tone or voice commands. 
Visual Conversation Flows or NLU (Natural Language Understanding) for both voice and chat

Agent Assistance

Getting customer experience right starts with your contact center agents. The following tools assist your agents during a customer conversation

Media controls (Call, Video, Call, Screenshare)

Initiate and receive customer conversations across any channel, and elevate conversations from one channel to multiple channels

Real-time AI-powered insights

Provide agents with real-time AI-powered insights during every call or chat session

Customer interaction history

Access and track customer profile and interaction history across all channels.

Appointments

Schedule future appointments

Follow-up and reporting

Tag and classify conversations for follow-up and reporting

Call Handling and Administration

Get the right conversation to the proper agent with advanced routing scenarios and escalations.

Routing

Connect customers from any channel to the best-skilled agents based on their profile.

Engage customers through multi-channel conversations, provide role-based visibility on past interactions, and enable agents to involve colleagues or supervisors in ongoing conversations.

Reporting & Supervision

Monitor agent interactions and performance in real-time, and support or barge in where required.

Detailed analytics and reports help you to measure success and refine your approach.

Recording and Quality Assurance

Built-in recording and QA system allows supervisors to review and score conversations and agents.

Conversation Studio

Design any sequence in- and outbound customer interactions with the conversation studio, and plug in AI engines, IVR solutions and forms where required. Create multi-channel conversations such as

visual IVR by adding chat to an IVR session,
post collaboration survey via SMS after a voice call
Escalate a chat or email session to a voice call to a customer’s mobile phone or video call via WebRTC
Create outbound campaigns with multiple attempts at the right time and across multiple channels and view progress in consolidated reporting.

Create unified interaction journeys for customers across channels and associated identities (social media ID’s mobile number, email, cookies...).

You can freely integrate with existing

contact centers such as Cisco CCX, CCE, Genesys along with their relevant routing and reporting engines
voice platforms such as Freeswitch, Cisco Callmanager, Microsoft Teams

The strength of the Expertflow Studio is that it allows you to leverage all your existing customer service assets and fill gaps where they might exist. We don’t force you to use any AI or primary vendor, and act instead as plumbers providing seamless connectivity.

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Campaigns

Schedule for appointments and create campaigns

Run sales and marketing campaigns across multiple channels, using workflows that you can define.

Cloud or On Premise

All Expertflow software can either be consumed as a cloud service in a SaaS model, or be installed on your private cloud using technologies such as Docker, Kubernetes, Helm charts and system monitoring tools. You can also choose a hybrid deployment model, keeping time-critical sensitive on-site while profiting from the lower cost of non-sensitive shared cloud resources.

Discover our Integrations

View all Integrations

Testimonials

We are pleased with the expertise and professionalism of the Expertflow team. Its products have improved our customer services enabling agents with tools to respond more efficiently. The self-service IVR & chat provides automated responses based on customer’s profile and knowledgebase thus reducing average handle time.

DIMENSION DATA

Air Products South Africa (Pty) Ltd decided to deploy Expertflow's voice recording solution. It was very cost-effective and the deployment was smooth and quick. The system has delivered to our expectations and has been running for over a year now without a single incident. We highly recommend this solution.

Air Products

We are very pleased, and happy to work with your company on this SFDC connector project, the system runs well and is stable. We appreciate your support and services, that we got from your company. We hope to work with you on further projects in the future.

BASEBS

The Missouri Poison Center is 24/7 contact center. We implemented ExpertFlow Hybrid Chat in 2019. The company culture, from the CEO to the helpdesk, strive for customer’s success. Everyone was proactive and eager to assists us in ideas, solutions, and customization. We presented the company with many workflow needs during the design, implementation, and support phases; the ExpertFlow team delivered enhancements in a consistent manner. We are pleased with the company culture and continue investing in their products and services.

Missouri Poison Center

As a Partner, we find Expertflow very professional and helpful during the sales process. We have successfully delivered Expertflow products to customers who are satisfied with the value added to their Cisco Contact Center with multichannel capabilities

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