Multi-channel customer-service (Voice/ Video/ WebRTC, Chat, WWW)
on Cisco UCCX/ CCE or opensource Freeswitch Contact Centers.

Track and record a 360° customer journey across all channels
Serve a customer simultaneously over several media in parallel, such as Visual IVR (chat+ IVR), phone + screenshare, phone + chat, chat + WWW activities
Artificial intelligence in Customer Care
Embed the AI solution of your choice (speech recognition, chat- or voicebots) to either support agents with suggested answers or to auto-answer. Expertflow connects any chat channel (Whatsapp with unlimited session msgs, FB Messenger, SMS, Viber,..) and chatbots.

Agent UI: CRM connectors, Finesse Gadgets and Mobile App
Agents can consume features standalone, within Cisco Finesse Gadgets, within a CRM as telephony/ media controls (click-to-dial, screen-popup) including popups
Mobile Agents can login to Cisco CCX/ CCE , Hybridchat and Customer Journey via mobile app for Android or iPhone.

Forms
Capture customer-related tickets from customers, agents, and supervisors before, during or after conversations.
Customer Forms: Customer pre-, or post-collaboration surveys, callback requests, delivered via
- Chat (bot)
- IVR
- Web with digital marketing forms
Agent
Supervisor

Run either historical reports (for ex in Cisco CUIC, or with a dashboard (such as the below) over form fields, such as customer satisfaction of one customer or a customer segment over time.
Dashboards/ Wallboards
Customize your own dashboards to display real-time information on LCD displays or embeddeable web gadgets in a browser or Finesse.

Multichannel Campaigns
Schedule and execute multichannel campaigns across all media – voice, chat, email, online. Integrates with the Cisco OB Dialer for Voice, and any chat channel/ bot for chat.
For online email/ inbound digital marketing, we integrate with Mautic (opensource)/ Acquia (commercial), or the marketing clouds of Siebel, Oracle, IBM or Adobe.




