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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.

Offload agents in standard or peak traffic situations

Continuous semi-automated support by the chatbot in a customer-agent-bot conference results in a higher throughput per agent as compared to a traditional chat handoff from a bot to an agent.

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.

WebRTC Voice/ Video/ Screenshare

Open your company website to customers for voice/ video/ screenshare using WebRTC. Capture customer information from the website with tag management and transfer media, as well as customer metadata to the contact center.

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.