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Provide multi-channel customer service

Expertflow enables you to plan and track customer journeys and provide service across any channel.

Integrate to the CRM, digital marketing cloud, chatbot, voice solutions and chat/ social media channels of your choice.

AI augmented agents 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 Hybridchat connects any chat channel (Whatsapp with unlimited session msgs, FB Messenger, SMS, Viber,..) with live agents, chatbots and optionally your callcenter (Cisco CCX, CCE or Freeswitch)

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-friendly interfaces : CRM connectors, Finesse Gadgets and Mobile App

Agents can consume features within a CRM , as Cisco Finesse Gadgets or as mobile app.

Mobile Agents can login to Cisco CCX/ CCE , Hybridchat and Customer Journey via mobile app for Android or iPhone.

Multichannel Campaigns

Schedule and execute multichannel campaigns across all media – voice, chat, email, online. Integrates with the Cisco OB Dialer for Voice, and SMS.

For digital marketing, email campaigns, any chat channel, we provide plugins to Mautic (opensource) . API’s are available to alternatively integrate also with marketing solutions of Acquia, Oracle, IBM or Adobe.

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.

Dashboards/ Wallboards

Customize your own dashboards to display real-time information on LCD displays or embeddeable web gadgets in a browser or Finesse.

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. 

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