Agent Experience
Contact Center agents and supervisors require only a web browser to be able to serve your clients across all channels including chat or voice- and video web phones, without any locally installable software.
Agent Workspace
An agent desktop is an intuitive tool that enables agents to communicate with customers. It allows the agent to undertake basic actions such as making and transferring a call, putting the customer on hold and also to terminate the call.
Nowadays the agent desktop is a much more sophisticated workflow manager that provides agents with a lot more tools to make handling a customer contact easier. You can spot some of these tools in the screenshot
Agent Assistance
Agent assistance provides the Agent with information found in the Customer profile, Conversation scripts, and real-time information extracted from the conversation using AI. Depending on the AI software you would like to use a variety of capabilities are at your fingertips
- Transcription
- Translation
- Voice biometrics
- Sentiment analysis
- Automatic response suggestions to questions from a client, based on articles from your knowledge base
first contact resolution with advanced routing
Route voice/video calls or digital requests (email, SMS, web chat and social media chats) and assign work with enhanced media-blending skill based routing. Associate multiple channels with one customer to the same agent conversation. Route multiple digital sessions to the same agent, depending on the degree of AI support.
Supervisor Tools
Supervisors are the Brain of your day to day callcenter operation and thus need all available information necessary to manage their teams. An Expertflow CX Supervisor has default access to all agent features and some additional features, geared towards enabling the supervisors to ensure that their teams deliver exceptional service, all embedded in the AgentDesk.
Expertflow’s supervisor tools are available with the standalone solution (EFCX) as well as in integration with Genesys, Cisco and as Cisco Finesse gadgets.