Mobile Agent & Webphone
Your contact center agents only require a web browser to securely login to a Cisco contact center and serve your clients, no installable software required. The workspace can run as a standalone web application or be embedded into third party web applications such as CRM’s. The workspace comes along with
- A voice-and video webphone, where your WebRTC-capable web browser acts as a phone
- View on customer profiles along with their interaction history of past interactions across all channels
- Handlers for digital channels such as chat, Email, social media or website activities
- Forms to edit customer details or details for the ongoing conversation such as wrap-up codes
Agent Controls
- View and edit unified conversation history
- Agent and media state control: ready/not ready, media state
- Agent preferences
- Assigning labels such as VIP, repetitive, malicious to callers in order to provide caller-specific routing.
Use wrap-up codes manually entered by agents or automatically extracted using AI engines to tag calls in terms of success or failure, duration and more.
The choice of voice
A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. Being limited to just chatting can however prove to be annoying when talking about complex issues. Our solution lets users switch seamlessly from their chat conversations to voice conversations with the same agent.
Dashboards & Wallboards
ExpertFlow Dashboards & Wallboards application allows the contact center administrators, supervisors and agents to customize new dashboards as per the needs of the business. Each user can create its own dashboard or admins create a contact center Wallboard to be displayed on a large screen in a room.
The application comes with predefined gadgets (display types and data stats) to be added on a dashboard container. The user can then customize the gadget to see the attributes important to the business while hiding the rest.