Expertflow has provided software to enhance Cisco’s UCCX and PCCE/ UCCE contact center products for over a decade and has …
Expertflow re-certified for ISO9001 Quality Management Systems and ISO27001 Information Security Management Systems.
Expertflow has been ISO9001 certified for several years and continuously improves its processes. The ISO27001 certification relates to IT security. …
Telenor Pakistan uses Expertflow’s Chat Solution for their customer service
Telenor Pakistan uses Expertflow’s Hybrid Chat solution that leverages the power of a Chatbot to provide automated service to their …
Is ChatGPT suitable for Customer Service?
ChatGPT from OpenAI created a lot of buzz about its capacity to handle multi-turn open dialogues. It has been financed …
Why Expertflow chooses WebRTC for customer care
WebRTC enables customers to contact companies securely with encrypted voice-or video calls and screen-sharing sessions via a simple web browser …
Missouri Poison Center uses Hybridchat by Expertflow
The Missouri Poison Center uses Expertflow Hybrid Chat to support citizens via SMS and webchat. It also uses Expertflow’s voice …
Air Products South Africa uses Expertflow’s Recording Solution for Cisco
For compliance reasons, Air Products required a simple, no-frills voice recording solution for Cisco CUCM. The Expertflow Voice and Video …
CUCM Connector via JTAPI First Dev Release
Expertflow has released CTI telephony controls for Cisco Unified Communications Manager (CUCM) version, dedicated to business telephony users. Until now, …
BaseBS Vietnam: Salesforce Connector for Cisco Contact center at global consumer electronics company
ExpertFlow deploys a Salesforce Connector for the help desk of a leading global consumer electronics company in Vietnam. The deployment …
The MAUTICAST – Universal Chat (Feat. Andreas Stuber)
Thanks to Mauticast for having us on the show regarding chat and voice capabilities in digital marketing campaigns using our …
Keyword- Speech Recognition – Natural Language Understanding – Conversational IVR
We currently see a large demand for automated handling of voice conversations. Companies wish to evolve their traditional IVR solutions …
IVR Mailbox Solution
With EF IVR Mailbox Solution available for Cisco UCCX/ UCCE or PCCE, a caller can leave a message while on …
Expertflow, Security, GDRP, HIPAA, PCI-DSS and PII
As all Expertflow customer interaction (CI) products (such as Hybridchat) contain PII (Personally Identifiable Information), such as multiple customer identities …
Hybridchat and Genesys
Hybrid Chat (HC)Â for Genesys PureEngage allows the agent to see contextual answer suggestions from the chatbot next to the chat …
Expertflow opens Regional Office in India & welcomes Bennish Jose to the team!
We are excited that Bennish Jose decided to join Expertflow as Regional Director for South Asia, covering India, Bangladesh, Sri …
Conversational IVR using Cisco CVP and CVA with Google Dialogflow
Cisco and Google have collaborated together in Customer care since 2018 and have strengthed this on April 21st, 2020 with …
Why Expertflow Hybridchat is the best live chat tool
Looking for an alternative to Intercom, Tawk, Livechat, Purechat or Liveperson? Then you’ve reached the right place. Here are some …
Customer Geolocation in Customer Care
Certain call or chat scenarios require to know more information from the customer during a call or chat, such as …
Mobile Agent for Cisco Finesse on UCCE, PCCE and UCCX for Voice and Chat
The content of this page has been moved to expertflow.com/mobile-agent. This mobile app for iPhone and Android allows business owners …
Expertflow Hybrid Email
This blog describes a future Email client that is planned for 2021. Expertflow Hybrid Email is an automated email response …
Cisco Answer Service vs HybridChat
This blog describes the differences between Cisco Answer Service and Expertflow Hybrid Chat. Cisco’s Answer Service is providing links to …
Show Customer Website activity to an agent in a Cisco Contactcenter
In this blog, I’ll illustrate how Expertflow integrates Website Analytics and Cisco Contact Center (UCCX, UCCE or PCCE), both for …
Hybridchat comparison with Cisco Socialminer, ECE Chat, Livechat, Tawk and other chat tools
Cisco’s native free on-board contact center chat tools – Socialminer (SM) chat for UCCX and ECE chat for PCCE/ UCCE …
Expected durations for asynchronous routing using AI predictions
The mediarouting engine of a contact center is typically designed to distribute full-time tasks to dedicated human agents. This is …
Business Intelligence and Analytical Reporting
Analytical reports provided by Expertflow allow for drill-down using Pivot tables, relying on a data warehouse in the form of …
Media Routing for Cisco UCCX
A unified media-blending queue for UCCX that allows you to route non-voice media to CCX agents. This provides the same …
Queuing with a Chatbot
This blog shows how traditional queuing solutions with physical devices can be replaced by mobile apps and chatbots in particular. …
Retail Queue / Branch Office
A single virtual non-anonymous queue across all branches and the Contact Center, enabling Customer Service Representatives (CSR’s) to serve clients …
Triage and paging of experts
The basic call parking solution allows agents to park a customer call on an IVR port, and then to retrieve …
Visual IVR with Expertflow Hybridchat
A visual IVR allows callers to enrich their voice call with a chat experience, for example while they are being …
Expertflow Contact Center Glossary and Abbreviations
At Expertflow, we have been breathing, eating and drinking Call centers for twelve years, and most of our employees have …
Expertflow moves towards Container as a service for ISVs
Expertflow’s approach for an on-demand cloud solution is using a concept known as “Container as a Service for Independent Software …
Data protection (GDPR) and fraud prevention (PCI-DSS)
The European GDPR regulation of 2015 and older PCI-DSS requirement 2004 impose two functionalities to software storing customer data: It …
Artificial intelligence in customer care
Artificial Intelligence in customer care This blog describes how Expertflow views Artificial intelligence in customer care and which role Expertflow …
Erlang C and the contact center
With new technologies such as Chatbots, Co-browsing and screen sharing, companies at times embark on new interaction channels without taking …
HC with CIM
We are merging our award-winning Hybridchat together with Customer Interactions. The Finesse gadget to the left shows the chats, which …
Combine Voice and Chat Campaigns, and conduct Surveys
We are merging our top-selling products into the unified framework of CIM (Customer Interaction Management). This blog describes how CIM, …
Mapping Channels with CIM
CIM stores any media interaction. This blog illustrates how we will be implementing mapping customer Identities (FB ID, Skype ID, …
Hybridchat and Cisco ECE or Socialminer Chat
This blog describes how the award-winning Expertflow Hybridchat (HC) solution can be used if users want to continue using the …
Expertflow will participate at Cisco Live in Berlin and CCW 2017
Expertflow will participate at Cisco Live in Berlin on Monday 20th in the afternoon, and on Feb 21 at the …
Campaign Manager for Cisco Contact Center
Manage automated outbound campaigns with the capability to implement flexible call scheduling strategies. Running on top of Cisco Outbound Solution, …
Expertflow wins Cisco & Google Cloud Challenge grand prize
We are thrilled to have been awarded the Cisco & Google Cloud Challenge grand prize for our HybridChat solution, together with Bucher & Suter! …