For years, customers of Cisco Contact Center Enterprise (CCE) and Customer Voice Portal (CVP) looking to integrate AI capabilities had limited options, primarily Google Dialogflow. Conversational IVRs were powered through Cisco’s Customer Virtual Assistant (CVA), which added ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) from Google Dialogflow. Similarly, agent assistance relied on Google Contact Center AI (CCAI), which provided real-time suggestions, call transcripts, and knowledge articles to Cisco Finesse agents.

While Google Dialogflow is a robust cloud-based solution, it comes with restrictions: it mandates a cloud deployment and locks businesses into a single AI provider. This limited flexibility has been a challenge for organizations seeking on-premise solutions, alternative AI models, or industry-specific conversational AI capabilities.

Introducing ExpertFlow Media Server: AI Freedom for Cisco Contact Centers

ExpertFlow’s Media Server removes these constraints, allowing businesses to integrate any AI engine—whether cloud-based or on-premise—for ASR, TTS, Natural Language Understanding (NLU), Large Language Models (LLMs), and conversation engines. This means organizations can leverage open-source AI models or proprietary engines that better align with their industry requirements, compliance policies, or data privacy needs.

Unleashing the Full Potential of AI

With ExpertFlow’s solution, contact centers can:
✅ Choose their AI Stack – Integrate AI models like Nvidia NeMo, OpenAI’s Whisper, or other Hugging Face models for speech recognition and text-to-speech.
✅ Run On-Premise or in the Cloud – Avoid cloud dependencies by deploying AI engines within their own infrastructure for better data control.
✅ Customize and Fine-Tune AI Models – Develop domain-specific conversation models instead of relying on pre-built Dialogflow intents.

Seamless Integration with Cisco CVP & CUBE

ExpertFlow Media Server integrates natively with Cisco’s architecture:
🔹 Conversational IVR: Direct gRPC connection to Cisco CVP CVA, enabling real-time ASR and TTS with any AI engine.
🔹 Agent Assistance: Call Forking via Cisco CUBE sends a duplicate audio stream to the Media Server, which processes it and delivers insights, summaries, or transcripts to agents in real-time.

A New Era of AI-Powered Customer Experiences

With ExpertFlow, businesses no longer have to settle for a one-size-fits-all AI solution. By unlocking the flexibility to integrate best-in-class AI engines, contact centers can deliver superior self-service experiences, empower agents with real-time insights, and maintain complete control over their AI strategy.

Want to break free from AI limitations? Talk to us today and explore the future of AI-powered contact centers with ExpertFlow.