|ExpertFlow deploys a Salesforce Connector for the help desk of a leading global consumer electronics company in Vietnam. The deployment was done together with Base Business Solutions. BaseBS is a Call Center implementer and consulting company with more than 12 years of experience in Vietnam. As an Advanced Technology Partner, they offer a range of Contact Center technologies.|
Expertflow provides the Voice bridge connecting the Cisco Unified Contact Center Enterprise (UCCE) with Salesforce for CTI call and agent state controls and data transfer.
Ho Chi Minh City, Vietnam
How does it work?
The Salesforce Connector eliminates the need for agents to switch between applications. Information captured on the IVR (Cisco CVP) is transferred to the CTI connector and passed to the customer profile in Salesforce CRM. The agent interface is rendered in Vietnamese Characters. Click here to see a video and further information about the connector.
What else can we do?
The client is currently only using the voice connector, but might be evolving into the following directions at a later stage:
- ExpertFlow Hybrid Chat embeds chat features within Salesforce and provides the same popup as in a voice case. It can connect you to Whatsapp, Facebook Messenger, Viber, SMS, and other chat channels. Hybrid Chat can also automate parts of the chats by using ChatBots with NLU (Natural Language Understanding) such as SFDC Einstein Bots, IBM Watson, Google Dialogflow, Microsoft Bot Framework, or rasa.ai. Our approach will enable you to use a unified presence state and queuing across all media. You can also leverage your Artificial Intelligence (AI) capabilities to analyze voice with speech or biometric recognition engines.
- Agent Assistance, has AI engines listen to the conversation and display relevant information such as knowledge base articles to the agent while they are talking to the client.
- Expertflow provides the same type of connectors to other CRM Solutions, such as Microsoft Dynamics, ServiceNow, Oracle Siebel, Oracle CX. It’s available for Cisco CCX, CCE, CUCM and very soon on additional call center platforms.
Expertflow also has a physical presence in Asia, which facilitated a close collaboration during the implementation.
“We learn from our clients’ business operations to provide exceptional customer experiences while meeting key business metrics. We are very pleased and happy to work with ExpertFlow on this SFDC connector project. The system runs well and is stable. We appreciated your support and the services we got from your company. We hope to work with you on further projects.”
Nguyễn Thanh Xuân – Customer Success Associate Manager at Base Business Solutions