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 recording and interaction history tool to have a view of all interactions of a user. All apps are embedded within Cisco Finesse and provide media blending with Cisco UCCX. Reporting is consolidated in Cisco CUIC. […]
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 Recording solution can work with BiB (Built-in-Bridge) or Gateway-based recording mode in a Cisco environment (Call Manager, UCCX or UCCE/ PCCE). It doesn’t record screens. What else can we do? If deployed with a Contact […]
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, these were only available for Contact center users (UCCX, CCE). Pre-built integrations exist for Salesforce, Microsoft Dynamics, Service Now, Oracle, and SAP. The developer API is targeted towards companies with a different CRM or ticketing […]
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 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 […]
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 Universal Chat.
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 that still use DTMF touch-tone to capture customer input. Instead they would like customers to be able to speak with the IVR. This blog explains the various technologies that can be used in this context: […]
Social Media Page Management – Filter Harassment
IVR Mailbox Solution
With EF IVR Mailbox Solution available for Cisco UCCX/ UCCE or PCCE, a caller can leave a message while on the IVR menu to register any complaint or book any order. The customer can opt for the voicemail option and disconnect the call after recording the message. EF IVR mailbox provides a web interface through […]
Expertflow, Security, GDPR, 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 (emails, chat identities, phone numbers,..), customer information (Adresses, products purchased), as well as potentially sensitive information exchanged (activities such as chat messages, recorded voice messages, web navigation history). National and international standards and regulations auch […]
Hybridchat and Genesys
Hybrid Chat (HC) for Genesys PureEngage allows the agent to see contextual answer suggestions from the chatbot next to the chat window within his Workspace throughout a conversation. HC auto-sends the chatbot’s top-ranking answer after a timeout, if the confidence score is sufficiently high. New in the Agent Workspace are the answer suggestions in the right […]