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 his geo-location, IP address, ISP name, browser etc. Expertflow CIM gathers geo-location in the following sequence: CIM generates a random unique temporary session ID for a customer that is interacting with the contact center (a […]
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 to communicate in real-time with their customers. Universal Chat client: Receive live chat over any chat channel (website, Facebook Messenger, Viber, Whatsapp,…) using Expertflow’s Hybridchat solution. Agents/ customer service representatives (CSR’s) can work alongside any […]
Expertflow Hybrid Email
This blog describes a future Email client that is planned for 2021. Expertflow Hybrid Email is an automated email response system that analyzes content and intents in an email or document. It can then, Respond automatically to certain emails Suggest pre-configured answers with customer and context-specific content for a follow-up email to an agent that […]
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 relevant answers or articles to contact center agents during a call or chat sessions with a customer, in the form of a Finesse Answers Gadget. It does this by using Google’s Dialogflow AI technology 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 real-time interactions, as well as for analytics and reports as per February 2019. A real-time use case is to show a call center agent in real-time what an individual user (=customer in a call center […]
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 – provide a solid customer chat framework. For certain scenarios, additional features are required, which is why Expertflow developed the award winning Hybrid Chat. The following differentiates Hybridchat from all alternatives, be it SM, ECE, […]
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 required for synchronous full-time media such as voice, video and screenshare. For chat on the other hand, an agent can mange multiple sessions part-time asynchronously at the same time, especially if he’s assisted by a bot. […]
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 an OLAP cube, and using historical information from multiple data sources, i.e. internal or external to the contact center. Your data analysts can slice and dice data from a cube using Excel Pivot tables as […]
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 functionality as the Cisco Socialminer Unified Queue API (UQ API) does in UCCE/ PCCE. Why an Alternative to Socialminer? Cisco’s free Socialminer for UCCX provides pull-based media distribution, or limits you to the pre-built Email […]
Queuing with a Chatbot
This blog shows how traditional queuing solutions with physical devices can be replaced by mobile apps and chatbots in particular. In a recent blog, we showed how contact center technology and our retail queue solution can be used to queue visitors to a branch office, and provide queuing not only to agents but also to […]