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 through Video Terminals in Branches. This page illustrates a proof of concept retail queuing solution that we built in 2016, using Cisco UCCX, PCCE, UCCE contact centers to queue customers in a retail branch, and […]
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 the call again. Some scenarios require paging and invocation of experts, which might take time to call back. These experts should call back to the contact center, and be connected to the caller, either directly, […]
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 queued to an agent. Chatting and choosing options from a visual menu is faster than listening through lenghty menus, so the customer experience will improve. Any information gathered on chat will then be available to […]
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 been with us for over five years. Besides having in-depth expertise, this also has resulted in a large number of abbreviations and insider terminology. This Glossary aims to make expressions we often use more accessible: […]
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 Vendors”. All new Expertflow software is now being deployed in Docker Containers on Linux or Windows Machines. The advantage as compared to Virtual Machines on VMWare is that individual instances don’t each require an operating […]
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 must be possible to identify rapidly all data and records pertaining to a particular customer Only users in a defined circumstance (while interacting, or while doing supervision) may access records with customer data Many existing […]
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 products are currently or will looking forward provide in that context. The primary use of Artificial Intelligence in customer care is to recognize what is being said or written predict what the next appropriate action […]
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 into account the existing contact center. This blog describes the disadvantages of not integrating. The Erlang C formula tells us that having a small group of agents (one group for chat, one group for voice) […]
HC with CIM
We are merging our award-winning Hybridchat together with Customer Interactions. The Finesse gadget to the left shows the chats, which the agent is working on. The gadget in the center shows this customer’s interaction history across all channels. The gadget to the right shows the customer profile, including identities through which the customer can be […]
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, Campaign Manager, Post Collaboration Satisfaction Surveys and Hybridchat relate to each other and why it makes sense to have them part of a single framework. These products are now available under a single unified license. […]