Mapping Channels with CIM
CIM stores any media interaction. This blog illustrates how we will be implementing mapping customer Identities (FB ID, Skype ID, email, mobile number,…) to agent channels (voice, video, screenshare,…) in CIM. In the CIM server deployment profile, channels and identifiers can be mapped. There are customer identities, customer channels, and agent channels. customer identity to […]
Hybridchat and Cisco ECE or Socialminer Chat
This blog describes how the award-winning Expertflow Hybridchat (HC) solution can be used if users want to continue using the Cisco ECE or Socialminer Chat. For simplicity’s sake, we’ll only mention ECE here, but by and large the same applies for Socialminer Chat in a UCCX environment. A difference of HC, ECE and Socialminer Chat […]
Expertflow will participate at Cisco Live in Berlin and CCW 2017
Expertflow will participate at Cisco Live in Berlin on Monday 20th in the afternoon, and on Feb 21 at the CCW17 (Call Center World). Cisco Live – The industry’s most in-depth education and training on the technologies that are helping create a new world of digital business. CCW – Conference & Trade Show for Customer […]
Campaign Manager for Cisco Contact Center
Manage automated outbound campaigns with the capability to implement flexible call scheduling strategies. Running on top of Cisco Outbound Solution, ECM leverages on its dialing capabilities to automatically retrieves campaign contacts from CRM, over a RESTful API. Users can switch on/off any campaign on the go or schedule it for any day of the week. […]
Expertflow wins Cisco & Google Cloud Challenge grand prize
We are thrilled to have been awarded the Cisco & Google Cloud Challenge grand prize for our HybridChat solution, together with Bucher & Suter! Here is what Cisco Collaboration had to say about it. Here is a more detailed blog by Nik Zanetti – Bucher + Suter and Hybrid Chat for Cisco Journey Solutions by Massimiliano Caranzano – Cisco. Helvetia Insurances is the first company to engage in this […]