Customer Channels

Conversation Studio

The strength of the Expertflow Studio is that it allows you to leverage all your existing customer service assets and fill gaps where they might exist. We don’t force you to use any AI or primary vendor, and act instead as plumbers providing seamless connectivity.

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Flow Builder

Design any sequence in- and outbound customer interactions with the Conversation Studio, and plug in third party components such as bots, IVR solutions and forms where required.

Create multi-channel conversations such as

visual IVR by adding chat to an IVR session,
post collaboration survey via SMS after a voice call
Escalate a chat or email session to a voice call to a customer’s mobile phone or video call via WebRTC
Create outbound campaigns with multiple attempts at the right time and across multiple channels and view progress in consolidated reporting.

Invoke various routing and queuing engines.

Create unified interaction journeys for customers across channels and associated identities (social media ID’s mobile number, email, cookies...).

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You can freely integrate with existing

contact centers such as Cisco CCX, CCE, Genesys along with their relevant routing and reporting engines
voice platforms such as Freeswitch, Cisco Callmanager, Microsoft Teams

A glance at the technical architecture of our conversation designer

Expertflow Conversation Control is based on a few central elements:

The EF SIP proxy allows EFCX to take over control of incoming calls at the earliest possible time.
The EF Media server provides a bidirectional audio channel to clients and can serve as a voice input during an IVR or a gateway to integrate third party AI-based voice bots such as voice transcription.
The conversation meta data bus shares real-time data between the parties (customer, bots, agents, supervisors) that are part of a conversation. This can be individual activities (a spoken sentence, chat message, geolocation, translation, voice biometrics, answer suggestions,...), key-value pair Conversation Data (customer profile, call tags) and forms.
Various Ai engines that can be integrated become part of the conversation control and can be programmed to act at any point in time during the conversation. For example, to implement transcription, the media server would create a unidirectional SIPREC connection to an ai bot which then receives the voice stream. The output of the AI engine (text) would go to the conversation metadata bus and from there it can be displayed on the agent desk and written into the transcript. AI engines can be from standard 3rd party providers or also Open Source components.
Various static and also real-time information relating to the conversation is made available on the agent desktop. Which information is visible can be controlled at any point in time during the conversation, provided that the agent has the access rights for a particular data.
3rd Party components, such as Cisco CUBE

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