Expertflow CX - Features built for a better conversation
Customer Self-Service
Automate routine or repetitive queries with customer self-service for chat, voice, email, websites and knowledge bases. Empower customers to resolve their issues 24x7, reducing agent workloads and operational costs. Use self-service before, during, after a live interaction with an agent, or as a standalone service. Connect your channels to open source or major commercial AI engines, chatbots, voice bots, LLM’s (Large Language Model). Deploy them on existing chat, voice, contact center or Website infrastructures or standalone, use as cloud SaaS or on premises.
You can integrate with AI engines on your own or have Expertlow’s professional service team and partners deploy turn-key solutions.
Customer Channels
Your clients can interact with you via traditional voice over their phone, voice and video sessions from your website or mobile app, email, or any chat channel such as webchat, SMS, Whatsapp, Telegram, Viber, Twitter or Facebook Direct Messages.
Expertflow will store and maintain a single profile for each one of your customers along with his identities (email, cookies, mobile number,...).
Conversation Studio
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.
Create unified interaction journeys for customers across channels and associated identities (social media ID’s mobile number, email, cookies...).
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
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.
Flexible Agent workspace
Your contact center agents only require a web browser to serve your clients, no installable software required. The workspace can run as a standalone web application or be embedded into third party web applications such as CRM’s. The workspace comes along with
- A voice-and video webphone, where your WebRTC-capable web browser acts as a phone
- View on customer profiles along with their interaction history of past interactions across all channels
- Handlers for digital channels such as chat, Email, social media or website activities
- Forms to edit customer details or details for the ongoing conversation such as wrap-up code
AI Assistance
The workspace can also provide real-time assistance from AI engines, such as:
- Answer suggestions (either static or LLM based)
- Translations
- voice or face biometry score for customer authentication
- Knowledge base links
Insights
Your supervisors and agents can gather insights from past interactions, such as
- Historical and real-time reports and statistics
- Data analysis and clustering
- Transcriptions, summaries and automated wrap-up codes of conversations
- Sentiment analysis
- Customer segmentation and clustering
- Customer satisfaction survey score and their evolution over time
Use these insights to re-design or automate your future interactions and identify hidden customer potential.
Cloud or On Premise
All Expertflow software can either be consumed as a cloud service in a SaaS model, or be installed on your private cloud using technologies such as Docker, Kubernetes, Helm charts and system monitoring tools. You can also choose a hybrid deployment model, keeping time-critical sensitive on-site while profiting from the lower cost of non-sensitive shared cloud resources.
What our customers are saying
"We are pleased with the expertise and professionalism of the Expertflow team. Its products have improved our customer services enabling agents with tools to respond more efficiently. The self-service IVR & chat provides automated responses based on customer’s profile and knowledgebase thus reducing average handle time."
"Air Products South Africa (Pty) Ltd decided to deploy Expertflow's voice recording solution. It was very cost-effective and the deployment was smooth and quick. The system has delivered to our expectations and has been running for over a year now without a single incident. We highly recommend this solution."
"We are very pleased, and happy to work with your company on this SFDC connector project, the system runs well and is stable. We appreciate your support and services, that we got from your company. We hope to work with you on further projects in the future."
"The Missouri Poison Center is 24/7 contact center. We implemented ExpertFlow Hybrid Chat in 2019. The company culture, from the CEO to the helpdesk, strive for customer’s success. Everyone was proactive and eager to assists us in ideas, solutions, and customization. We presented the company with many workflow needs during the design, implementation, and support phases; the ExpertFlow team delivered enhancements in a consistent manner. We are pleased with the company culture and continue investing in their products and services."
As a Partner, we find Expertflow very professional and helpful during the sales process. We have successfully delivered Expertflow products to customers who are satisfied with the value added to their Cisco Contact Center with multichannel capabilities.
