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Software for
Contact Centers

Cloud Contact Center With ServiceNow

Cloud Contact Center with ServiceNow

Expertflow Contact Center Service as an add-on to ServiceNow. Manage high volumes of calls, email, chat, social media, and video in one place. Empower agents with CTI and AI Assist, run campaigns, deploy multilingual bots, and optimize performance with WFM and QA tools.

Documentation
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Enable agents to manage calls and chats directly inside ServiceNow, without switching screens.

 

What makes us different

Expertflow Contact Center Service as an add-on to Odoo, Odoo call center

Agent Assistance

Recommended actions and responses
Links to knowledge base articles
Live transcription and translation
Automated wrap-up codes

Expertflow Contact Center Service as an add-on to Odoo, Odoo call center

Embedded WebRTC webphone

Agents don’t need to install any softphone or have a hard phone. Any agent that has access to your CRM has a web (* for Cisco, requires Mobile agent for CCE or E&C for CCX)

Expertflow Contact Center Service as an add-on to Odoo, Odoo call center

Digital channels

Track conversations across all channels
Voice, video, WhatsApp, and SMS
Facebook Messenger, Viber, and Telegram

Expertflow Contact Center Service as an add-on to Odoo, Odoo call center

Expert Transfer
to MS Teams

Route calls to the right expert instantly
Transfer within Odoo or to MS Teams
Use a simple, built-in console

Start Conversation | Account Popup & Agent States

See the full customer history as soon as a conversation starts inside ServiceNow CRM. Agents can update and manage their availability across calls and digital channels without switching between different tools.

AI Agent Assistance

Agents get AI-powered guidance during calls and chats — including suggested replies, instant access to knowledge base articles, and live transcription or translation. This helps them resolve customer issues faster and more accurately.

Call Controls

Agents can manage live calls directly within ServiceNow using the embedded toolbar — accept, hold, resume, end, transfer to colleagues or subject matter experts, and even set up conferences, all without switching screens.

Multi-Channels & Chat switching

An agent can handle multiple conversations across various channels (voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram) with a unified interaction history, including recordings and transcriptions. The CRM updates automatically to match the active conversation for efficient workflow management.

Expert Transfer & Embedded WebPhone

An agent can consult and transfer calls to non-call center subject matter experts (SMEs) on Microsoft Teams when assistance is needed, ensuring smooth handovers and effective collaboration.

Conversation Activity & Wrap-up states

Agents log wrap-up notes, call summaries, and key business insights directly in Odoo CRM. All activity records and call metadata are stored for reporting, analytics, and performance tracking.