Analytical Reporting

Analytical reports provided by Expertflow allow for drill-down using Pivot tables, relying on a data warehouse in the form of an OLAP cube, and using historical information from multiple data sources, i.e. internal or external to the contact center.

Your data analysts can slice and dice data from a cube using Excel Pivot tables, or one of the OLAP clients of your choice, namely SpagoBI, Pivot4j, EazyBI, Tableau, Microsoft PowerBI.

General Info

Platforms

CISCO UNIFIED CONTACT CENTER EXPRESS (UCCX), ENTERPRISE (UCCE OR PCCE)

Subtitle 2

CISCO UNIFIED CONTACT CENTER EXPRESS (UCCX), ENTERPRISE (UCCE OR PCCE)

Additional Links

Documentation
API Developer Guide
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Customer Self-Service

Customer Self-Service

Provide 24x7 self-service access to your customers and lower costs by directing interactions to chatbots and conversational IVR / voicebots.

We offer all types of classic and AI based automation:

  • Voice commands or touch-tone DTMF
  • Automated voice or chat bot using NLU (Natural Language Understanding) with AI engines of your choice (Google Dialogflow, IBM Watson, rasa, tc.)
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Improve agent performance

Getting customer experience right starts with your contact center agents. The following tools assist your agents during a customer conversation:

  • Media controls (Call, Video, Call, Screenshare) - Initiate and receive customer conversations across any channel, and elevate conversations from one channel to multiple channels
  • Provide agents with real-time AI-powered insights during every call or chat session
  • Customer interaction history - Access and track customer profile and  interaction history across all channels.
  • CRM integration - All Expertflow CX features can be accessed within your CRM, no need to switch screens or applications. 
  • Schedule future appointments
  • Tag and classify conversations for follow-up and reporting
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