Product Documentation

Customer Interaction Manager

Track customer journeys across channels on-premise.

Hybrid Chat

Expertflow Hybrid Chat unifies customer chats, bots, contact center, and CRM.

Dynamics CRM Omnichannel Integration

Voice bridge that connects Cisco UCCE/UCCX with Microsoft Dynamics CRM for CTI call controls and transfer of data.

Campaigns

A multi-channel campaign manager with the ability to customize call strategies and execution control.

Surveys

Quality Assurance and Customer (satisfaction) scores after a call / interaction.

Siebel CTI Connector

Integration between Cisco Contact Center and Oracle Siebel CRM.

Dashboards and Wallboards

Out of the box, prebuilt gadgets, enabling administrators to design their own wall- and dashboard.

Supervisor Tools

One-stop administration interface to reskill UCCX agents, manage teams, contact service queues (CSQs) and CCX scripts.

SAP / Hybris C4C CTI Connector

The embedded CTI Connector toolbar provides call controls within the SAP CRM Interaction Center (ICI) or SAP Hybris C4C.

Voice Recording Solution

A simple, single & multi-location integrated voice recording solution.

Service Cloud CX Integration

Integration between Cisco Contact Center and Oracle Service Cloud (aka Oracle CX, formerly known as RightNow).

Generic Connector

A middleware, providing asynchronous connectivity between Cisco Finesse and agents using CRM solutions.

ExpertFlow Javascript CTI Toolbar

Includes standalone toolbar, a mini mobile app for Android/ iOS, and MS CRM distribution.

Call Parking Finesse Gadget

Agents can park/retrieve calls on IVR, handle multiple calls at the same time and easily switch between them.

Call Transfer Finesse Gadget

Allows agents to transfer a call to an available agent of a specific skill group.

Call Wrap-up Finesse Gadget

An agent can search, select and apply wrap-ups/disposition codes to inbound and outbound calls

Internal Chat Finesse Gadget

Agents can chat amongst each other.

Supervisor Whisper Finesse Gadget

Allows supervisors to covertly listen and instruct agents.