Expertflow Knowledgebase

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 CRM CIC and 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.