ExpertFlow allows agents to set up a mini mobile call center using ExpertFlow Mobile Agent App. This allows agents to take customer calls and answer their queries anytime, anywhere by conveniently using their personal mobile device.
The application leverages Cisco Mobile Agent and Cisco Extend&Connect (E&C) features to connect remote agents with the call center. Agents may use any GSM or landline numbers of their choice and start taking calls from their phone.
Whether on hook or off hook, agents are notified of incoming call notifications on the mobile device whereas, the EF Mobile Agent is used to perform other operations, such as change Finesse states, consult/transfer the call, apply wrap-ups or dial calls manually. Customer information and other call attached data can also be pushed in the call variables and can be seen from the mobile app.