CX
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CX Knowledgebase
Expertflow CX is a unified cloud contact center platform that integrates voice, digital, and social channels. It features a low-code Conversation Studio for designing multi-step, multi-channel interactions, including self-service bots. The modular architecture supports routing, quality and workforce management, and AI across all channels. It offers flexible deployment (cloud, on-premise, or hybrid) and provides flexible AI Orchestration with third-party AI engines and contact center solutions such as Cisco UCCE/X and CRM systems.
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Expertflow CX
Expertflow CX is a complete contact center solution for voice, chat and video.
CX Add-ons
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Voice Recording
Expertflow Voice Recording Solution is a replacement of Cisco Mediasense to record and store calls as each individual call leg which can be downloaded, archived, or deleted.
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CRM Connectors
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Cisco ServiceNow Connector
Connects Cisco (UCCE) or (UCCX) for CTI call controls and transfer of data.
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Cisco contact center Add-ons
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Call Parking Finesse Gadget
The Call Parking Finesse Gadget enables agents to park and retrieve calls on IVR seamlessly, handle multiple calls with swapping, and share information within the call center context, enhancing collaboration.
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Call Transfer Finesse Gadget
The Call Transfer Finesse Gadget empowers agents, supervisors, attendants, and operators to search for and interact with call center users, viewing their presence status and facilitating call forwarding.
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Call Wrap-up Finesse Gadget
The Call Wrap-up Finesse Gadget streamlines call management, allowing agents to assign real-time wrap-up codes based on call category/skill, with automatic suggestions and rapid search, all linked to the Customer Interaction Module.
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Legacy Docs
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Supervisor Tools
One stop administration interface for Supervisors to manage CCX agents, teams, contact service queues (CSQs) and CCX scripts.
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Campaigns
Expertflow Campaign Manager (ECM) allows businesses to run automated outbound campaigns with multiple channels, including voice and SMS
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Post Collaboration Surveys
Allow managers to analyse customer satisfaction by running multiple surveys of different types through following their interactions with the call center including voice calls and web chats.
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Hybrid Chat
Hybrid Chat is a business-to-customer Live chat solution to unify customer chats across multiple chat channels via chatbots as primary participant or as an agent assistant.
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Dashboards and Wallboards
Expertflow Dashboards and Wallboards application allows the contact center administrators, supervisors and agents to customize new dashboards. Also allows admins to create and customize Wallboards to view on large screen.
