Voice and Video

Offers the following voice and video interaction features. Using CX Voice, a business can:

ExpertFlow CX Voice Features:
1. Inbound Call Handling
  - Receive and manage incoming customer phone calls
2. IVR Capabilities
  - Traditional menu-based IVR
  - Conversational AI-powered IVR
3. Intelligent Call Routing
  - Route calls to the most appropriate customer service agent based on skills, availability, and other criteria
4. Outbound Call Functionality
  - Agents can initiate manual outbound calls
  - Administrators can schedule:
    - Agent-based calling campaigns
    - IVR-based outbound campaigns

Expertflow CX enables voice and video capabilities using the following three voice elements:

SIP Proxy	controls Voice or WebRTC calls
CX Media Server	class-5 switch that provides IVR, recording and other services
Agent phones	WebRTC phones

The SIP proxy ensures switching between SIP B2BUAs (Expertflow IVR, agent phones, third-party call center, third-party IVR).

A call is always first controlled by the SIP proxy, which initiates a session and a conversation flow (if none exists yet).

The following documents provide detailed technical solutions for components of CX Voice and Video:

CX Dialer