Voice and Video

Voice remains the most important channel for customer service — especially for complex, urgent, or emotionally sensitive issues. Expertflow CX gives your contact center everything it needs to handle voice and video interactions at scale, whether customers reach you by phone or through your website and mobile app.

What Expertflow CX Offers

With Voice and Video, your contact center can:

• Handle inbound calls — Route customer calls to the right agents based on skills, availability, and business rules

• Make outbound calls — Let agents call customers directly or run automated outbound campaigns

• Provide self-service — Use traditional IVR or conversational AI to help customers without agent involvement

• Support video interactions — Enable face-to-face conversations for scenarios where visual communication matters

• Meet customers where they are — Accept calls from phones, websites, or mobile apps through a unified platform

Agents handle all voice and video interactions through Agent Desk, with full access to customer history, call controls, and collaboration tools.

Two Ways Customers Can Reach You

Expertflow CX supports voice and video through two channels:

Voice Calls

Customers call your contact center from a landline or mobile phone. These calls arrive through your SIP trunk and can be routed through an IVR before reaching an agent.

Best for: traditional contact center operations, support hotlines, sales lines, outbound campaigns.

→ Learn more in Voice Calls

Web & App Calls

Customers start a voice or video call directly from a widget on your website or inside your mobile app. No phone required — they click a button and connect.

Best for: digital-first support, video consultations, in-app help, screen sharing scenarios.

→ Learn more in Web & App Calls

For Agents and Supervisors

Agents can:

• Accept inbound calls and make outbound calls

• Use call controls (hold, mute, transfer, conference)

• Handle calls from both channels in a single interface

Supervisors can:

• Monitor agent availability and performance

• View queue statistics in real time

• Listen in on calls or join to assist (coming soon)

Getting Started