Orchestrated Customer Journeys
Expertflow CX orchestrates end-to-end customer journeys across voice, digital, and social channels so customers can start, continue, and complete any interaction without repeating themselves. Every touchpoint – whether inbound or outbound, self-service or agent-assisted – is connected into a single, intelligent flow.
Further reading:
Agent Assistance
Agent Assistance gives agents real-time guidance, instant knowledge lookup, automated interaction summaries, and language support (translation/transcription), along with standard tools like supervisor assist and canned responses to improve efficiency and consistency.
Further reading: Agent Assistance
Outbound Flows & Campaigns
Expertflow CX Outbound helps contact centers design and run targeted, compliant outbound campaigns across voice and digital channels to drive sales, collections, and proactive service. Business users can orchestrate who to contact, when, and on which channel using visual flows, while real-time and historical analytics track performance, compliance, and ROI.
Further reading: Outbound Flows
Quality Management (QM)
Quality Management uses AI to automatically evaluate interactions, combine AI and human scoring, and surface the most relevant calls or chats in a single view so supervisors can focus on coaching and performance improvement.
Further reading: Quality Management
Surveys
Capture customer feedback, collect and report on responses, and turn insights into actions to improve customer experience.
Further reading: Surveys
Conversation Analytics
Expertflow CX helps contact center leaders uncover drivers of CSAT, churn, and compliance by analyzing every conversation across voice and digital channels. It transcribes, classifies, and scores interactions with AI to surface topics, sentiments, and agent behaviors, then turns insights into coachable actions and dashboards for continuous improvement.
Further reading: Conversation Analytics
Regulatory Compliance and Data Security
The platform guarantees security and data privacy compliance (e.g., GDPR, HIPAA, PCI-DSS) through robust tenant isolation and stringent access control, even within a shared environment.
Integrations
Expertflow CX platform enables integrations with leading contact center, CRM, media channels, and productivity platforms so you can orchestrate a seamless, omnichannel customer experience. See https://expertflow-docs.atlassian.net/wiki/x/lQGqAQ for details.