Expertflow CX Data Sheet
Expertflow CX is a multi-channel customer-centric contact center solution. It stores customer interactions across all channels and provides unified interaction history. Conversation control scripting is customizable for dynamic conversation flow. Customer profiles are managed in a way that businesses can use this data for outbound calls and campaigns. Secure and highly available, it supports its easy-to-use AgentDesk application, integrated self-service bots with flexible training, interactive voice response (IVR), and computer telephony integration (CTI).
Expertflow CX is available as a cloud subscription and may also be installed on-prem on the Kubernetes Platform.
Features and Benefits
Capability | Features and Benefits |
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AgentDesk |
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Agent | Expertflow CX enables its agents to perform various inbound and outbound contact center functions. Core features include:
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Management Roles and Benefits
Role | Benefits |
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Supervisor |
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Admin | Business administrators can configure Expertflow CX services and solution components from the Unified Admin Console.
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Customer Channels
Expertflow CX provides integration with the following customer channels, and continues to add more digital channels in the list of supported media channels.
- JavaScript SDK for customer-facing channels
- Web Channel
- Facebook Direct Message
- Facebook-Social Media
- Instagram Direct Message
- Instagram Social Media
- SMS Via SMPP
- SMS/MMS Via Twillio
- Voice channels
See Channel capabilities for an overview and for details on each of the supported channels, follow the relevant links above.
System Capabilities
CX Routing |
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CX Reporting |
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Campaign Manager |
While agents are handling customer requests, they can also view all upcoming / scheduled activities planned with a customer, on the AgentDesk in addition to the past customer activities. |
Workforce Management (WFM) |
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CX Wallboard |
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Conversation Control |
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Voice Recording |
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Deployment and Upgrades | |
3rd Party Bot Integrations |
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Scalability |
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Security |
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Licensing and Ordering |
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Add-on's
Expertflow CX provides integration with
- CISCO Finesse Gadgets such as Call Parking Finesse Gadget, Call Transfer Finesse Gadget, Call Wrap-up Finesse Gadget, Internal Chat Finesse Gadget, Supervisor Whisper Finesse Gadget.
- Generic Connector
- various CRM Connectors such as
a. Salesforce,
b. Microsoft Dynamics,
c. Oracle Siebel,
d. Oracle Service Cloud CX,
e. Service Now,
f. SAP Interaction Center/Hybris C4C,
g. JavaScript CTI Toolbar