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|
Expertflow CX enables its agents to perform various inbound and outbound contact center functions. Core features include:
Management Roles and Benefits
Business administrators can configure Expertflow CX services and solution components from the Unified Admin Console.
Expertflow CX provides integration with the following customer channels, and continues to add more digital channels in the list of supported media 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.
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)|
|Deployment and Upgrades|
|3rd Party Bot Integrations|
|Licensing and Ordering|
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
b. Microsoft Dynamics,
c. Oracle Siebel,
d. Oracle Service Cloud CX,
e. Service Now,
f. SAP Interaction Center/Hybris C4C,