Voice and Video
Expertflow CX offers the following voice and video interaction features. Using CX Voice, a business can:
receive inbound customer phone calls
Do a traditional or a conversational IVR treatment, and
Route calls to the most suitable customer care agent
make outbound calls
agents can make manual outbound calls
Contact center administrators can schedule agent-based and IVR campaigns
Connect via WebRTC using customer widget or a mobile app for audio and video calls and screen-sharing
Automated self service via traditional and conversational IVR.
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 B2BUA’s (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: