Voice and Video
Expertflow CX is a multi-channel contact center solution unifying customer interactions across all channels in a unified customer interaction history.
With CX-Voice, 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.
CX-Voice is under active development. See CX-Voice limitations for some open issues.
As an agent
You may do the following for handling contact center inbound and outbound calls.
Change Agent State
Change your presence state (Voice MRD) as available (Ready), not-available ( Not Ready) to receive inbound and campaign outbound calls.
Specify Wrap-up code(s)
You may perform your after call work within a limited wrap-up duration before getting ready to receive the next call.
Call Controls
You have the following call control functions available via Agent Desk (Agent SDK) CTI toolbar.
Capability | Description |
|---|---|
Answer call | view and respond to an incoming call alert |
End call | end a call using the CTI toolbar end call function. |
Hold call | Put an active call on hold using the CTI toolbar hold function |
Resume call | Resume a held call using the CTI toolbar function |
Consult/Conference UPCOMING | Consult, consult-transfer, conference with other agents |
Direct Transfer | Direct transfer to an agent via Agent extension or name |
As a contact center supervisor
You may do the following to monitor and manage CX-Voice interactions.
Capability | Description |
|---|---|
Control Agent State | View and forcibly change an agent state of your team |
Silent-monitor and barge-in UPCOMING | |
View Team Performance | View team performance and contact center queue statistics |
Admin Configurations
To avail of the features of CX Voice, the business needs to
configure CX Voice Channel from Unified Admin Console
create agent extensions via EFSwitch, and
adds these extensions in Keycloak