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