Cisco Contact center integration

Expertflow CX can be integrated with Cisco Contact center Express and Enterprise for media blending. With Cisco CC integration: 

  • Agents login to CX AgentDesk using their Cisco agent credentials.  
  • CX AgentDesk is deployed as a Cisco Finesse gadget.
  • Cisco Contact center calls including agent and IVR activities are stored in CX Activities
  • CX agents can see interaction history of the customer who is on the call.
  • Agent state on Cisco Finesse is synced with the relevant MRD state on the CX AgentDesk.
  • An embedded CTI Toolbar is available to CX agents for call controls such as hold/resume, transfer, conference, wrap-up, and end call.