Cloud Customer Experience
Deliver customer service by human agents and digital assistants over voice, chat, video, web, email and social media in parallel.
Expertflow CX - built for a better conversation
Interactions
& History
Customer interactions and history through any channel – voice, video, chat (Whatsapp, SMS, Facebook Messenger, Web, etc.), Social Media, Websites and Mobile Apps
Agent
Empowerment
Customer Channels
Voice Call
Chat
Social Media
Video Calls and Screen sharing
from a website/ mobile app
Customer Self-Service
- DTMF, or speech recognition for voice allows customers to interact using touch-tone or voice commands.
- Visual Conversation Flows or NLU (Natural Language Understanding) for both voice and chat
Agent Assistance
Media controls (Call, Video, Call, Screenshare)
Real-time AI-powered insights
Customer interaction history
Appointments
Follow-up and reporting
Call Handling and Administration
Get the right conversation to the proper agent with advanced routing scenarios and escalations.
Routing
Connect customers from any channel to the best-skilled agents based on their profile.
Engage customers through multi-channel conversations, provide role-based visibility on past interactions, and enable agents to involve colleagues or supervisors in ongoing conversations.
Reporting & Supervision
Monitor agent interactions and performance in real-time, and support or barge in where required.
Detailed analytics and reports help you to measure success and refine your approach.
Recording and Quality Assurance
Built-in recording and QA system allows supervisors to review and score conversations and agents.
Campaigns
Schedule for appointments and create campaigns
Campaigns
Schedule for appointments and create campaigns
Run sales and marketing campaigns across multiple channels, using workflows that you can define.
Cloud or On Premise
Bring your own carrier and connect via SIP trunks or have Expertflow provide local connectivity.
All Expertflow software can either be consumed as a cloud service in a SaaS model, or be installed on your private cloud using technologies such as Docker, Kubernetes, Helm charts and system monitoring tools. You can also choose a hybrid deployment model, keeping time-critical sensitive on-site while profiting from the lower cost of non-sensitive shared cloud resources.
Discover our Integrations
TESTIMONIALS
BASEBS
Air Products South Africa (Pty) Ltd decided to deploy Expertflow’s voice recording solution. It was very cost-effective and the deployment was smooth and quick. The system has delivered to our expectations and has been running for over a year now without a single incident. We highly recommend this solution.
Air Products
