Keyword- Speech Recognition – Natural Language Understanding – Conversational IVR
We currently see a large demand for automated handling of voice conversations. Companies wish to evolve their traditional IVR solutions that still use DTMF touch-tone to capture customer input. Instead they would like customers to be able to speak with the IVR. This blog explains the various technologies that can be used in this context: […]
Social Media Page Management – Filter Harassment
IVR Mailbox Solution
With EF IVR Mailbox Solution available for Cisco UCCX/ UCCE or PCCE, a caller can leave a message while on the IVR menu to register any complaint or book any order. The customer can opt for the voicemail option and disconnect the call after recording the message. EF IVR mailbox provides a web interface through […]
Expertflow, Security, GDPR, HIPAA, PCI-DSS and PII
As all Expertflow customer interaction (CI) products (such as Hybridchat) contain PII (Personally Identifiable Information), such as multiple customer identities (emails, chat identities, phone numbers,..), customer information (Adresses, products purchased), as well as potentially sensitive information exchanged (activities such as chat messages, recorded voice messages, web navigation history). National and international standards and regulations auch […]
Hybridchat and Genesys
Hybrid Chat (HC) for Genesys PureEngage allows the agent to see contextual answer suggestions from the chatbot next to the chat window within his Workspace throughout a conversation. HC auto-sends the chatbot’s top-ranking answer after a timeout, if the confidence score is sufficiently high. New in the Agent Workspace are the answer suggestions in the right […]
Expertflow opens Regional Office in India & welcomes Bennish Jose to the team!
We are excited that Bennish Jose decided to join Expertflow as Regional Director for South Asia, covering India, Bangladesh, Sri Lanka. He will open a new office and legal entity in Bangalore, India. Bennish has a long experience in the contact center and collaboration industry in APAC, having previously worked for Avaya, Wipro, and Acqueon. […]
Conversational IVR using Cisco CVP and CVA with Google Dialogflow
Cisco and Google have collaborated together in Customer care since 2018 and have strengthed this on April 21st, 2020 with a network bridge collaboration. Expertflow has been in the middle of this partnership, winning the first joint Cisco-Google sponsored developer award in 2018. We have deployed in this space multiple Hybrid Chat projects with Cisco […]
Why Expertflow Hybridchat is the best live chat tool
Looking for an alternative to Intercom, Tawk, Livechat, Purechat or Liveperson? Then you’ve reached the right place. Here are some differentiators where and when Expertflow is usually the better alternative. Compare Expertflow to alternatives, typical differences are as follows: integrates natively with SMS over SMPP, Facebook Messenger, Viber, Telegram, WeChat and Twilio (through which an […]
Customer Geolocation in Customer Care
Certain call or chat scenarios require to know more information from the customer during a call or chat, such as his geo-location, IP address, ISP name, browser etc. Expertflow CIM gathers geo-location in the following sequence: CIM generates a random unique temporary session ID for a customer that is interacting with the contact center (a […]
Mobile Agent for Cisco Finesse on UCCE, PCCE and UCCX for Voice and Chat
The content of this page has been moved to expertflow.com/mobile-agent. This mobile app for iPhone and Android allows business owners to communicate in real-time with their customers. Universal Chat client: Receive live chat over any chat channel (website, Facebook Messenger, Viber, Whatsapp,…) using Expertflow’s Hybridchat solution. Agents/ customer service representatives (CSR’s) can work alongside any […]