Expertflow is a complete multi-channel customer-centric contact center solution within ServiceNow. Unlike the stand-alone digital capabilities of CRMs, EFCX provides unified routing for any media channel with consolidated agent state across all channels - which substantially increases the service level. It stores customer interactions and provides a unified interaction history across all channels.
Conversation control scripting is customizable for dynamic conversation flow. Customer profiles are managed in a way that businesses can use this data for outbound calls and campaigns. Secure and highly available, it supports its easy-to use AgentDesk application within ServiceNow, integrated self-service bots with flexible training, interactive voice response (IVR), and computer telephony integration (CTI).
Enhance your customer interactions with Expertflow CX, a versatile contact center solution.
- Multi-Channel Communication: Enable clients to reach you via phone, or any chat channel like SMS, Facebook Messenger, and WhatsApp.
- Agent Empowerment: Support you agents during conversations with chatbots and real-time AI-powered insights that anticipates your customer's need and extract relevant information.
- Interactions & History: Access and track customer profile and interaction history across all channels like Whatsapp, SMS, Facebook Messenger, Web, etc within CRM.
- Efficient Conversation Management: Utilize skill-based routing and media distribution for optimal agent performance.
- Comprehensive Reporting: Gain insights with detailed reporting.
- Voice Recording: Ensure quality and compliance with voice recording capabilities
- CRM Integration: Whenever the agent recieves a new interaction, the customer profile in CRM is popped up. At the end of conversation, an activity is logged inside the CRM. Using click to dial feature, agent can click any number in CRM to initiate an outbound call.
For any queries, you can contact us at info@expertflow.com
Expertflow Cloud Contact Center
https://docs.expertflow.com/sn-efcx-c/1.0/release-notes
- RHEL-7.8/Ubuntu-22.04
- Debian 12
- CentOS/Ubuntu-22.04