ExpertFlow
3b Phase 3, Model Town Link Road
LAHORE, UNDEFINED 54000
Pakistan
Primary Contact:
Andreas Stuber
Phone: +41 79 6385801
Tier 1
Exportflow builds software for Cisco contact centers (UCCE, UCCX or PCCE). We provide CTI integration with Oracle Siebel or Oracle Service Cloud, Microsoft Dynamics and SAP Interaction Center, adding multimedia collaboration channels and media routing such as Chat, Email, SMS, USSD, as well as multimedia outbound campaigns that can be managed directly from the CRM itself. We also provide solutions for easy administration of Cisco contact centers, post collaboration survey management, outbound campaign management, finesse gadgets, reporting, wallboards, SMS for Cisco contact centers, retail queuing and media recording.

Expertflow’s management tool for Cisco UCCX and UCCE enables contact center supervisors to make routine changes to their contact centers through an intuitive, drag-and-drop user interface.

Supervisors can change announcements, reskill agents, manage script changes, create easy announcements and define business calendars. Permissions-based access caters for the needs of multi-tenant, multi-department or multi-site contact centers. 

AdminPanel Drag and Drop

Expertflow's Post Collaboration Survey (PCS) launches surveys after interactions on multiple channels, such as voice calls, web chats or physical interactions in a shop. Send your customers a feedback survey through a channel of your choice. So, as soon as a customer interaction ends, either make a call or drop an SMS to the customers asking to record the customer experience and evaluate your quality of service.

  • Survey Monitoring
  • Questionnaire Management
  • Multiple Channels
  • Reports
  • Send serveys to your walk-in customers
  • Post Chat Surveys

Our connector integrates Cisco Unified Contact Center Express, Enterprise or PCCE with Microsoft Dynamics CRM for CTI (Computer Telephony Integration) call controls in the Unified Service Desk, eliminating the need for agents to switch between different applications.

Besides voice, the connector supports multimedia collaboration channels such as Email, Chat, SMS and Social Media for both UCCX and UCCE platforms. In case of UCCX, we use our Media Routing Engine and for UCCE, we use Cisco Unified Queuing APIs.

Alternatively, use our Microsoft Screen-pop connector, which integrates with Cisco Finesse Agent Desktop and opens CRM contact URL in a browser tab on call arrival. 

Expertflow provides extensive reporting and business intelligence services for various businesses verticals and divisions specifically Contact Centers. We deliver 360 degree overview of core business KPI’s across various verticals in form of reports, scorecards and dashboards that are designed and developed in BI tools and Database engines. To achieve this we unify and transform data from different platforms and sources and deliver core valuable business intelligence on a single web based portal.

Add SMS or USSD messaging to your Cisco Contact Center and transform your customer experience. Send a structured SMS at the end of the call to confirm points discussed with the agent.

The SMS feature can be embedded as a gadget within Finesse. Or use it as part of one of the CRM connectors (SAP, Microsoft Dynamics, Oracle Siebel, Oracle Service Desk) that we provide. This provides full media routing and media blending to the Contact Center agent.

Use SMS as one channel besides voice and Email in a Multimedia Outbound Campaign, for example to send reminders or confirm appointments if taken together with our "Expertflow Campaign Manager".

Our SMS function interacts directly with the SMPP gateway of your preferred mobile operator(s), which is in almost alwayst the most cost-efficient way to send/ receive SMS. It is also the best way to profit from all features that mobile operators supports.

Our connector integrates Cisco Unified Contact Center Express, Enterprise or PCCE with Oracle Siebel CRM for CTI (Computer Telephony Integration) call controls. It also allows for outbound campaigns to be managed directly within the CRM interface.  

Besides voice, the connector supports multimedia collaboration channels such as Email, Chat, SMS and Social Media for both UCCX and UCCE platforms. In case of UCCX, we use our Media Routing Engine and for UCCE, we use Cisco Unified Queuing APIs.

Give your Cisco contact center supervisors the freedom to manage automated outbound campaigns with online ExpertFlow Campaign Manager (ECM). 

With ECM, you can import contact lists from any external data source and auto dial the contacts, leveraging Cisco Outbound dialing capabilities. Flexible call strategies allow you to define rescheduling options (retries and dialing sequence among those retries) for certain call outcomes (Busy, No Answer).

REST-based APIs for CRM applications provide the flexibility to create and manage unlimited voice campaigns, have the call results updated against each prospect and view consolidated campaign reports, all from your preferred CRM. A toggle button makes it easy for non-technical users to start and abort campaigns at any time. 

ExpertFlow Media Recording:

  • Provides users a web based

    access to manage recorded sessions
  • Works with Cisco Mediasense
  • Enhances customer service of a contact center by:
    • keeping track of the recorded customer/agent conversations
    • Providing Quality Management Feature

EF gadgets for Cisco Finesse increases agent productivity and collaboration within the teams. You can pick and choose the gadgets you need for your agent's efficient performance.

  • Chat Gadget
  • Call Transfer Gadget
  • Call History Gadget
  • My Callback Gadget
  • Call Parking Gadget
  • On-Demand Call Recording Gadget
  • Supervisor Whisper Gadget
  • Wrap-up Gadget
  • CTI Headset Connector for Plantronics Sensor

Our connector integrates Cisco Unified Contact Center Express, Enterprise or PCCE with SAP CRM for CTI (Computer Telephony Integration) call controls in the SAP IC interface, eliminating the need for agents to switch between different applications.  

Besides voice, the connector supports multimedia collaboration channels such as Email, Chat, SMS and Social Media for both UCCX and UCCE platforms. In case of UCCX, we use our Media Routing Engine and for UCCE, we use Cisco Unified Queuing APIs.

Our connector integrates Oracle Service Cloud CX (also known as Oracle RightNow) to Cisco Unified Contact Center Express, Enterprise or PCCE for CTI (Computer Telephony Integration) call controls in the Oracle Service Cloud interface, eliminating the need for agents to switch between different applications.

Besides voice, the connector supports multimedia collaboration channels such as Email, Chat, SMS and Social Media for both UCCX and UCCE platforms. In case of UCCX, we use our Media Routing Engine and for UCCE, we use Cisco Unified Queuing APIs.