By facilitating live visual interactions within digital channels, enterprises can improve first call resolution, cost per call, agent retention and other key performance indicators.
New York, New York (PRWEB) June 29, 2016
CafeX Communications®, a leading supplier of software solutions that help contact centers support real-time customer experiences within mobile and web channels, will showcase the latest additions to its award-winning omnichannel portfolio at the Call Center Week Conference and Expo this week at The Mirage Hotel in Las Vegas. CafeX will conduct live demonstrations of its Live Assist® and Supervisor Assist products and is located at booth #725 on the exhibit floor.
In addition, Bruce Marler, CafeX’s vice president of technical sales, will conduct a roundtable session titled: Improving Agent Performance & Customer Experience – Engaging Visually over Mobile & Web Channels in Real Time. In this session, Marler will share learnings and business impacts delivered through the deployment of co-browse, video chat, click-to-call and other in-app customer engagement solutions across a range of vertical markets. The roundtable is set for 11:50 am on June 30 in the Trinidad B room.
CafeX is showcasing three new products this week at Call Center Week:
Supervisor Assist allows managers to monitor and coach agents from any Web browser while customer calls are in progress. Supervisors can listen to audio conversations, text chat with agents, and view or optionally interact with agents’ desktops during live calls. Agents can ‘raise a hand’ to request immediate help, even if using a different communication system in a remote location, thanks to integration with various leading contact center and collaboration platforms.
Live Assist® Kickstart makes it faster and easier for companies to add live engagement capabilities within mobile apps and websites. In minutes, business users can configure voice calling, video chat and co-browse services embedded within target applications. Non-programmers can also run test calls and auto-generate code, giving enterprises a faster route to implementation with minimal app development costs.
Live Assist® Short Code gives agents a simple way to start co-browsing with callers in order to resolve customer issues faster. While on the phone with an agent, a customer can navigate to a company’s app or website, receive a pop up with a simple numerical code and read it to the agent to start a co-browse session. The agent can see and remotely control the customer’s app or browser, fill out forms, annotate and share files securely with any sensitive fields hidden. There is no added software for the customer to install, and no required integration with the enterprise’s telephony system.
Sajeel Hussain, chief marketing officer, CafeX
“We are very pleased to highlight several new offerings at Call Center Week designed to make it easier and more affordable for companies to deliver superior real-time services across mobile, web and traditional touch points. By facilitating live visual interactions within digital channels, whether from supervisor to agent or agent to customer, enterprises can improve first call resolution, cost per call, agent retention and other key performance indicators. It is an exciting time for the industry as contact center operators evaluate how innovative modes of engagement can have a profound impact on customer-facing businesses.”
CafeX makes it easier for companies to enhance live engagement within web and mobile applications. CafeX’s award-winning software embeds real-time collaboration within the context of business workflows to increase customer satisfaction and workforce productivity. Trusted by many Global 2000 companies, CafeX provides elegant solutions to longstanding collaboration barriers such as cost, architectural complexity, ease-of-use and vendor interoperability. For more information about CafeX, please visit http://www.cafex.com or follow @CafeXComms.
CafeX Communications and CafeX Live Assist are trademarks of CafeX Communications, Inc. All other trademarks are the property of their respective owners.