Mobile and web real-time engagement provider showcases new WebRTC-based agent coaching solution to help organizations increase first call resolution and customer satisfaction.
London – September 28, 2016 – CafeX Communications®, a leading supplier of real-time engagement solutions for mobile and web applications, will demonstrate its award-winning products for proactive agent coaching and Omnichannel live assistance at Customer Contact Expo. The event takes place September 28 and 29 at Olympia London and is recognized as Europe’s premier event for customer experience innovation. CafeX will be located at stand C1042 throughout the exhibition.
Highlighting CafeX’s participation is a presentation from Dave Phillips, the company’s director of innovation evangelism. His topic, “Elevate Customer Satisfaction and FCR through Proactive Agent Coaching,” will describe best practices and outcomes when real-time web-based agent coaching is utilised within contact centre operations. The session is scheduled for Thursday, September 29, at 12:30pm in the Customer Experience Solution Theatre.
“CafeX has been leading the industry with Omnichannel collaboration solutions that leverage WebRTC technology to improve digital customer experiences,” said Phillips. “During this session you will discover how collaboration spans the entire value chain. No longer a separate stack, collaboration is becoming integral to business workflows, specific to the domain of the knowledge worker. Embedded collaboration of this kind improves employee engagement, which in turn enhances customer experience. We are seeing some trends in the industry where the fusion of the latest collaboration technology with the right expertise means that coaching and assistance can be targeted in real-time at the point-of-need. This increases FCR (the number of contacts resolved on the first interaction) leading to fewer repeat calls and improved levels of customer satisfaction.”
CafeX will also provide live demonstrations of Supervisor Assist and Live Assist® throughout the conference. With Supervisor Assist, supervisors based virtually anywhere can use a simple web browser to listen to audio conversations, text chat with agents, co-browse and spotlight relevant areas of agents’ screens, and—if permitted—click through and enter text on agents’ computers to help open documents, enter forms or type in useful information. CafeX Live Assist helps businesses easily enhance digital channels with live assistance to improve customer experiences. In conjunction with voice and video chat, agents can see customers’ browser tabs or app screens, co-browse, remotely fill out forms and push helpful links or documents, with sensitive fields hidden to ensure privacy.
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 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.
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