|By PR Newswire||
|October 19, 2016 08:05 AM EDT|
CafeX to be Microsoft's preferred omnichannel solution provider for Dynamics 365. The immersive solution extends in-app live assistance to customers, who can interact with service representatives via text chat, co-browsing, click-to-call and face-to-face video collaboration.
NEW YORK, Oct. 19, 2016 /PRNewswire/ -- CafeX Communications®, a leading supplier of WebRTC-based mobile and web engagement solutions, has been selected as Microsoft's preferred solution provider for real-time customer assistance within Microsoft Dynamics 365 for Customer Service. The strategic effort features a joint development roadmap as well as go-to-market collaboration to ensure ongoing and proactive integration of CafeX's omnichannel capabilities within Dynamics 365.
Hosted in the Azure cloud, the combined solution embeds real-time customer interaction channels within Unified Service Desk and web clients for Dynamics 365. As this video shows, a customer browsing a company's website or mobile app can tap to request live help from a service representative. The rep is passed information about the customer in advance, and during the ensuing conversation both parties are able to move seamlessly between text chat, co-browsing, voice and video collaboration to resolve issues faster. Tight integration allows reps to interact with customers without leaving Dynamics 365.
Remote assistance is powered by CafeX Live Assist, a mature web real-time communications (WebRTC) solution implemented by many of the world's largest banks, insurers and other Global 2000 companies. Live Assist's award-winning co-browse technology enables the rep to view the customer's mobile app or web page from within Dynamics 365, draw annotations, push files, fill out forms and perform other remote functions within the customer's app. Sensitive data can be hidden to protect user privacy.
"Many companies are finding themselves woefully behind in digitally transforming their customer care operations," said Sheila McGee-Smith, customer care expert and analyst at McGee-Smith Analytics. "The growth in customer use of chat, web and mobile applications has far outpaced their ability to update the premises-based contact center infrastructure. In tandem with a move to the cloud, companies recognize the need to arm agents with information that goes beyond the present interaction, and provides a picture of the customer's entire journey. This joint solution from CaféX and Microsoft Dynamics 365 will enable companies to accelerate their digital transformation through more personalized customer engagement."
"Omnichannel is at the heart of any successful customer engagement solution," said Jujhar Singh, Corporate Vice President, Microsoft Dynamics CRM.. "With CafeX as our preferred solution provider, we are able to bring to market a highly differentiated offering to better serve the changing needs of our customers. Enterprises can now extend real-time assistance within the context of business processes to create more unified and intelligent customer journeys."
"Omnichannel solutions can be difficult to implement due to the bolt-on approach taken by many cloud providers," said Sajeel Hussain, Chief Marketing Officer and EVP of Strategic Partnerships for CafeX. "We have been working hard with Microsoft to deliver a fully integrated solution for Dynamics 365 that maximizes agent productivity and ensures seamless customer engagement across digital channels. CafeX is committed to the near and long term success of this partnership."
Trials for the unified solution will begin in November of 2016 with general availability planned for early 2017. The initial offering will feature web chat and co-browsing, with click-to-call and video collaboration to be added in a subsequent release.
For more information about CafeX Live Assist for Microsoft Dynamics 365, please contact CafeX at [email protected].
- Solution Video: https://youtu.be/IaIknAU2GLc
- Web: https://www.cafex.com/live-assist-for-dynamics-365.php
- Brochure: https://www.cafex.com/downloads/CafeX%20Live%20Assist%20for%20Dynamics%20365%20Brochure.pdf
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.
+1 (646) 351-0054
+1 (515) 708-1296
Donna Yasay, President of HomeGrid Forum, today discussed with a panel of technology peers how certification programs are at the forefront of interoperability, and the answer for vendors looking to keep up with today's growing industry for smart home innovation. "To ensure multi-vendor interoperability, accredited industry certification programs should be used for every product to provide credibility and quality assurance for retail and carrier based customers looking to add ever increasing num...
Oct. 25, 2016 02:00 AM EDT Reads: 564
@DevOpsSummit has been named the ‘Top DevOps Influencer' by iTrend. iTrend processes millions of conversations, tweets, interactions, news articles, press releases, blog posts - and extract meaning form them and analyzes mobile and desktop software platforms used to communicate, various metadata (such as geo location), and automation tools. In overall placement, @DevOpsSummit ranked as the number one ‘DevOps Influencer' followed by @CloudExpo at third, and @MicroservicesE at 24th.
Oct. 25, 2016 01:15 AM EDT Reads: 4,026
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in Embedded and IoT solutions, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 7-9, 2017, at the Javits Center in New York City, NY. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology, is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, HPC and ...
Oct. 25, 2016 01:15 AM EDT Reads: 3,603
“Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. CloudBerry Backup is a leading cross-platform cloud backup and disaster recovery solution integrated with major public cloud services, such as Amazon Web Services, Microsoft Azure and Google Cloud Platform.
Oct. 25, 2016 01:15 AM EDT Reads: 1,398
In the next forty months – just over three years – businesses will undergo extraordinary changes. The exponential growth of digitization and machine learning will see a step function change in how businesses create value, satisfy customers, and outperform their competition. In the next forty months companies will take the actions that will see them get to the next level of the game called Capitalism. Or they won’t – game over. The winners of today and tomorrow think differently, follow different...
Oct. 25, 2016 01:15 AM EDT Reads: 1,015
Without lifecycle traceability and visibility across the tool chain, stakeholders from Planning-to-Ops have limited insight and answers to who, what, when, why and how across the DevOps lifecycle. This impacts the ability to deliver high quality software at the needed velocity to drive positive business outcomes. In his general session at @DevOpsSummit at 19th Cloud Expo, Eric Robertson, General Manager at CollabNet, will discuss how customers are able to achieve a level of transparency that e...
Oct. 25, 2016 12:30 AM EDT Reads: 936
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
Oct. 25, 2016 12:15 AM EDT Reads: 1,850
So you think you are a DevOps warrior, huh? Put your money (not really, it’s free) where your metrics are and prove it by taking The Ultimate DevOps Geek Quiz Challenge, sponsored by DevOps Summit. Battle through the set of tough questions created by industry thought leaders to earn your bragging rights and win some cool prizes.
Oct. 25, 2016 12:00 AM EDT Reads: 4,056
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Oct. 25, 2016 12:00 AM EDT Reads: 4,175
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain. In this power panel at @...
Oct. 24, 2016 11:45 PM EDT Reads: 1,981
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Oct. 24, 2016 11:15 PM EDT Reads: 3,850
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Oct. 24, 2016 11:00 PM EDT Reads: 2,015
Successful digital transformation requires new organizational competencies and capabilities. Research tells us that the biggest impediment to successful transformation is human; consequently, the biggest enabler is a properly skilled and empowered workforce. In the digital age, new individual and collective competencies are required. In his session at 19th Cloud Expo, Bob Newhouse, CEO and founder of Agilitiv, will draw together recent research and lessons learned from emerging and established ...
Oct. 24, 2016 09:45 PM EDT Reads: 1,376
November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Penta Security is a leading vendor for data security solutions, including its encryption solution, D’Amo. By using FPE technology, D’Amo allows for the implementation of encryption technology to sensitive data fields without modification to schema in the database environment. With businesses having their data become increasingly more complicated in their mission-critical applications (such as ERP, CRM, HRM), continued ...
Oct. 24, 2016 08:45 PM EDT Reads: 1,042
SYS-CON Events announced today that Enzu will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to focus on the core of their online busine...
Oct. 24, 2016 08:30 PM EDT Reads: 1,347