CafeX Communications, a contact center software provider from mobile and Web channels, this week introduced three new products.
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 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 leading contact center and collaboration platforms.
Live Assist Kickstart enables companies to add live engagement capabilities within mobile apps and Web sites. In minutes, businesses can configure voice calling, video chat, and co-browse services within target applications and run test calls and auto-generate codes.
Live Assist Short Code gives agents a simple way to start co-browsing with callers. While on the phone with agents, customers can navigate to company apps or Web sites, receive pop-ups with numerical codes and read them to the agent to start co-browse sessions. 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.
"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," said Sajeel Hussain, chief marketing officer at CafeX, in a statement. "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."