CafeX Communications, a supplier of real-time engagement solutions for mobile and Web platforms, and CCT Solutions, a provider of comprehensive unified communications and contact center solutions, have signed a partnership agreement for CCT to implement and support CafeX's customer interaction technologies with ContactPro, CCT's omnichannel agent desktop solution.
This partnership with CCT is a first step in CafeX's European expansion. The company already has a footprint in North America and Asia.
CCT will deploy and integrate CafeX technologies to deliver real-time customer engagement solutions embedded within mobile applications and Web sites. Solutions include WebRTC-based in-app communications to enable one-click voice and video communication between online customers and contact center agents, as well as screen-sharing, co-browsing, annotation, and other context-rich collaboration features. The joint offering will ensure that interactions across all channels are routed and blended with ContactPro, with comprehensive capture for quality and reporting purposes.
"CafeX technology allows us to enhance digital engagement within our ContactPro solution and helps us bring together the new and traditional worlds of communication in a compelling manner. Together we can create seamless ways for customers to engage within mobile and Web applications, thus providing a true value-add for businesses across industries," said Uwe Kreuter, managing director of CCT Solutions, in a statement. "We are excited to partner with CafeX to meet the increasing omnichannel demands of the German and European marketplaces."
"This agreement with CCT underscores our partner-centric approach to the market, focused on leading systems integrators with a thorough understanding of omnichannel engagement and customer experience," said Dave Phillips, managing director of CafeX Communications, in a statement. "CCT's firm roots in the contact center, combined with expertise in both back-end systems and user applications, makes this partnership an ideal fit for CafeX."