CafeX Communications' Supervisor Assist call center app has been found to be compliant with key customer engagement solutions from Avaya. Supervisor Assist Release 1.9 is now compliance-tested by Avaya for compatibility with Avaya Aura Communication Manager and Avaya Aura Application Enablement Services 6.3.
Supervisor Assist provides managers with a web application to observe and guide agents remotely during live customer calls. Supervisors can see agents' desktops, drop helpful tips over web chat, spotlight areas on the screen, and click to open files or fill out forms on the agents' behalf. Supervisor Assist helps contact centers with remote agent observation and coaching, peer mentoring, distance training, new employee onboarding, and customer service escalation management. The solution also complements existing quality management and customer analytics programs.
CafeX is a Technology Partner in the Avaya DevConnect program, an initiative to develop, market, and sell third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network. As a Technology Partner, CafeX can submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible.
"Avaya compliance gives enterprises the confidence to incorporate new technology within their existing environments more easily and cost-effectively. Supervisor Assist together with the Avaya Aura Platform helps businesses get more from their communications infrastructure, empowering agents with proactive coaching to increase customer satisfaction and contact center efficiency," said Kris Hopkins, chief product and strategy officer at CafeX, in a statement.
"Technology Partners like CafeX are helping Avaya deliver business innovation to enterprises based on open, standards-based platforms. Solutions like Supervisor Assist that facilitate real-time assistance for agents during customer interactions can help companies improve quality assurance for more effective customer engagement," said Eric Rossman, vice president of developer relations at Avaya, in a statement.