In-App Interactions Need to be Frictionless and ContinuousAs mobile and web platforms proliferate, interactions between employees and with customers are migrating from toll-free dialing and audio conferencing to real-time collaboration within applications. The user experience for in-app engagement, however, is often hindered by ‘friction’, such as the need to download plugins or invoke standalone communication clients. Furthermore, in-app interactions tend not to be correlated with the user’s profile, online activity, or other digital context, creating discontinuity across the user journey.
Customer interactions need to be seamless across any device and delivered within the context of an Omnichannel strategy that ties the mobile customer experience to branch, contact center, and digital channels.
CaféX Powers Apps With Contextual Real-Time CollaborationAs a pioneer of Web Real-Time Communications (WebRTC), CaféX has invested heavily in developing toolkits and APIs that make it simple for businesses to add frictionless, contextual engagement to application platforms. In just two lines of code, companies can embed live interaction capabilities such as video and co-browsing natively within websites and mobile applications, minimizing the need for separate plugins and downloads. User activity is preserved across various digital channels and correlated with the contact center to ensure a persistent, Omnichannel experience for customers throughout the journey. And integration with existing enterprise infrastructure ensures IT investments are protected.
Mobile and Web Apps are the New Face of Business “Mobile is eating the world”, as analyst Benedict Evans famously stated. According to forecasts by Statista, over 1.5 billion smartphones will be shipped globally this year, with the number rising to almost 1.9 billion by 2018. In response, companies are moving beyond bricks and mortar to a digitalized service model, with new online and mobile distribution channels designed to personalize customer experiences and enhance employee collaboration.
Users can launch voice and video sessions with experts from within web browsers and mobile apps. The expert can see and control the user’s screen, co-browse, draw on screen to highlight key information, fill in a form for the user remotely, share files, and push content such as links, images and documents.
WebRTC for Enterprises
Businesses can leverage a consistent SDK across all major Web browser and mobile (iOS, Android) platforms to embed HD voice (Opus) and video (H.264 & VP8) collaboration easily within apps, connecting via a software gateway to existing SIP-based call control platforms. Audio & video transcoding and impaired network handling ensure broad coverage.
Omnichannel & Callback
The CaféX context bus correlates customer application activity with live interactions across various digital channels to enable seamless cross-channel escalation, such as moving from a web chat with one agent to a video call with a second agent. Relevant contextual data is utilized by the contact center for intelligent routing, callback, and other advanced call treatment.
Visual IVR & Bypass
With minimal re-programming, existing interactive voice response (IVR) form, menu, prompt, choice, and audio elements can be presented in visual format within user applications. Dynamic rendering ensures changes are automatically reflected. Digital context can also be used to bypass the IVR and route calls directly to the right expert.
4 Promote growth and improve cross-sell ratios by capturing sales at the point of customer interaction.
4 Enhance your mobile strategy by making existing apps more interactive and personalized.
4 Reuse existing contact center and collaboration infrastructure, devices and programming logic.
4 Differentiate through customer experience, minimizing time spent in the IVR, avoiding long wait times and confusing menus.
4 Enhance productivity for in-house experts and make better use of corporate knowledge.
4 Reduce service costs through OTT calling, higher FCR and lower call handling times.
2014
NORTH AMERICAN MOBILE AND WEBCUSTOMER ENGAGEMENT SOLUTIONSNEW PRODUCT INNOVATION AWARD
