Customer Experience Management

CafeX Live Assist for Microsoft Dynamic 365 Unveiled; To Offer Omnichannel Customer Engagement for Better Business Opportunities

CafeX Live Assist for Microsoft Dynamic 365 Unveiled; To Offer Omnichannel Customer Engagement for Better Business Opportunities
via CafeX

CafeX Live Assist helps businesses engage customers proactively with rich content while preserving context at each step of the journey.

CafeX Communications®, the leading supplier of mobile and web engagement solutions, introduced CafeX Live Assist- an Omni-channel solution for Microsoft Dynamics 365 that delivers integrated solution for personalized live engagement across digital touch points. The latest offering from CafeX will help businesses enhance customer experiences and agent productivity, connecting more meaningfully with customers through chat, content engagement and rich co-browsing, all which could be tailored to specific audiences and visitor behavior.

CafeX’s latest product offering comes barely a month after it announced a strategic partnership with Aceyus, a global leader in enterprise-level contact center intelligence solutions. The pair worked on combining contact center analytics with real-time agent coaching to help companies deliver more personalized and proactive customer service. It remains unclear if CafeX Live Assist is an outcome of this partnership with Aceyus. Initially, CafeX Live Assist can be ordered in North America and Europe with expected service expansion for Asia and other regions starting later in March.

Sajeel Hussain, CMO and Executive VP of Strategic Partnerships for CafeX, informs, “Since the initial announcement last October, companies around the world, ranging from top retailers, banks and manufacturers in the Fortune 500 to small businesses next door, have been actively investigating and previewing this immersive solution for digital customer engagement,” informed

“Enhancing the customer benefits for Microsoft Dynamics 365,” says Jujhar Singh, Corporate Vice President, Microsoft Dynamics 365. Singh adds, “CafeX Live Assist helps businesses engage customers proactively with rich content while preserving context at each step of the journey.”

Hussain added, “We continue to explore further areas of synergy between our respective platforms to help enterprises transform in-app customer experiences towards more personalized and intelligent service.”

CafeX Live Assist: Sales on Wheels

The faster you resolve issues by answering customer queries in an innovative and organized manner, the more sales you generate. CafeX Live Assist does just that. At a click of a button, customers get personalized assistance from agents while browsing a company’s website or mobile app, resulting in more service tasks completion which would otherwise take longer.

From within Dynamics 365, the agent can provide helpful tips over web chat, see exactly what the customer sees, spotlight important information, as well as share images, links and other relevant content within the customer’s application to resolve issues.

From an administrative viewpoint, deployment and management are streamlined through single sign-on and a unified provisioning flow through Microsoft Office 365.

Bringing new Business Opportunities for Microsoft Partners

Microsoft Partner Network members who are looking to expand their omnichannel capabilities find new business opportunities with this integrated solution.

Senior Vice President of Hitachi Solutions, Michael Strand said, “Our goal is to help our customers deliver world-class Omni-channel experiences. This new integrated offer from CafeX for Microsoft Dynamics 365 combined with our industry and implementation expertise, helps our customers deliver the types of experiences that increase satisfaction, loyalty, and value for their customers.”

There is a dedicated video to walk you through the process —

 

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