CafeX and Partners Help Contact Center Operators Cut Costs, Streamline Operations

Posted by SYS-CON Media on August 23, 2017:

CafeX Communications® announced its latest release of Supervisor Assist, the one-click coaching solution for service agents to help enterprises transform customer care. Compatible with Cisco, Avaya, Genesys and other leading contact center technology vendors, Supervisor Assist is now available through a growing network of channel partners, including Arrow Systems Integration, Strategic Products and Services, TeleTech, and World Wide Technology.

With Release 7 of Supervisor Assist, experts have one consolidated web application to listen to conversations between agents and customers, see a remote agent's desktop, provide guidance over web chat, highlight areas on the agent's screen, and control the agent's desktop. Requests for help can come directly from agents or be auto-initiated based on information from third party sources, such as a real-time analytics engine, which can be used to alert an expert that immediate assistance may be needed in order to mitigate a poor customer experience or negative outcome.

CafeX is offering a no-obligation free trial of its real-time coaching solution, enabling enterprises to test new capabilities that optimize first call resolution, average handle time, net promoter score and other key performance metrics. Supervisor Assist can be procured directly from CafeX or through leading contact center resellers that can resell licenses and provide professional services for solution design, installation and integration with existing business systems.

Matt Horner, vice president for U.S. East, Europeand Asia Pacificat World Wide Technologies: We see strong market demand for contact center solutions that streamline operational costs without compromising customer experiences. Solutions like Supervisor Assist that empower agents to serve customers more effectively while integrating easily with leading customer contact technologies give us tremendous flexibility to deliver high-ROI solutions that result in a significant competitive advantage for our customers.