CaféX Blog

Read our latest blog posts.

Four Considerations for Enterprises Embedding Communications in Business Applications

By Allan MacGowan | October 2016

Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer.

Topics: customer engagement, webrtc, in-app communication, video, chat, co-browse

Tipping the Scales with Co-Browsing

By Bruce Marler | September 2016

If you’ve had the unfortunate experience of needing technical support for a computer problem – and most of us have – you’ve most likely given control of your screen to a remote technician to co-browse your computer screen to get the problem corrected.

Topics: Omnichannel, video chats, customer engagement, webrtc, in-app communication, call center, chat, co-browse

WebRTC: The Good, the Bad, and the Ugly

By Kevin Glass | March 2016

WebRTC has been active a few years now and we're all loving where it's going. However, where the enterprise is concerned it's just not perfect yet and as a result adoption is not as fast as we'd like. So, what’s wrong? Is it doomed to failure or is there a way we can see this fantastic technology make strides across the enterprise businesses of the world.

Topics: webrtc, in-app communication, webrtc video conferencing

What's In a Name? If It's Omnichannel: Everything for Customer Engagement.

By Sajeel Hussain | February 2015

While doing some reading the other day, I came across three uses for the word “omnichannel” in one sitting, each a little different in meaning than the other. Even worse, there doesn’t seem to be unilateral agreement on how to spell it. Is it Omni-channel, omnichannel or omni channel? One could argue that omnichannel is as ambiguous and all-purpose a term as “big...

Topics: Insider, Omnichannel, customer service, video chats, free chat, customer engagement, customer experience, webrtc, in-app communication, webrtc video conferencing, contact center, marketing, chat video online, workforce collaborative, call center

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