CaféX Blog

Read our latest blog posts.

Three Digital Customer Engagement Must-Have’s for Contact Centers to Level-Up in 2017

By Caryne Say | January 2017

Digital technology is fast transforming the contact center industry.  In 2017, predictions spanning from artificial intelligence to cloud have been made concerning technologies that will dominate customer experience success. For businesses looking to level up their game, here are three fundamental customer engagement strategies that must not be missed.

Topics: Omnichannel, customer engagement, contact center, livevideo, mobile

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

Putting Customer Experience First with Omnichannel Collaboration

By Gethin Liddell | July 2016

I was recently involved in a Digital Leaders Wales Salon and was asked to talk about Collaboration and putting the customer first. We had some very interesting discussions and I learnt a good deal about how organisations should use social media from my fellow speakers Helen Reynolds, Director at Social for the People and Owen Williams, Head of Social Media BBC Wales.

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Topics: Omnichannel, customer service, customer experience, collaboration, call center

The Time Is Now for An ‘Optichannel’ Customer Engagement Strategy

By Sajeel Hussain | June 2016

   Over the past few years, many banks and financial services providers have embraced an ‘omnichannel’ approach to customer engagement. It makes sense. The ability to interact with customers over an ever expanding number of digital touchpoints —phone, web, mobile, chat, email and even video—theoretically should delight customers. More choice translates into greater...

Topics: Omnichannel, customer service, customer engagement, webrtc, contact center, chat

What WhatsApp's new business model means for C2B

By Gethin Liddell | April 2016

WhatsApp announced a change in their business model earlier this year. They have moved away from a small annual charge and instead are making WhatsApp free to use for all users.

Topics: Omnichannel, webrtc, video collaboration, chat

Omnichannel Customer Service: How Hard or Easy Can it Be?

By Sajeel Hussain | June 2015

Just take a browser, add WebRTC, then just a pinch of salt; stir vigorously, and Voila! you have an omnichannel collaboration environment, complete with video. It sounds great, but it's far from reality for most businesses. In addition to the technology ingredients, there are three key elements that have a much greater influence on the outcome of a development project:...

Topics: Omnichannel, customer service

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

Reimagining the Personal Touch of Customer Interactions

By Sajeel Hussain | February 2015

It happened again! I noticed that the auto-payment amount for my monthly cable went up. My first question was why? — which was quickly followed by what can I do about it? Working in the telecommunications field, I am, perhaps unfortunately, quite aware of how customer service platforms operate — how they can, and should work, what information is readily captured and...

Topics: Omnichannel, customer service, customer engagement

Part 2: Context-based Omnichannel Customer Engagement — Always a Class Act

By Sajeel Hussain | January 2015

[Post 2 of 2 Posts]

Topics: Omnichannel, customer service

Did Gartner Truly Omit WebRTC From Its Curve? — Respectfully, I Beg to Differ

By Sajeel Hussain | January 2015

In this two-part series, we are exploring the question as to why Gartner has apparently left WebRTC off of its respected Gartner Hype Cycle. In the previous installment, I mentioned a possible explanation could be the fact that WebRTC, rather than a standalone technology, is better understood as a means for enabling many of the technology points mentioned on the hype...

Topics: Omnichannel, customer service

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