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

Reduce Agent Turnover with Live Coaching and Mentoring

By Allan MacGowan | September 2016

For contact centre agents and supervisors, call monitoring can be more of a stick than a carrot. Being scrutinized continually during customer calls can cause agents to wonder if they are underperforming, leading to stress and burnout. However, in contact centres that use real-time coaching and mentoring services, there are far more proactive and positive associations...

Topics: customer service, customer engagement, customer experience, webrtc, call center, chat, co-browse, supervisor, livecoaching

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

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

Boosting Agent Performance in Real-Time, Wherever They Are

By Sajeel Hussain | June 2016

It is fascinating to look back at the early days of telecommunications. Apparently, supervisors would lace up a pair of roller skates and glide around the telephone office in order to monitor switchboard operators efficiently. Much has changed since then. In today’s call centers, supervisors can’t just roll up behind an agent and plug a headset into the monitor jack to...

Topics: customer service, webrtc, call center

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

How Do We Innovate for the Enterprise? Hint: Be Purposeful

By Kevin Glass | March 2016

When we speak of innovation in software we often think of new technologies or tools that give us brand new options and processes in technology. From Twitter to face swapping, we see innovation as crazy new ideas that we're hoping to find business use cases for.

Topics: webrtc, Innovation, communication, video, chat

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 is Customer Engagement?

By Allan MacGowan | July 2015

When setting out to create a definition of customer engagement, the first step is to take a close look at the word ‘engagement’. It is an interesting word with definitions that are polar opposites in meaning. Engagement can mean entering into a trusting relationship such as a marriage, but it can also mean going to battle in a military conflict. In the world of contact...

Topics: customer service, customer engagement, webrtc

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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