CafeX and Partners help contact centes cut costs, streamline operations

CafeX Communications® has announced its latest release of Supervisor Assist, the one-click coaching solution for service agents to help enterprises transform customer care, the company said.

Compatible with Cisco, Avaya, Genesys and other 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, as this video shows. 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 contact center resellers that can resell licenses and provide professional services for solution design, installation and integration with existing business systems.

CafeX is the award-winning provider of one-click collaboration solutions designed to help enterprises enhance team productivity and customer engagement within digital channels. Trusted by top global banks and other brands, CafeX empowers employees and guests to work together securely without friction from virtually anywhere using their preferred devices and tools.