CaféX Communications®, a leading provider of real-time engagement solutions for mobile and web platforms, announced that it has been named a “Cool Vendor” in Gartner Research’s 2015 Cool Vendors in Unified Communications report. The global research firm’s findings highlight the use of Web real-time communication (WebRTC) together with advances in mobile, video and contextual communication technologies to enhance collaboration between employees and with customers.
In his findings, Gartner analyst Steve Blood highlights CaféX for creating a set of APIs that advance the deployment of WebRTC across all major browser and mobile platforms despite current gaps in the emerging standard. The report suggests that customer experience leaders focused on the mobile channel should consider how approaches like CaféX’s can facilitate omnichannel engagement by embedding real-time, contextual communication within applications. Blood also encourages IT planners to evaluate the CaféX software development kit (SDK), particularly those who want to standardize on a single supplier for voice and video engagement with maximum reuse of existing infrastructure.
CaféX strengths cited in the report:
- CaféX Live Assist® — With as little as two lines of code, enterprise experts can see an online visitor’s Web or mobile application screen, co-browse, annotate and push links or documents, all within the context of the user’s application.
- WebRTC for Enterprises and Contact Centers — Businesses can leverage a consistent SDK to embed voice and video collaboration within both mobile and Web platforms, connecting via a single gateway to existing enterprise call control platforms from Cisco, Avaya and Genesys to ensure investment protection.
- Omnichannel and Mobile Self-Service — The CaféX context bus passes customer activity across various digital channels and correlates it into newly established channels. In turn, CaféX enables seamless cross-channel escalation all within the same interaction, such as moving from a Web chat with one agent to a video call with a second agent. Relevant contextual data is utilized by the contact center for intelligent routing, callback, and other advanced call treatment. And with minimal re-programming, IVR scripts can be bypassed or rendered visually within customer-facing applications.
David Jodoin, co-founder, CTO and SVP of engineering, CaféX “As an early innovator in WebRTC, CaféX has invested heavily in developing toolkits and APIs that make it simple for businesses to add new capabilities such as video, co-browsing, and contextual engagement to application platforms. It is gratifying to be recognized by Gartner as a leader in these emerging technologies, highlighting our timely delivery of relevant solutions for enterprises focused on mobile engagement.”
Kris Hopkins, senior vice president of product and strategy, CaféX “Being recognized as a ‘Cool Vendor’ by Gartner is further evidence that CaféX’s strategy to embed contextual collaboration within enterprise applications is well aligned with marketplace needs. As developer activity around WebRTC accelerates in tandem with real-world deployments across banking, insurance, medical, retail and other sectors, the market resonates with our product. CaféX delivers real-time engagement solutions that emphasize native app integration, ensure enterprise readiness and maximize the power of digital context.”