CafeX Communications®, a leading supplier of real-time digital engagement solutions, announced that it has signed a strategic partnership agreement with Aceyus, a global leader in enterprise-level contact center intelligence solutions. This relationship helps businesses of all sizes improve customer service through proactive agent coaching informed by rich analytics.
The partnership extends the robust Aceyus Reporting platform for omnichannel analytics and reporting to Supervisor Assist, CafeX’s real-time agent coaching technology. Aceyus’ ability to capture customer journey data across multiple systems can be acted upon to determine which customer interactions require live agent monitoring and assistance. Event-driven engagement between supervisors and agents helps to pre-empt customer escalations. Supervisors also have access to rich reporting in order to coach agents towards more personalized and efficient service experiences.
The tightly integrated solution is compatible with leading contact center systems. Standardized, easy-to-deploy packages are available for Avaya and Cisco based contact centers, along with configurable options for Genesys and cloud-based platforms.
The partnership is impactful for large enterprises down to small businesses, due to higher customer satisfaction scores and lower transaction costs driven by increased agent effectiveness. CafeX will include the Aceyus Reporting platform in trials and pilots of Supervisor Assist. For live deployments, enterprises can purchase the leading contact center intelligence platform as a value-added option for Supervisor Assist.
“Aceyus is at the forefront of integrating analytics and reporting in multi-vendor environments to help businesses understand how best to engage customers,” said Nick Adams, executive vice president of worldwide sales and field operations at CafeX. “Supervisor Assist complements this centralized intelligence with remote agent mentoring from any browser in order to increase first call resolution, quality assurance and other key metrics that drive contact center performance.”
“Today, Aceyus monitors more than 300,000 agents in the field. Integration with Supervisor Assist will allow our clients to effectively mentor and coach agents, accelerate training, and enhance performance,” said Mike Ary, president at Aceyus. “In addition, the solution is extremely flexible, ensuring consistency across multiple platforms from leading contact center vendors. We’re proud to join forces with CafeX, which has an outstanding reputation for delivering robust solutions that enhance communications and streamline omnichannel engagement.”
Supervisor Assist provides managers with a web interface to observe and guide agents during live customer calls. The supervisor can see the agent’s desktop, drop helpful tips over web chat, highlight areas on the agent’s screen and click to open files or fill out forms on the agent’s behalf. For information about Supervisor Assist and CafeX’s portfolio of digital engagement solutions, please visit www.cafex.com.
The Aceyus Contact Center Intelligence Suite is an omnichannel analytics, reporting, and contact management platform designed to help businesses harness the power of customer journey data often held in separate silos across systems from different vendors. Its aggregation of real-time and historical reporting capabilities assists contact center managers in optimizing performance indicators that are key to customer satisfaction.