CafeX Communications® introduced the CafeX Engagement Platform, a cloud-based offering that significantly lowers the barriers to entry for organizations seeking to implement communications platform as a service (CPaaS). Several leading customers have deployed the platform, with general availability scheduled for April 2019.

The platform builds on CafeX’s rich history of integrating video conferencing, cobrowsing, live chat and full omnichannel solutions within business applications for customer engagement and workforce collaboration scenarios.

CPaaS is growing rapidly, recognized for providing businesses with a more cost effective, accelerated means of building custom communications services that fit within existing applications. Even with CPaaS, however, development teams often need to allocate significant resources for activities such as call flow scripting and user interface design. Developers also typically need to work with multiple application programming interfaces (APIs), one for each service type.

The CafeX Engagement Platform provides all the benefits of CPaaS but dramatically simplifies the path to market for embedded communications. Instead of separate APIs for voice, video, cobrowsing, recording and other services, a single REST API is used to implement the platform. The appropriate communications capabilities, participants and branding requirements can all be easily configured with minimal coding.

For styling and design on the client side, a single software development kit (SDK) enables reusable HTML tags that can be simply dropped into websites and mobile applications. Pre-built design templates are also provided for quick startup and testing, customizable to meet user interface requirements.

Key Features & Benefits

• One platform, many use cases: Embeddable communications capabilities include voice, video, cobrowse, screen share, live chat and recording, all highly relevant for both omnichannel customer engagement and workforce collaboration scenarios across vertical industries.
• Faster time-to-market: One API, pre-built UI designs and a configuration-over-code approach all reduce development effort required to embed communication experiences in apps and websites as well as integrate with third party services.
• Flexible, scalable, affordable cloud deployment: Hosted in the CafeX cloud with support for both multi-tenant and private instances, the platform enables companies to activate one or more capabilities based on business demands, then scale up at their own pace, paying only for services used on a subscription basis.
• Turnkey applications available out of the box: Built on the platform, several packaged applications are also ready for fast rollout, including CafeX Live Assist for Microsoft Dynamics 365 to facilitate omnichannel engagement, CafeX Meetings for online conferencing and CafeX Spaces for outcome-driven collaboration in virtual rooms.

“We couldn’t be more excited to announce the launch of our cloud-based platform, which represents the culmination of years of experience working with top global brands”, said Sajeel Hussain, chief strategy officer for CafeX. “Whether it’s our Azure-hosted integration with Microsoft Dynamics 365, or the embedded collaboration experiences we’ve enabled for many Fortune 500 companies, these learnings have been brought together to deliver a single platform that puts the needs of the business first with a relentless focus on simplicity, flexibility and scalability.”

“Market demand for CPaaS is growing as organizations look to deploy new communications services that reduce friction for customers and strengthen workforce productivity”, said Michael Brandenburg, industry analyst at Frost & Sullivan. “Componentized solutions that accelerate or even minimize the need for software development are a major step in the right direction in enabling services that are better oriented to meet business workflow objectives.”

About CafeX Communications

CafeX is a leading provider of communications platform as a service (CPaaS) solutions for top brands around the world. Our engagement platform in the cloud makes it effortless for organizations to embed communication capabilities within business applications. We provide a low barrier to entry for companies looking to accelerate business performance by creating frictionless and personalized digital experiences for customers, employees and teams.

To learn more about the CafeX, please visit http://www.cafex.com.