Microsoft Selects CafeX as Preferred Omnichannel Solution Provider for Dynamics 365
CafeX Communications, a supplier of web real-time communications (WebRTC) based mobile and web engagement solutions, said it was selected as Microsoft’s preferred solution provider for real-time customer assistance within Microsoft Dynamics 365 for Customer Service. The strategic effort features a joint development roadmap as well as go-to-market collaboration to ensure ongoing and proactive integration of CafeX’s omnichannel capabilities within Dynamics 365.
Hosted in the Azure cloud, the combined solution embeds real-time customer interaction channels within Unified Service Desk and web clients for Dynamics 365. As this video shows, a customer browsing a company’s website or mobile app can tap to request live help from a service representative. The rep is passed information about the customer in advance, and during the ensuing conversation both parties are able to move seamlessly between text chat, co-browsing, voice and video collaboration to resolve issues faster. The integration allows reps to interact with customers without leaving Dynamics 365.
Remote assistance is powered by CafeX Live Assist, a WebRTC solution. Live Assist’s award-winning co-browse technology enables the rep to view the customer’s mobile app or web page from within Dynamics 365, draw annotations, push files, fill out forms and perform other remote functions within the customer’s app. And sensitive data can be hidden to protect user privacy.
Trials for the unified solution will begin in November of 2016 with general availability planned for early 2017. The initial offering will feature web chat and co-browsing, with click-to-call and video collaboration to be added in a subsequent release.
Hosted in the Azure cloud, the combined solution embeds real-time customer interaction channels within Unified Service Desk and web clients for Dynamics 365. As this video shows, a customer browsing a company’s website or mobile app can tap to request live help from a service representative. The rep is passed information about the customer in advance, and during the ensuing conversation both parties are able to move seamlessly between text chat, co-browsing, voice and video collaboration to resolve issues faster. The integration allows reps to interact with customers without leaving Dynamics 365.
Remote assistance is powered by CafeX Live Assist, a WebRTC solution. Live Assist’s award-winning co-browse technology enables the rep to view the customer’s mobile app or web page from within Dynamics 365, draw annotations, push files, fill out forms and perform other remote functions within the customer’s app. And sensitive data can be hidden to protect user privacy.
Trials for the unified solution will begin in November of 2016 with general availability planned for early 2017. The initial offering will feature web chat and co-browsing, with click-to-call and video collaboration to be added in a subsequent release.