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CafeX and Aceyus Partner to Improve Contact Center Operations

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CafeX and Aceyus Partner to Improve Contact Center Operations

February 17, 2017
By Michael Guta
Contributing Writer

Contact center operations rely on many different metrics to assess customer sentiment, which are then used to improve the services that are being delivered. One of these metrics is on the operations side, where agents are coached to be more proficient at addressing the needs of callers. A new partnership between CafeX and Aceyus (News - Alert) is going to combine contact center analytics with real-time agent coaching to provide a proactive customer service that is going to help businesses engage with the customers in a manner that is more personalized.

As part of this partnership, CafeX will be providing its real-time communication technology that brings together WebRTC and enterprise communications to unify the customer journey with an omni-channel experience by integrating today's most used touch points. The CafeX platform is going to be integrated with Aceyus, which has created an enterprise-level contact center intelligence solution.

“Aceyus is at the forefront of integrating analytics and reporting in multi-vendor environments to help businesses understand how best to engage customers. 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,” said Nick Adams, executive vice president of worldwide sales and field operations at CafeX.

The Aceyus Contact Center Intelligence Suite removes silos across systems from different vendors in which the data of the customer journey is stored. It can aggregate this information in real time with historical reporting capabilities so contact center managers can optimize performance indicators that are essential in ensuring customer satisfaction.

The reporting platform from Aceyus, along with CafeX's real-time agent coaching technology Supervisor Assist, can track the customer journey across multiple systems and devices to determine the interactions that require assistance or live agent monitoring. Agents and supervisors can come together and stop customer escalations by resolving problems before additional resources are needed. This saves contact center operations cost, and trains agents with real-world scenarios to improve their performance.

Supervisor Assist has a Web interface that lets managers view the agent's desktop and provide tips over Web chat as well as highlight items on the screen, open files and fill out forms for the agent, all during a live customer call.

“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.

The integrated solution between CafeX and Aceyus is compatible with some of the leading brand contact center operation systems, including Avaya (News - Alert) and Cisco.

Edited by Alicia Young

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