Cafex Live Assist

Cafex Live Assist

 

Improved customer experience and agent productivity

Directly within your Microsoft CRM!

 

Engage, delight and satisfy customers

Transform customer service with live chat, cobrowse, video calling and bot support on Microsoft Dynamics 365 – a brilliant omnichannel experience in websites and apps.

 

Extend the power of your CRM

As Microsoft’s preferred omnichannel provider for Dynamics 365, we provide a fully integrated experience for both customers and agents. 

Bring all digital channels together, resolving customer issues faster and creating more opportunities to sell.

Deploy on Azure directly within your CRM, giving agents a single pane of glass for optimal productivity.

Make your Dynamics 365 the single source of truth

Extend all omnichannel features available on Microsoft Dynamics 365 for Customer Service to other Dynamics 365 applications, including Sales, Field Service and Marketing. Give all your customer-facing teams the same unified external view – empowering them to generate more leads and close deals faster.

 

Switch seamlessly between channels

 

Smooth omnichannel service

Transition with context between channels, navigating effortlessly between chatbot, live chat, cobrowse, voice and video conversations.

 

Bot-assisted agent efficiency

Front-end interactions with chatbots to handle routine work, ensuring continuity if and when hand-offs are needed to live agents.

 

Great experience on any device

Provide customers with a consistent and personalized experience, whether they prefer to engage with you through your company’s website pages or mobile apps.

 

Compliant visual engagement

Our award-winning cobrowse solution allows agents to see and interact with a customer’s app or web page view, with sensitive data hidden to meet compliance regulations.

 

Features

 

Real-time customer engagement with live chat, cobrowsing and video

CaféX Live Assist for Microsoft Dynamics 365 helps representatives service internal and external customers quickly through immersive chat, cobrowse and video experiences.

 

Contextual customer information is provided prior to chat interactions, giving users a holistic preview of visitors’ history, preferences and purchases. Award-winning cobrowse technology allows agents to see and operate customers’ mobile apps and web pages, draw annotations, push files and fill out forms for faster and more effective support. Voice and video can be added to chat or cobrowsing sessions, reducing call handling times and enabling agents to train customers to self-serve. 

 

 

Chatbot integration with virtual-to-live agent escalation

Using the Microsoft Bot Framework and our simple APIs, you can easily integrate chatbots within CaféX Live Assist for Dynamics 365 to improve customer service and reduce the need for human assistance.

 

Customers can seamlessly escalate a chat session from a bot to a human agent, or vice versa without switching channels or repeating details as customer context is preserved across the journey. You can also set up chatbots as virtual agents in Live Assist to take advantage of performance reporting, supervisor monitoring and other features.

 

Live assistance features for Android, iOS mobile apps and web browsers

Provide customers with more immediate and personalized support within your company’s mobile applications and web pages.

 

Provide a consistent Live Assist experience across web or mobile applications and browsers, creating easily customizable campaigns to engage customers with relevant content. With a simple tap from their preferred mobile devices, customers can initiate live chat sessions with bots and agents. Agents can also view customers’ applications, co-navigate, draw annotations, push files and interact in other helpful ways to drive faster problem resolution.

 

Seamless user workflows within Microsoft Dynamics 365 applications

All Dynamics 365 applications users – sales, customer services, and marketing – can benefit from an expanded and unified view of chat information, pre-chat survey results, navigation history and other customer details through a single pane of glass.

 

Users can configure audible and visual notifications and timers when new chats arrive, and shortcut keys provide quick access to private messages, chat transfer and canned messages grouped by category. Agents can also associate contact records with active chats and manage multiple consecutive conversations more easily for increased efficiency.

 

Secure and compliant visual engagement

With Live Assist, personally identifiable information, such as credit card numbers, can be collected and stored independently using a PCI secure form. During cobrowse sessions, any sensitive fields or strings within the customer’s mobile app or web page can be masked. Agents can also push files securely to ensure compliance with corporate privacy policies.