Contact center agents are the foundation of every agency’s success. Whether a contact center specializes in technical support, telemarketing, or customer care, it is crucial for organizations to ensure their agents are working at their peak performance to increase the contact center’s success rate as a whole. But what sort of tools or technology do these organizations need to achieve their goals? CafeX Communications believes a real-time agent coaching technology with integrated omni channel analytics and reporting is one of the keys to success.
A premier provider of real-time digital engagement and workforce collaboration solutions, CafeX recently announced that it has formed a strategic partnership with Aceyus, a market leader in contact center intelligence software and solutions, to help accelerate innovation and customer service in contact centers of all sizes.
Driving Contact Center Performance Through Technology
Coaching is the process of providing contact center agents with timely and immediate feedback about their performance. With the right tools and methods, coaching can be a highly effective activity that ensures all the skills and techniques that were taught to agents are competently applied during actual interactions or conversations with customers.
Supervisor Assist from CafeX, along with the Aceyus Reporting platform, can be the tools contact center managers and supervisors need to make their coaching programs more powerful. This new partnership between leading providers combines the rich data gleaned from the Aceyus Reporting platform with the robust and useful features of Supervisor Assist, CafeX's real-time agent monitoring and coaching application for contact centers.
Nick Adams, executive Vice President of worldwide sales and field operations at CafeX, had this to say about their latest partnership:
"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."
Mike Ary, President at Aceyus, also echoed the same sentiments, expressing his excitement about the new alliance:
"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. 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."
Coaching Agents to Success
Launched only a year ago, Supervisor Assist by CafeX helps create highly interactive coaching and mentoring experiences for contact center agents and other customer-facing staff. It allows contact center supervisors and/or managers to listen to, observe, and guide agents during live customer calls via a web interface. It also gives supervisors visibility into an agent's desktop, the ability to offer advice via web chat, the opportunity to use spotlight pointers to highlight areas on the agent's screen and more.
The Aceyus Reporting platform, meanwhile, brings contact center intelligence right to the fingertips of key stakeholders. It offers them the ability to capture customer journey data across multiple systems, which can then be used to identify specific interactions that require live agent monitoring and assistance. It also combines real-time and historical reporting capabilities to assist managers in optimizing key performance indicators that are crucial to boosting customer satisfaction.
With the integration of these two robust solutions (Aceyus Reporting platform and Supervisor Assist), contact center supervisors and managers--whether from large enterprises or small businesses--are in a better position to:
- Provide a more personalized and efficient coaching experience to agents
- Maximize agent skills and reduce attrition
- Pinpoint ineffective practices in the contact center
- Enhance customer service levels
- Ensure consistency of service
Well-coached agents are no doubt happier and more productive agents, which also ultimately translates into better service for the customer and an overall better customer experience. That is why organizations should take advantage of this latest offering from CafeX and Aceyus.
The Aceyus Reporting platform will be included in trials of CafeX’ Supervisor Assist. However, enterprises can choose to purchase the platform as a value-added option for Supervisor Assist for live deployments.
For more information about CafeX Communications and their comprehensive range of products and services, please visit their website.
About CafeX Communications
Cited as a Gartner Cool Vendor for Unified Communications, CafeX Communications is a premier provider of digital customer engagement and workforce collaboration solutions for enterprises. Their portfolio of products that leverage video, audio, messaging and sharing, include Live Assist for Microsoft Dynamics 365, Chime, Supervisor Assist, Live Assist Kickstart, Live Assist Short Code, and Enterprise WebRTC. CafeX also offers omnichannel integrations as well as developer toolkits for embedding real-time engagement in apps.