1. In-App Interactions Need to be Frictionless and Continuous
As mobile and web platforms proliferate, interactions between
employees and with customers are migrating from toll-free dialing and
audio conferencing to real-time collaboration within applications. The
user experience for in-app engagement, however, is often hindered by
‘friction’, such as the need to download plugins or invoke standalone
communication clients. Furthermore, in-app interactions tend not to
be correlated with the user’s profile, online activity, or other digital
context, creating discontinuity across the user journey.
Customer interactions need to be seamless across any device and
delivered within the context of an Omnichannel strategy that ties the
mobile customer experience to branch, contact center, and digital
channels.
CaféX Powers Apps With Contextual Real-Time Collaboration
As a pioneer of Web Real-Time Communications (WebRTC), CaféX has invested
heavily in developing toolkits and APIs that make it simple for businesses to
add frictionless, contextual engagement to application platforms. In just two
lines of code, companies can embed live interaction capabilities such as video
and co-browsing natively within websites and mobile applications, minimizing
the need for separate plugins and downloads. User activity is preserved across
various digital channels and correlated with the contact center to ensure a
persistent, Omnichannel experience for customers throughout the journey.
And integration with existing enterprise infrastructure ensures IT investments
are protected.
CaféX
Powers Apps
with Contextual
Live Engagement
CaféX Communications © 2015 – All Rights Reserved. www.cafex.com or @CafeXComms
Mobile and Web Apps are the New Face of Business
“Mobile is eating the world”, as analyst Benedict Evans famously stated.
According to forecasts by Statista, over 1.5 billion smartphones will be shipped
globally this year, with the number rising to almost 1.9 billion by 2018. In
response, companies are moving beyond bricks and mortar to a digitalized
service model, with new online and mobile distribution channels designed to
personalize customer experiences and enhance employee collaboration.

2. CaféX Communications © 2015 – All Rights Reserved. www.cafex.com or @CafeXComms
Enterprise Benefits AwardsHow We Fit
In-App Live Assist®
Users can launch voice
and video sessions
with experts from
within web browsers
and mobile apps. The
expert can see and
control the user’s
screen, co-browse, draw on screen to
highlight key information, fill in a form
for the user remotely, share files, and
push content such as links, images
and documents.
WebRTC for Enterprises
Businesses can leverage
a consistent SDK across
all major Web browser
and mobile (iOS, Android)
platforms to embed HD
voice (Opus) and video (H.264 & VP8)
collaboration easily within apps,
connecting via a software gateway
to existing SIP-based call control
platforms. Audio & video transcoding
and impaired network handling
ensure broad coverage.
Omnichannel & Callback
The CaféX context bus
correlates customer
application activity with
live interactions across
various digital channels
to enable seamless
cross-channel escalation, such as
moving from a web chat with one
agent to a video call with a second
agent. Relevant contextual data is
utilized by the contact center for
intelligent routing, callback, and other
advanced call treatment.
Visual IVR & Bypass
With minimal re-
programming, existing
interactive voice response
(IVR) form, menu, prompt,
choice, and audio elements
can be presented in visual format
within user applications. Dynamic
rendering ensures changes are
automatically reflected. Digital
context can also be used to bypass
the IVR and route calls directly to the
right expert.
4 Promote growth and improve
cross-sell ratios by capturing
sales at the point of customer
interaction.
4 Enhance your mobile strategy
by making existing apps more
interactive and personalized.
4 Reuse existing contact center
and collaboration infrastructure,
devices and programming logic.
4 Differentiate through customer
experience, minimizing time spent
in the IVR, avoiding long wait times
and confusing menus.
4 Enhance productivity for in-house
experts and make better use of
corporate knowledge.
4 Reduce service costs through OTT
calling, higher FCR and lower call
handling times.
2014
NORTH AMERICAN MOBILE AND WEB
CUSTOMER ENGAGEMENT SOLUTIONS
NEW PRODUCT INNOVATION AWARD
Mobile and Web SDK
Part
ner Emp
loyee
Customer
Expe
rt
Agent
Enterprise
· Live Assist
· WebRTC Gateway
· Context Engine
Web Server
HTTPS / WebSockets
SIP
Voice / Video
Endpoint
App Console
IVR System UC and
Contact Center
CRM
CaféX Solutions at a Glance