The Future of Intelligent Visual Collaboration

©2016 CaféX Communications | www.cafex.com|info@cafex.com
The Future of Intelligent
Visual Collaboration
Rakuten Technology
Conference 2016
22 October 2016

Expectations Are Changing Rapidly
https://youtu.be/q7V3r676XN8

Amex
video chat in tablet
app
Esurance
video claims appraisal
Nationwide Now
remote mortgage
advisor
FACTS
Mobile & Web are the new face of business
©2016 CaféX Communications | www.cafex.com|info@cafex.com3
Desk.com
live video & co-browse
Over 90% of users
would replace customer
channels with a mobile
app
Endpoints are changing
Software-based desktop video
conferencing to more than
double by 2017
Sources: Gartner, ClickFox, Frost & Sullivan

4 out of 5 of digital customers need support during
key journeys and expect quick access to help
4
Source: Forrester
Source: Mobile Banking & Payments Summit, 2015©2016 CaféX Communications | www.cafex.com|info@cafex.com

Office
Contact Center
MobileHome
Customer
Seamless & Pervasive Experiences No Matter which browser, device or app
Customer / Employee
Building the Omnichannel Experience
5
In the car

Case Study: Click-for-Care
allows customers to seamlessly transition from self-service within
mobile app to service with phone banker
TechnologyExperience
Design
Data & Business
Processes
Execution
• 50% of calls are
from mobile
phone
• Customers
authenticate 2-
4 times during
transition from
self service to
live help
• Removes big
pain points for
customers and
team members
• Seamless
omnichannel
experience
• Authentication
status passed to
agent’s desktop
• Eliminates
need for
customers to
answer “Out of
Wallet”
questions for
transactions
Source: Mobile Banking & Payments Summit, 2015©2016 CaféX Communications | www.cafex.com|info@cafex.com6

Realized Click-for-Care Benefit: SATISFACTION
7
METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care
to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with
a Phone Agent.
©2016 CaféX Communications | www.cafex.com|info@cafex.com Source: Mobile Banking & Payments Summit, 2015

Obstacles to Ubiquitous Collaboration
WebRTC & unfulfilled enterprise promises.
• Incomplete browser support; users require ALL browsers to interoperate
• Video conferencing often still requires dedicated hardware system
• WebRTC video conferencing bandwidth is all consuming
Easy enterprise collaboration remains elusive.
• Connecting remote parties to video conferencing remains difficult
Enterprise video collaboration is complex & expensive for IT.
• Architectures remains complex with:
• TURN / STUN servers in DMZ
• WebRTC signaling gateways
• Media Servers / MCUs (conferencing)
• Dedicated videoconferencing (MCU / SFU) resources are expensive (ex. transcoding)
• Video bandwidth consumption can be scary on the WAN
8 ©2016 CaféX Communications | www.cafex.com|info@cafex.com

9
CaféX makes together happen.
Our software makes it simple for companies to transform online customer
engagement and workforce collaboration.

• Communications systems are siloed from business tools
• No context
• Business adapts to communications systems
• Collaboration becomes contextual
• Core to the business
• Bridge with business tools and work flows with collab.
• Voice | Video | Messaging | Co-browse
• Drives employee productivity and customer engagement
Productivity
HR
ERP
LOB
apps
Business
tools
Collaboration
Video | Voice | CC
Other
CRM
Our visionToday
Productivity
HR
ERP
LOB
apps
OtherCRM
OTHER
© 2016 CaféX Communications | www.cafex.com | info@cafex.com | CONFIDENTIAL10

Collaboration drives satisfaction: making together happen
Business
Video
systems
Voice
/ UC
CC
CRM ERP
Consumers
#1 Omnichannel customer
engagement
• In-app voice / video / chat
• Co-browse, screen share
• Mobile / web SDKs
collaboration core
Agents
Supervisors
#2
Supervisor Assist
• Real-time coaching
• Multichannel
engagement
Guests / Partners
#3 Pervasive video
• Video to every user
• 100% browser support
• Integrates with in-room systems

Use Case : Insurers Respond Faster
to Clients
https://youtu.be/RIt_aPC-85k

Challenge
Optimize the insurance
claim and repair process
for clients involved in
automobile accidents
Use Case
Case Study: Insurance & Connected Claims
13
Benefit
Clients get cars
back 1 week or
25% faster from
body shop
Body shop connects to
loss adjuster in real-time
with mobile video
As repairer does
walk-around,
adjuster captures full
resolution digital
images remotely
Repairer & adjuster
collaborate to
discuss sourcing &
finalize settlement

Use Case : Connecting Doctors and
their Patients
https://youtu.be/s4Bmb1i_HoY

Secure authentication. No headache
of downloads or setup for patients.
Reuse existing video devices.
Share X-rays, medical records
securely.
Case Study :Video Enabled Telemedicine
Health provider expands reach to remote, under-served areas via video-enabled virtual care over
the internet
Greeted by video
concierge (waiting
room)
Patient logs on to
hospital’s web or
mobile portal
Clinician consult
via video device,
tablet or browser
Clinician
conferences in
other specialist

Use Case : Connecting Attorneys
and their Clients
https://youtu.be/p_Ay9aWTi3M

Case Study: JurisLink
“It saved me 5 hours of driving and
the travel of the interpreter.”
Kiosk for Inmate
Attorney Conference
Easier to use – no plugins,
simple camera setup, web
or mobile
Increased case efficiency
Improved safety
Challenge
Simplify & improve
access between attorney
& inmate.
Benefit
$60K/month travel
& expenses
savings per
attorney.
Use Case

Embedded collaboration engine for your applications
Easy to integrate, powerful functionality
Video
systems
Voice
/ UC
CC
Your
Application
Consumers
#1 Omnichannel customer
engagement
• In-app voice / video / chat
• Co-browse, screen share
• Mobile / web SDKs
collaboration core
Agents
Experts
#2
Supervisor Assist
• Real-time coaching
• Multichannel
engagement
Guests / Partners
#3 Pervasive video
• Video to every user
• 100% browser support
• Integrates with in-room systems

Rapid App Integration
Simple integration to mobile and web applications
Objective-C
• Include Live Assist Framework
JavaScript
• On every supported page:
CaféX Communications Confidential © 2014 – All Rights Reserved. 19
// the single line to start the Live Assist SDK
[LiveAssistSDK startSupport: @”support.cafex.com” agent: @”support-
queue”];

Use Case : Collaboration Inside
the Enterprise

Video Based Collaboration
21
Complex &
expensive
Inefficient resource utilization
Complex DMZ architecture
Pain to install & manage browser
updates
Expensive (transcoding, MCUs..)
High friction
experience
Install plugins
(e.g.WebEx/Skype…)
Not all browsers supported
No interoperability
Still not easy

The Vision: Ubiquitous, Seamless, Scalable Collaboration
Reach everyone!
(mobile & web)
Quick to start
Essential collaboration
• Voice, video & chat
• Document & presentation
sharing
Beautifully intuitive
Connect simply to pre-
existing Telepresence Simplicity. Powered by a bit of magic.

CaféX Chime
https://youtu.be/bY7vNtaTfmw

WebRTC
• 1st Android, iOS and Windows
(native)
• 1st ALL browsers
• VP8, H.264, transcoding
• Impaired network handling
Magic with Chime
• Zero transcoding
• All browsers supported
• Nothing in the DMZ
• Nothing to install, auto-updates
Live Assist® & Co-Browse
• 1st on mobile apps
• 1st CC integration
• No DOM formatting issues
• 2 lines of code
Technology Leadership
24 ©2016 CaféX Communications | www.cafex.com|info@cafex.com
Enterprise On-Ramp
• 1st WebRTC SIP gateway
• Scales to 4K sessions/server
• Adapters for UC & CC
vendors

25
Making together happen.

The Future of Intelligent Visual Collaboration

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to The Future of Intelligent Visual Collaboration

Similar to The Future of Intelligent Visual Collaboration (20)

More from Rakuten Group, Inc.

More from Rakuten Group, Inc. (20)

Recently uploaded

Recently uploaded (20)

The Future of Intelligent Visual Collaboration