Dear Valued Customer:
This announcement serves as your formal notification that CaféX is discontinuing its Fusion Palettes product, effective immediately.
This end-of-life product will no longer be sold, marketed or developed by CaféX. The end-of-support date has yet to be determined, meaning active customer installations will continue to be serviced according to the terms of each contract with regard to product availability and support.
Fusion Palettes is software that passes contextual information from online applications to contact center servers and other enterprise infrastructure. Palettes has helped power a number of use cases, including:
- IVR bypass: when a user clicks to initiate a call from within a web or mobile application, the user’s profile, online activity and other data are passed to the contact center to facilitate intelligent routing of the call instead of the user interacting with the IVR system
- Visual IVR: VXML and other contextual data from the contact center can be converted into dynamic visual interfaces in real time within a user’s web or mobile application
- Virtual hold and statistics: While a user is on a service call, important statistics such as position in queue and estimated wait time are relayed to the user’s mobile or web application. Rather than wait on the line, the user can also request a call back from an agent when the initial call reaches the top of the queue.
If you have any questions or need assistance selecting alternative products, please contact your CaféX sales or partner representative.
Chief Technology Officer