CaféX Product Overview

Overview of CafeX products, including description, differentiation and customer benefits.

 CaféX Product Overview    

October 2014

1.1      Company Overview

CaféX is a leading provider of enterprise software that enhances mobile applications and websites with real-time collaboration, including video chat, co-browsing, on-screen drawing and other Live Assist® features, to increase customer satisfaction and enterprise efficiency. CaféX software also facilitates Omnichannel experiences by bridging together a company’s mix of customer touch points, allowing users to move continuously from one channel to another without repeating details each time. As customers transition between online browsing, self-service, web chat, video and other channels, user profile data and session activity are captured and presented to the enterprise in real time, facilitating intelligent routing, call back, cross-channel analytics, visual IVR and other advanced engagement. Companies can transform customer service into a personalized experience, while at the same time controlling costs and tapping the full potential of internal knowledge and experience.

CaféX was first-to-market with enterprise integration of WebRTC-enabled endpoints, was first to port WebRTC-based SDKs to both iOS and Android platforms, first to provide WebRTC support for all major browsers, and first to implement app screen sharing on tablet devices. CaféX’s WebRTC offerings are enhanced by Live Assist app screen share, annotation and file transfer technology, along with a context engine to facilitate Omnichannel and contextual engagement.

CaféX sells to enterprises both directly and through select partners as on-site deployment. CaféX is recognized as a key leader in WebRTC and mobile collaboration.

Global footprint: North America, Europe, Asia-Pacific, Australia-New Zealand, Africa, South America, Latin America

Awards

• Best of Enterprise Connect 2014 Award
• Frost & Sullivan New Product Innovation Award 2014
• 2013 Mobile Solution Provider of the Year, 7th Annual Mobile Banking & Commerce Summit
• ComputerWorld – 2012 Computerworld Honors Laureate – Collaboration
• com – 2011 Unified Communications Product of the Year Award
• Internet Telephony – 2011 Internet Telephony Product of the Year

1.2      Offering Overview

CaféX has deployments of its WebRTC-based solutions ranging from Fortune 100 financial services institutions, retail and software giants to mid-size and small business firms. CaféX also has recently signed up a number of new technology partners, including two leading contact center equipment vendors.

CaféX's WebRTC solution supports all major browsers with no plugins required for WebRTC compliant browsers. A mobile SDK for native integration with iOS & Android platforms is also available. CaféX interoperates with existing enterprise collaboration infrastructure and endpoints (Cisco, Avaya and Genesys) using server software, so enterprises can avoid equipment forklifts and upgrades. Comprehensive media support is provided, including SD audio (G.711, G.729), HD audio (Opus), audio transcoding, DTMF support, options for both H.264 and VP8 video in clients, and video transcoding. For video streams, impaired network conditions are easily handled through adaptive rate control with an API to monitor and display network quality. Signaling scales up to 4,000 sessions per server to satisfy large enterprise requirements.

CaféX's WebRTC offering is enhanced by Live Assist, its proprietary technology that enables an enterprise user to see an online visitor’s web or mobile application screen, temporarily take control to navigate for the visitor, draw on his or her screen using a simple pen tool, as well as push links, pictures and documents from a relevant knowledge base to the visitor. Live Assist is simple to set up, deploy and integrate, with only two lines of code needed for enablement on any website or mobile application.

CaféX enhances its WebRTC offering further through a context engine that passes customer online information (device, identity, location, and browsing activity) to the CTI and orchestration layer of a contact center for proper queuing, skills based routing, call back, IVR bypass and other advanced call treatment. Contextual information is aggregated across various customer interaction channels within an enterprise, enabling customers to transition smoothly from one interaction channel to another without re-entering information each time. Data across channels is stored as a unified session for actionable analytics.

CaféX delivers a full-featured platform with good SDKs and SIP integration for access into traditional telephony environments.

1.3      Future Plans

CaféX continues to develop leading edge solutions focused on enabling enterprises to accelerate business process with WebRTC. CaféX is also working on a WebRTC cloud-based platform for the SMB market to enhance online customer engagement.

1.4      Public Use Cases

JurisLink - US provider of Internet-based legal conferencing services, enabling attorneys to conduct secure video-conferences remotely with clients housed in correctional facilities. Deployed in The US Southeast.

Whitepaper: Live Assist for Mobile Customer Engagement - synopsis of steps innovative companies are already taking to craft engagement-enabled mobile applications equipped with live assistance and self-service capabilities to deliver a transformational experience and drive very high levels of customer satisfaction.

Financial Services Firms - Driving customer-centric B2C collaboration experiences for mobile banking via enhanced mobile self-service and contact center solutions, including visual IVR that extends existing VXML infrastructure to mobile applications with user data capture for contextual call routing to agents.

1.5      Analysis and Opinion

CaféX is one of the leading firms in providing WebRTC based implementations. They are working with Fortune 100 companies to deliver these solutions with success. While the company is small, the products and platforms it is delivering are based on the Thrupoint technology foundation, and provide a rich set of capabilities, including SIP integration and control that is based on carrier grade features. This combination makes CaféX a company that end user organizations should engage when considering a major project.

1.6      Key Features

Key features of CaféX software solutions include the following:

In-Application Voice, Video & Chat

1. Deployments in 6 of 10 top banks in North America with live users.
2. Supports all major browsers with no plugins required for WebRTC compliant browsers.
3. Provides a mobile SDK for native integration with iOS & Android platforms.
4. Interoperates with existing enterprise collaboration infrastructure and endpoints using server software, so enterprises can avoid equipment forklifts and upgrades.
5. Offers comprehensive media support, including SD audio (G.711, G.729), HD audio (Opus), audio transcoding, DTMF support, options for both H.264 and VP8 video in clients, and video transcoding.
6. Easily handles impaired network conditions through adaptive rate control with an API to monitor and display network quality.

Live Assist

1. Goes beyond voice and video with Live Assist®, enabling an enterprise user to see an online visitor’s web or mobile application screen, temporarily take control to navigate for the visitor, draw on his or her screen using a simple pen tool, as well as push links, pictures and documents from a relevant knowledge base to the visitor.
2. Simple to set up, deploy and integrate, with only two lines of code needed to enable Live Assist on any website or mobile application.

Omnichannel

1. Ties together various customer interaction channels within an enterprise, enabling customers to transition smoothly from one interaction channel to another (e.g. web chat to an 800 call) without re-entering information each time.
2. Observes channels and captures session information as it is created, then distributes it to other channels to insert context from previous interactions.
3. Creates joined up experience for the customer across channels.
4. Stores data across channels as a unified session for actionable analytics, providing agents and enterprise systems with historical and real-time context for each interaction.

Enterprise Contact Center Integration

1. Integrates deeply with existing contact center tools and technologies, not only connecting real-time communications, but also passing customer online information (device, identity, location, browsing activity) to the CTI and orchestration layer of a contact center for proper queuing, skills based routing, call back, IVR bypass and other advanced call treatment.
2. Exposes contact center details, such as queue length and wait time, within mobile and web applications to keep the customer updated on call progress.
3. Provides visual IVR capability through a utility library that interprets existing VXML scripts or other data sources and displays them visually within mobile applications and websites. Visual prompts and menus are dynamically rendered and automatically updated to minimize ongoing development and administration.