• One-click coaching from any web browser
• Observe every agent’s desktop, monitor channels
• Interact via web chat, spotlight & remote desktop control
• Agent hand raise
Data-driven coaching and collaboration
with agents during live customer interactions
from any browser
1
2
• Onboard agents faster
with live mentoring
• Real-time monitoring of
agents, teams and peers
• Effective transfer
and protection of
accumulated knowledge
• Peer observation
improves agents’
customer handling skills
Reduce agent
attrition, training
costs & shrinkage
cafex.com | [email protected]
• Auto-escalation driven by real-time events, 3rd party
systems & services
• Compliance assurance, fraud detection
• Improve FCR, AHT and NPS
3
• Agent hand raise alerts
expert, limits hold time
and transfers
• Interact with agents via
chat, screen share,
spotlight, click-thru
Average handle time (AHT) decrease up to 21%
Net promoter score (NPS) increase up to 9%
First contact resolution (FCR) increase up to 11%
4
• Automatic escalation to
supervisors driven by
real-time analytics from
events, 3rd party systems
and services
Reduce fraud risk
& escalations
Increase CSAT
& loyalty
© 2017 CaféX Communications
061917B
Supervisor Assist transforms
workplace communications
From many ad-hoc, unsanctioned
expert-to-agent tools …
Live Chat
Audio
Monitoring
To one integrated, secure, efficient
and compliant experience
User
Management
Desktop
Share
Desktop
Share
AutoEscalation
Audio
Monitoring
Agent
Hand Raise
Live
Chat
Personal
Devices
Administration
About CaféX
CaféX helps leading brands transform live engagement within web and mobile applications. Trusted by many of the world’s
top banks among other Global 2000 enterprises, CaféX’s award-winning solutions create one-click collaboration experiences
that enhance customer experience and drive business results.
cafex.com | [email protected]
© 2017 CaféX Communications
061917B