Post on 26-Jan-2017
Enhancing Financial Services with the Real Time WebQuentin Kramer, CaféX
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We make Together Happen. Our software makes it simple for companies to transform online customer engagement and
workforce collaboration.
©2016 CaféX Communications | www.cafex.com|info@cafex.com
©2016 CaféX Communications | www.cafex.com|info@cafex.com
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20142015
2016
Go to market expansion
#1 digital customer engagement
Disrupt video conference market with chime
$21M Series B
Global channel expansi
on19
Global 2000
Enterprises
deploy CaféX
4xYoY
growth
TOP 3 CC vendors use caféX
74%of CC market
1st
WebRTC SDKs
6 of Top 10
Banks deploy CaféX
Announce Expand global
channels
Expand OEMs into cloud CRM providers
for pervasive
collaboration
Win EC 16Best of Show
Formed in September 2013 105 employees (NY, UK and Boston)
• 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
ERPLOBapps
Businesstools
Collaboration
Video | Voice | CC
Other
CRM
Our visionToday
Productivity
HR
ERP
LOBapps
OtherCRM
OTHER
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Personalized, Secure Banking Across Channels
Co-browse, Screen Sharing
etc.
MobileApplication
s
Online Bankin
g
Consumer
Digital Kiosk/In-Branch Virtual
Banking
Common platform across all digital channels
Securely ties client interactions over video into banks existing CC/UC infrastructure
Video,Collaboration,
Live Assistance & More
Bank
4 out of 5 of digital banking customers need support during certain key journeys and expect quick access to help
Case Study: Click-for-Care at Large Global BankTechnologyExperience
DesignData & 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
Click for Care Banking vs Traditional Calling
Case Study – Global Card Services
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Card member initiates video call
from iPad app
Call is routed based on caller status/profile,
product to agent/concierge
Account info, online activity “screen popped” to agent / concierge with video call
Enabling initial 45K platinum members with video collaboration with CC Agents via tablet App or web portal
Use Case
• 88% FCR (17% higher than voice)• Reinforce value of the card• Higher conversion rate + upsell• Higher loyalty due to
personalization• Higher agent satisfaction
Impact
• CaféX, Cisco
Technology
70+% abandonment • 40 question web
form due to Know-Your-Customer regulations
• Low closure rate• Lengthy process
1 hour call duration• Connectivity issues
common on user’s end
• Minimal app upsell• Limited time &
appetite for training
Voice-centric, siloed• 1-800 & IVR, not
integrated with station
• Merchant provides data manually
• Low FCR
Online Sales (Mini) Activation (Station) Ongoing SupportMerchant Journey for Payment Terminal Firm
Higher Online Close Rate• Embedded help• Video chat, share
& form fill• Shorten process
by days
Efficient Activation• Visual context • Show menu
build, inventory setup
• Upsell apps
It’s a Touch Away• Transformed
engagement• 30% CSAT
increase *• 5% higher
agent utilization
Integrated Support• Click-to-call,
context passed• Visual menu
replaces IVR ports• 20sec off call
handle times
CaféX Solution Portfolio Enterprise
Videosystems
Voice / UC
CC
CRM HR
Consumers#1 Omnichannel customer
engagement• In-app voice / video / chat• Co-browse, screen share• Mobile / web SDKs
collaboration core
Agents
Supervisors
#2Supervisor Assist• Real-time coaching• Multichannel
engagement
Guests / Partners#3 Pervasive video
• Video to every user• 100% browser support• Integrates with in-room
systems
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High Level ArchitectureCustomer or Partner
Employee
Media (Voice/Video)SIP HTTP
WebServer
Data
Collaboration
Infrastructure
CaféX App
Server
Enterprise ExpertCC Agent
Native App Integration & Reuse Of Existing Collaboration Infrastructure
CaféX Client Toolki
ts
Real Time Assistance Benefits
Customer• Better grasp of
customer needs• Faster problem
resolution• Interactions more
human, personable
• Avoid plugins• Authenticate once• Shorter wait times• Effective, in-person
digital assistance
AgentHigher FCR, online conversions, NPSLower agent attritionRapid, less costly deployment
Enterprise
Enterprise Video Considerations
• Broad browser (IE!) & mobile support• Integrate with existing video systems• Support but minimize A/V transcoding• Multi-party• Impaired network handling (NACK/PLI) • Adapt to changing conditions
| |
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Deployment Considerations• Integration: SDK for client and agent apps, SIP interop
and normalize media for legacy telecommunications infrastructure
• Security & Regulations: data transfer, signaling (web security), media encryption, auditing, recording
• Context passing: SIP UUI, CTI adapters for session correlation
• NAT traversal: Media + Signaling with minimal footprint
Co-Browse Considerations• Exact view of mobile apps &
websites
• Plugin-less for all browsers
• Mask sensitive information
• Low bandwidth, minimal latency
• Avoid DOM-based format issues
• Independent of voice or video
• Accompany PSTN call or web chat| |
CaféX Technology leadership1st WebRTC gateway; 1st to port to iOS & Android Live Assist® / Digital Concierge – 2014 EC Best of ShowProven mobile SDKS & Web APIs; IE & Safari Plugins3 of 5 top contact centers integrate with CaféX
Chime / Pervasive Collaboration – 2016 EC Best of ShowNow: Zero transcoding;100% browser coverage;