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;

Thank you.www.cafex.com