CafeX Reveals "Cosmos" Their Latest Microsoft Dynamics 365 Solution

• Mobile customer support thanks to software kits that can be dropped into iOS and Android applications. This enables agents to offer customised content engagement campaigns, remotely interact with visitor apps through co-navigation, and chat live with app users.
• Live Assist developer tools that simplify the task of implementing chatbots within Dynamics 365, with deployment minimised to a number of hours instead of days.
• Continuity from chatbots to live agents, allowing customers to escalate bot interactions to skilled human agents without the need to switch to alternate channels or repeat details to an agent - leading to lower abandonment rates and quicker resolution times.
• The ability to use chatbots as virtual live agents within Live Assist, taking advantage of supervisor monitoring, knowledge base access, performance reporting, and various other features.
• Usability improvements in Dynamics 365 which boost agent efficiency with an expanded view of context for customers. Agents can receive visual and audio notifications, use shortcut keys for actions, access grouped and canned messages, and associate contact records with active chats while handling multiple chats easily.

According to the chief executive and president at CafeX, Rami Musallam, since the launch of Live Assist for Dynamics around three months ago, Microsoft partners and businesses have been searching for stronger omni-channel solutions to improve agent efficiency and customer experience. The new Cosmos version will be a significant service in CafeX's joint strategy with Microsoft, focused on delivering intelligent, real-time customer experience technology.