2014, so far, has been a pretty big year for CafeX Communications. Its product line is already winning some major awards, and now, the latest honor to grace CafeX Communications' trophy rack has arrived. The company will be landing the Frost & Sullivan 2014 North American New Product Innovation Award in the category of Mobile and Web Customer Engagement Solutions, and will receive said award during the Frost & Sullivan Awards Banquet set for July 15 in Boston.
As for what netted CafeX Communications the honors from Frost & Sullivan, Frost & Sullivan noted several points CafeX could offer, including “...contextual mobile collaboration through a portfolio of solutions designed to bridge the gap that occurs when customers and enterprise personnel interact and need actionable information.”
That alone was a telling point, but it carried on from there. Frost & Sullivan touched on points like return on investment (ROI), value-added features of the solutions offered, and even total innovation the product could offer. More specifically, the company was noted for product innovation thanks to its Fusion Live Assist, which allowed for easier connection between the enterprise and contact centers via several methods including single-click voice and video call capability, as well as screen sharing and co-browsing. Fusion Palettes also got a notice thanks to its ability to provide contact centers with a variety of informative points about the customer ranging from profile data to geographical location for easier use in projects from cross-channel analytics to the simple call back function.
As for ROI, CafeX could help to improve customer loyalty, thus potentially triggering more purchases, or use of services, from the customer later on. CafeX's work could also serve to complete more customer service calls on the first try, which is a big bonus in terms of customer reaction. In terms of value-added features, CafeX boasts the ability to easily switch between channels, allowing a call to move easily from one agent to another based on qualifications or medium, and the potential to open up new breeds of sales contact like video consultation or even the concierge-style service that's become popular with higher-end clients.
This isn't the first time that CafeX has received praise for its work, either; back in March, the company took home the 2014 Product of the Year award from Enterprise Connect for its Fusion Live Assist solution. What's more, CafeX will be at the upcoming Healthcare Focus event as part of a panel called “Delivering Remote Patient Care with WebRTC”, set to run June 18 from 9:10 to 9:50 AM Eastern time. In that panel, CafeX's director of sales engineering, Bruce Marler, will be joined by other names in the industry to discuss how Web-based real time communications (WebRTC) can be put to work in the healthcare field, particularly in terms of getting patients access to specialties that aren't in a patient's immediate geographic area. A key example of this might be found from InTouch Health, who got FDA approval for a remote stethoscope app.
It's clear that CafeX Communications has quite a bit to offer in this space. Between the sheer number of accolades it's taken late, its impressive product line, and its potential to do still more in the field as represented by its upcoming stint at Healthcare Focus, there's likely to be plenty of reason ahead to watch CafeX Communications.