During Microsoft Inspire 2017, taking place in Washington this year, expert communications company CafeX introduced their new service offering, “Cosmos”. Cosmos is an omni-channel approach to customer service for Microsoft Dynamics 365, which provides comprehensive mobile support for Microsoft customers. The system simplifies the process of adding “live assistance” facilities to your existing mobile apps, and you can even use it to integrate artificial intelligence options through Microsoft Dynamics.
The mobile support, plus the innovative new chatbot implementation feature provided by Cosmos, should help to reduce operational costs for businesses while differentiating them in their sectors thanks to an increased focus on exceptional customer service and support. There are even additional upgrades available which may help to boost agent efficiency.
What is “Cosmos”
Cosmos is part of the CafeX Live Assist portfolio for Microsoft Dynamics, which can be found within the Azure cloud. Designed as the ideal omnichannel service for customer care agents, the system helps to streamline customer experiences and engagement solutions, to ensure easier connections between companies and end users. Thanks to Live Assist, you can initiate live chat sessions, engage in co-browsing sessions, and deliver personalised customer service in an instant.
The co-developed service from Microsoft and CafeX generated a great deal of interest from Microsoft customers within just three months of launch, with new clients popping up in industries from healthcare to finance. Now, CafeX has also brought several new members to their Live Assist partner program too, such as brands like Hitachi, Provance, Strava, and more.
With Cosmos, CafeX can provide the enhancements that customer service agents need to really make the most out of the Live Assist platform.
The Key Features of Cosmos
Using Cosmos, customer care agents can provide personalised mobile support to their consumers and clients, through innovative and customisable software kits, ready for deployment within iOS and Android applications. With these development kits, you can create your own content engagement campaign in minutes, allowing for everything from file annotation, to live chat, and file pushing. Some of the other key benefits of Cosmos include:
- The ability to implement your own Dynamics 365 chatbots with simplified development and implementation resources. If your communication strategy involves AI, then cosmos can help you to deploy your chatbots in hours, rather than waiting weeks for technology to be employed
- When you need to make the most of your knowledge base, Cosmos users can transform their chatbots into virtual agents in Live assist, taking advantage of performance reporting features, supervisory monitoring, and skillset
- The chance to streamline customer communication when issues need to be elevated. If your customers begin talking to a chatbot and then want to request the assistance of a human agent to extend their support, you can do that instantly through Cosmos, which is a first for the Microsoft Dynamics 365 portfolio. There’s no need to switch to different channels or repeat your details to a new agent
Ultimately, Cosmos and the CafeX Live Assist portfolio gives agents and customer service professionals the chance to improve business performance and efficiency, with an unparalleled view into crucial customer information, and engagement context. You can access shortcut keys to speed up automated actions, connect vital contact records for compliance issues, and make handling multiple chat groups simpler for the average contact centre.
