At “Microsoft Inspire” CafeX revealed the release of the latest version for their omni-channel customer solution for Microsoft Dynamics 365, known as “Cosmos”. Cosmos will deliver mobile support, making it easier for businesses to introduce live assistance solutions to their mobile applications. Using Cosmos, companies will be able to easily integrate their AI strategies within the Microsoft Dynamics System, through a “Bring your own chatbot” approach, improving customer service and limiting operational costs. User enhancements are also available to improve the efficiency of agents.
CafeX Live Assist and Cosmos
The CafeX Live Assist service for Microsoft Dynamics 365 is hosted within the Azure cloud and has been co-engineered by both Microsoft and CafeX as the preferred omni-channel service for Dynamics 365. The system gives customer care agents a more integrated experience for creating content engagement solutions for online visitors so that they can chat live, and use co-browsing to remotely interact with visitor web and mobile applications. Overall, the system provides a more personalised service at anytime, anywhere.
Just 90 days since its launch, the co-developed option attracted significant interest from Microsoft customers, with plenty of engagement from the financial, healthcare, and retail industries. CafeX has also gathered almost 100 members for its “Live Assist for Dynamics 365” partner program, including brands like Strava Technology Group, Provance, Hitachi Solutions, and CRM Innovation.
What to Expect from Cosmos
Cosmos will give organisations a range of Live Assist boosts within the Microsoft Dynamics 365 system for customer service, including:
- 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.
