CafeX Wins Best in Enterprise Connect
The judges single out an innovative customer care product from a new company.
This year's Best in Enterprise Connect winner, CafeX's Fusion Live Assist product, exemplifies several of the emerging trends that marked the 2014 event--innovative approaches to customer service, incorporating mobile and video into the experience.
Just how Fusion Live Assist works, and what makes it so exciting, was described by Brent Kelly in this No Jitter post last month. Brent notes that the product is already in use by some (undisclosed) financial industry customers, and is OEM'ed by Cisco.
CafeX seems to be pursuing much the same ground that Barry O'Sullivan's hot new startup, Altocloud, is working on: Capturing contextual information from contact center users, and providing this information to agents in a way that lets the agent provide more useful service. The CafeX product uses an SDK that ties the CafeX capapbilities to the application being enabled on the end user device.
And just to round out the buzzworthy facets, CafeX Fusion Live Assist uses WebRTC.
This year's Best in Enterprise Connect Finals had a little bit of everything: mobility from Samsung and AirWatch; network management from VOSS; revolutionary audio conferencing from Dolby; innovative approaches to video from Acano. The Best in EC award program has proven to be an invaluable way for us to find and highlight the absolute cutting edge in enterprise communications products--and each year, our exhibitors are raising the bar on innovation. Congratulations to all our finalists, and to our winner, CafeX.