CafeX plans broad Microsoft Dynamics 365 integration for omnichannel customer engagement

Microsoft has selected CafeX Communications, a provider of WebRTC-based mobile and web engagement solutions, to be its preferred omnichannel customer service solution provider for Microsoft Dynamics 365.

The companies are working together to develop a roadmap as well as a go-to-market collaboration to ensure ongoing and proactive integration of CafeX's omnichannel capabilities within Dynamics 365.

Hosted in the Azure cloud, the joint solution embeds real-time customer interaction channels within Dynamics 365's Unified Service Desk and web clients, according to company officials.

CafeX's Live Assist embeds real-time assistance in websites and mobile apps to help customer service representatives connect with customers live to resolve issues more quickly, without leaving Dynamics 365. The immersive solution extends in-app live assistance to customers, who can interact with service representatives via text chat, co-browsing, click-to-call, and face-to-face video collaboration, officials said.

"We've been working with Microsoft for the last eight to nine months," says CafeX's chief marketing officer Sajeel Hussain. "Microsoft is a leading CRM player but one of the gaps they had in their portfolio was this rich collaboration capability offered as a part of Dynamics. With this collaboration, the CafeX capabilities are now immersively integrated into the Dynamics solutions set."

With a joint solution, agents who use Dynamics 365/CRM no longer have to leave their agent consoles to go to chat consoles to chat with customers, he says.

The vision was to offer an immersive experience to agents so that they have all the information at their fingertips, between the omnichannel components coming from CafeX as well as well as ...