February 9th, 2017
ANNOUNCING: Aceyus Forms Strategic Partnership with CafeX
Supervisor Assist Pairs with Aceyus Reporting Platform for Robust Real-time Functionality
Aceyus announced today its strategic partnership with CafeX, a premier provider of mobile and web live engagement solutions. Both organizations are dedicated to providing rich omni channel engagement solutions that help businesses better serve their customers. The new strategic and reseller relationship will enhance offerings for both Aceyus and CafeX, enabling them to advance their respective missions while expanding their market presence.
Supervisor Assist: Aceyus’ specialization in data management and reporting has primed them to partner with CafeX in delivering powerful reporting and analytics for the Supervisor Assist solution. Combining the rich data from the Aceyus Reporting platform with the robust functions of Supervisor Assist will significantly improve customer experiences.
Capturing data from Supervisor Assist and combining it with other key ACD metrics will provide powerful insight into the agent experience, enabling more enhanced, real-time coaching and proactive guidance for specific types of interactions linked with the customer journey and profile information. “Aceyus will collect the already comprehensive data available for both supervisors and agents in Supervisor Assist, and feed it back into our reporting and analytics platform to enable reporting, alerts and other proactive support measures for agents that need assistance in real time,” says Mike Ary, Vice President of Business Development at Aceyus.
Expanding Customer Base: While the Aceyus platform is primarily used in complex, enterprise-level environments, the CafeX customer base is wide-ranging. The CafeX partnership aligns well with Aceyus’ new efforts to extend its robust reporting capabilities to mid-size and small businesses.
Ary says, “Aceyus is excited that the class-leading functionality we have provided for the past decade to its Enterprise customers is now available to all customers regardless of their size. The CafeX solution provides the key data we need to empower our customers through a diverse set of reports, dashboards and analytics.”
Enhanced Offerings as Resellers: The new reseller relationship will meet the demand for real-time engagement monitoring with solutions that merge CafeX’s real-time interaction technologies with Aceyus’ robust reporting capabilities. Both companies’ solutions are fully interoperable with Cisco, Avaya and Genesys platforms so enterprises can easily integrate solutions like Supervisor Assist into existing infrastructure.