in a new world – at work and play –intelligent visual engagement is key

©2016 CaféX Communications | www.cafex.com|[email protected]

The Future of Intelligent Visual Collaboration

Rakuten Technology Conference 2016

22 October 2016

Expectations Are Changing Rapidly


https://youtu.be/q7V3r676XN8

Amex video chat in tablet

app

Esurancevideo claims appraisal

Nationwide Nowremote mortgage

advisor

FACTS

Mobile & Web are the new face of business


Desk.comlive video & co-browse

Over 90% of users would replace customer channels with a mobile app

Endpoints are changingSoftware-based desktop video conferencing to more than double by 2017

Sources: Gartner, ClickFox, Frost & Sullivan

4 out of 5 of digital customers need support during key journeys and expect quick access to help

4

Source: Forrester

Source: Mobile Banking & Payments Summit, 2015©2016 CaféX Communications | www.cafex.com|[email protected]

Office

Contact Center

MobileHome

Customer

Seamless & Pervasive Experiences No Matter which browser, device or app

Customer / Employee

Building the Omnichannel Experience

5

In the car


Case Study: Click-for-Careallows customers to seamlessly transition from self-service within mobile app to service with phone banker

TechnologyExperience Design

Data & Business Processes

Execution

• 50% of calls are from mobile phone

• Customers authenticate 2-4 times during transition from self service to live help

• Removes big pain points for customers and team members

• Seamless omnichannel experience

• Authentication status passed to agent’s desktop

• Eliminates need for customers to answer “Out of Wallet”questions for transactions

Source: Mobile Banking & Payments Summit, 2015©2016 CaféX Communications | www.cafex.com|[email protected]

Realized Click-for-Care Benefit: SATISFACTION

7

METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone Agent.

©2016 CaféX Communications | www.cafex.com|[email protected] Source: Mobile Banking & Payments Summit, 2015

Obstacles to Ubiquitous Collaboration

WebRTC & unfulfilled enterprise promises. • Incomplete browser support; users require ALL browsers to interoperate• Video conferencing often still requires dedicated hardware system• WebRTC video conferencing bandwidth is all consuming

Easy enterprise collaboration remains elusive. • Connecting remote parties to video conferencing remains difficult

Enterprise video collaboration is complex & expensive for IT. • Architectures remains complex with:

• TURN / STUN servers in DMZ• WebRTC signaling gateways • Media Servers / MCUs (conferencing)

• Dedicated videoconferencing (MCU / SFU) resources are expensive (ex. transcoding)• Video bandwidth consumption can be scary on the WAN

8 ©2016 CaféX Communications | www.cafex.com|[email protected]

9

CaféX makes together happen.Our software makes it simple for companies to transform online customer

engagement and workforce collaboration.


• Communications systems are siloed from business tools

• No context

• Business adapts to communications systems

• Collaboration becomes contextual

• Core to the business

• Bridge with business tools and work flows with collab.

• Voice | Video | Messaging | Co-browse

• Drives employee productivity and customer engagement

Productivity

HR

ERP

LOBapps

Businesstools

Collaboration

Video | Voice | CC

Other

CRM

Our visionToday

Productivity

HR

ERP

LOBapps

OtherCRM

OTHER

© 2016 CaféX Communications | www.cafex.com | [email protected] | CONFIDENTIAL10

Collaboration drives satisfaction: making together happen


Business

Videosystems

Voice / UC

CC

CRM ERP

Consumers#1 Omnichannel customer

engagement• In-app voice / video / chat• Co-browse, screen share• Mobile / web SDKs

collaboration core

Agents

Supervisors

#2

Supervisor Assist• Real-time coaching• Multichannel

engagement

Guests / Partners#3 Pervasive video

• Video to every user• 100% browser support• Integrates with in-room systems

Use Case : Insurers Respond Fasterto Clients


https://youtu.be/RIt_aPC-85k

ChallengeOptimize the insurance claim and repair process for clients involved in automobile accidents

Use Case

Case Study: Insurance & Connected Claims

13

Benefit

Clients get cars back 1 week or 25% faster from body shop

Body shop connects to loss adjuster in real-time

with mobile video

As repairer does walk-around,

adjuster captures full resolution digital images remotely

Repairer & adjuster collaborate to

discuss sourcing & finalize settlement


Use Case : Connecting Doctors and their Patients


https://youtu.be/s4Bmb1i_HoY

Secure authentication. No headache of downloads or setup for patients.

Reuse existing video devices.Share X-rays, medical records

securely.

Case Study : Video Enabled Telemedicine

Health provider expands reach to remote, under-served areas via video-enabled virtual care over the internet

Greeted by video concierge (waiting

room)

Patient logs on to hospital’s web or

mobile portal

Clinician consultvia video device, tablet or browser

Clinician conferences in other specialist


Use Case : Connecting Attorneys and their Clients


https://youtu.be/p_Ay9aWTi3M

Case Study: JurisLink


“It saved me 5 hours of driving and the travel of the interpreter.”

Kiosk for Inmate

Attorney Conference

Easier to use – no plugins, simple camera setup, web or mobileIncreased case efficiencyImproved safety

ChallengeSimplify & improve access between attorney & inmate.

Benefit

$60K/month travel & expenses savings per attorney.

Use Case

Embedded collaboration engine for your applications


Easy to integrate, powerful functionality

Videosystems

Voice / UC

CC

YourApplication

Consumers#1 Omnichannel customer

engagement• In-app voice / video / chat• Co-browse, screen share• Mobile / web SDKs

collaboration core

Agents

Experts

#2

Supervisor Assist• Real-time coaching• Multichannel

engagement

Guests / Partners#3 Pervasive video

• Video to every user• 100% browser support• Integrates with in-room systems

Rapid App Integration

Simple integration to mobile and web applications

Objective-C• Include Live Assist Framework

JavaScript• On every supported page:

CaféX Communications Confidential © 2014 – All Rights Reserved. 19

// the single line to start the Live Assist SDK[LiveAssistSDK startSupport: @”support.cafex.com” agent: @”support-queue”];

Use Case : Collaboration Inside the Enterprise


Video Based Collaboration

21

Complex & expensiveInefficient resource utilization

Complex DMZ architecture

Pain to install & manage browser updates

Expensive (transcoding, MCUs..)

High friction experience Install plugins (e.g. WebEx/Skype…)

Not all browsers supported

No interoperability

Still not easy


The Vision: Ubiquitous, Seamless, Scalable Collaboration


Reach everyone! (mobile & web)

Quick to start

Essential collaboration • Voice, video & chat

• Document & presentation sharing

Beautifully intuitive

Connect simply to pre-existing Telepresence Simplicity. Powered by a bit of magic.


CaféX Chime

https://youtu.be/bY7vNtaTfmw

WebRTC• 1st Android, iOS and Windows

(native)• 1st ALL browsers• VP8, H.264, transcoding• Impaired network handling

Magic with Chime• Zero transcoding• All browsers supported• Nothing in the DMZ• Nothing to install, auto-updates

Live Assist® & Co-Browse• 1st on mobile apps • 1st CC integration• No DOM formatting issues• 2 lines of code

Technology Leadership

24 ©2016 CaféX Communications | www.cafex.com|[email protected]

Enterprise On-Ramp• 1st WebRTC SIP gateway• Scales to 4K sessions/server• Adapters for UC & CC

vendors


Making together happen.

in a new world – at work and play –intelligent visual engagement is key

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