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.
Aceyus, Inc. specializes in data management and reporting for enterprise-level engagement centers. Through data integration and normalization, we simplify real-time reporting, historical reporting and analytics and vastly improve visibility into the customer journey. Enhanced omni-channel insight and our flexible, user-friendly reporting capabilities help businesses understand and manage their customer and agent experiences. Founded in 2002, Aceyus operates across the US with offices in Charlotte, NC, and Aurora, IL. More information is available at www.aceyus.com.
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SOURCE Aceyus, Inc.