The Omni-Channel Architects
Perfect Solutions for Call Center, Automation and Office Communication
Carefully selected systems and long-lasting partnerships enable CCT to implement reliable communication solutions. Whether it is a completely new system or an extension with CCT you get a robust solution that scales and is designed for future requirements.
Call Center Solutions
Scalable Omni-Channel Platform
CCT’s individually developed and designed systems for innovative customer dialog are based on the robust Avaya call center platforms EMC, AIC and Oceana. In combination with CCT ContactPro® we build solutions that fulfil customer expectation and optimize cost.
Intelligent Omni-Channel Desktop
Connect Customer, Automation and Agent
CCT ContactPro®(CP) combines the intelligent agent desktop with automation in the omni-channel contact center. CP offers flexible inbound and outbound multimedia functionality and provides innovative agent support. The flexible configuration allows precise adjustment to optimize results.
Conversional Automation
Smart Customer Interaction with Automation
Bot applications interact with the client. To allow a smooth dialog transfer to the agent they need also a link to the desktop. CCT ContactPro® is designed to bring the bot dialog to the agent. Whether chat-bot or voice-bot with speech recognition, CCT has the right automation solution for your organization.
Outbound and Callback
Active Customer Interactions
Valuable customer relationships happen through bidirectional activities. Controlled callback and intelligent proactive outbound campaigns are examples for these activities. The intelligent desktop handles active communication and can switch or blend between inbound and outbound transactions.
UC and UCC
Office Communication and Collaboration
Office communication with integrated tools for collaboration is the key for digital transformation. This includes multi media conferencing and concepts for home offices. A connection between call center and office communication supports expert dialogs and first time call resolution.
WFO /WFM and Analytics
Resource Planning - Understand the Customer
Employee planning and resource management in combination with the analytics of the customer transactions are the perfect basis to improve the customer experience (CX). It allows to specifically improving processes to increase the satisfaction of the customer and of the service representative.
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