Unified Omni-Channel desktop—
the best solution for Agent efficiency & automation
CCT ContactPro® (CP) is the perfect solution for Unified Agent Desktop with Customer Service Automation in an Omni-Channel Contact Center environment. Contact-Pro® empowers agents to efficiently serve customers in today‘s demanding world of Omni-Channel communication. The state-of the-art technology solution helps to leverage existing infrastructure while decreasing contact center costs and increasing customer satisfaction.
The flexible and adoptable desktop in combination with automation and integration capabilities enables efficient services with the best available resources at the right time to deliver an excellent customer experience (CX)
Increased agent productivity
The right information for a successful customer
dialog and reduced over-head through
automation increase the agent productivity
■ Voice Integrations
Avaya Aura One Cloud
Avaya Cloud Office ACO
RingCentral (ACD/IVR)
Microsoft Teams (Direct Routing & IM Presence)
Twilio Voice & Studio IVR
Cognigy Conversational AI Bot
■ Customer Journey (graphical-tabular)
■ Agent Desktop Statistics
■ Email Management with AI Engine
■ Chat (Web/Mobile/Bot API)
■ CRM /ERP integrations
with:
ServiceNow
Dynamics
SAP
SalesForce
Hubspot
Clarify
any homegrown CRM
■ ContactPro integrated Analytics
with
Realtime Reporting / customisable Dashboard
Historical Reporting
Analytical custom Reporting
Increased customer satisfaction and CX
Consistent information through all media
channels and integration of self-service
systems with AI driven automation increase
customer satisfaction.
Optimized workflows and new services
A worklist concept and configurable functions
provide a flexible alignment with desired
workflows. It enables an easy implementation
of new services.
Inbound, outbound, call-back and any media handling
CCT ContactPro® supports blended inbound
and outbound interactions. This includes
messaging, text, WhatsApp, Facebook Messenger
a.o. including call-back from web, IVR, queue.
To optimize the customer experience CP
offers full Omni-Channel capabilities.
Omni-channel desktop solution for an outstanding customer experience (CX)
Customers want to communicate with channels they like, channels that solve their problem fast. They expect everything will work perfectly. Sometimes a quick answer in a bot dialog is what they want, while next time an agent interaction with assisted services like co-browsing would be the preferred choice to solve an issue. That means, if outstanding customer experience (CX) is an important factor in an organisation’s business strategy it will be necessary to realign people, process and technology within the organization to ensure that excellent customer service becomes the key differentiator.
