Accelerate your outbound business with an open unified agent desktop
Digital transformation and automation as well as a change in customer expectation drives the change in outbound oriented communication with clients. Dedicated outbound centers with their traditional measurements will still be around for a while, but value oriented customer communication will need a smart and integrated approach - particularly for outbound activities. The agent desktop has a key role to drive results in your Avaya outbound solution.
From Callback to Multimedia Outbound Campaign
Customers that just want to postpone the conversation, need a smart follow-up process. A clever and efficient management of call-backs helps to optimize results and to increase customer satisfaction. For outbound campaigns the flexible integration of CRM/ERP applications and knowledge base systems offers a strong support for the agent. The scripting tool provides all necessary information and guidance for a successful interaction. The CCT ContactPro® desktop is certified for the Avaya Aura® Experience Portal.
Connects to Avaya POM
ContactPro POM module integrates with the Avaya POM on the experience portal (EP) to manage:
Preview campaigns
Predictive campaigns
Progressive campaigns
Blending and non- blending mode
Flexible control of blending options on team or group level and for selected channels based in dependency of the service level.
CRM Information based on dialer record data
Based on the dialer record information ContactPro can display information from one or several CRM/ ERP system(s) and / or provide know-ledge base instructions for better support of the agent.
Powerful scripting tool
Generation, set-up and editing of scripts can be done via web-browser or through the ContactPro Manager. CP-Scripter offers 4 different types of answers: text, number, date time and database query. Excel style feature to calculate numbers in the script. Easy to use database querry to get additional information.
Build for Avaya
CCT ContactPro® for Avaya Proactive Outreach Manager (POM) is a scalable desktop solution integrating the features for outbound telephony with Avaya POM into an omni-channel agent desktop with ContactPro for Avaya AES, ContactPro for Avaya Elite Multichannel EMC, ContactPro for Avaya Interaction Center AIC and Avaya Breeze/Oceana Platform. ContactPro for POM expands the CP-Desktop to support Avaya POM Agents in outbound campaigns. The CP outbound module supports all POM dialing modes like preview, pro- gressive and predictive campaigns.
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