Services and Support
We work it out, so you don’t have to.
From cost of operation to investment expenditure, we support your business requirements
Our experienced consulting and integration teams design projects for customer-oriented communication in correspondence with the latest and best available technology. They use best practise to optimize available systems and to implement solutions for innovative customer-service. CCT omni-channel architects’ deliver integrated call center and automation applications to improve productivity and to increase the customer experience (CX).
Consulting
The key to the success of a communication project lies in the holistic and networked view of the task with extensive expertise and many years of experience. We at CCT have learned to plan innovatively without losing sight of what is feasible and rely on long-term partnerships with our customers. Customer satisfaction is an essential success criterion for our actions. We support you in developing new ideas in customer communication and optimizing processes. Together with our clients, we analyze the situation, the current and future business requirements, the processes as well as the requirements for the employees and the infrastructure. Then we plan the most suitable solution for you - tailored to your individual requirements.
Project Management
• Understand
CCT project managers combine technical understanding with competence in managing and controlling integration projects. They ensure that implementation is completed on time and on budget.
• Structured
At the beginning there is the documentation. All steps are documented and are coordinated for implementation.
• Methods Expertise
Our specialists are project managers certified according to "Prince2 and PMI" and ensure transparent work and coordination processes, the basis for successful project implementation.
• Interface
Project managers are also client managers. The represent the interest of the customer to achieve a win-win oriented implementation of the project.
Implementation
Integration and Operation
- Scalable Platform
- Modular Middleware
- Avaya Integration
- WFO/ WFM Analytics
- CRM / ERP
- IVR/Callback/Outbound
- Unfied Communication
Solutions that fit
CCT ContactPro®, the Avaya portfolio and components from selected partners enable us to implement reliable and scalable applications. Our individually adapted solutions create optimal connections between existing systems and new components. A modular architecture and a flexible licencing model enable activation of innovative functions and services, as required.
Agent DesktopTailored Interactions
CCT ContactPro® enables the implementation of flexible omni-channel contact centers by intelligently linking agent workstations, communication infrastructure, machines and databases. The open architecture of the middleware provides interfaces for social media services like WhatsApp. With the modular software CCT ContactPro® we design efficient and tailor-made solutions for customer dialogue with integrated automation.
Platform for Call Center and UC
Based on the Avaya communication infrastructure and the modular ContactPro® software system, CCT implements powerful call center and UC / UCC solutions. Avaya and CCT have a long partnership with many joint customer projects. The support processes are coordinated for smooth operation and certified CCT architects ensure the optimal technical implementation of the projects.
Optimize resources
Employees are the most valuable, but also the most cost-intensive resource in your company. It is therefore important to carry out precise and flexible personnel assignment planning that supports planners, agents and supervisors in day-to-day business. Our WFM / WFO solutions provide all the data for optimized personnel deployment and for training and further education as well as analyzes to improve the customer experience (CX).
Flexible Connection of Databases
The effective processing of customer inquiries requires that employees can access information from a wide range of company solutions. The integration of ERP and CRM systems is a task for specialists. With a broad portfolio of validated solutions and interfaces, CCT is able to guarantee data exchange for all applications. CCT’s implementation specialists have a strong track record in database integration and interface addoption.
Automated Dialogues
Waiting or being called back, being selectively connected by preselection, doing simple tasks quickly with the machine, these are the advantages of an intelligent IVR solution. Our systems and applications support the active customer dialogue from voice control via CallBack up to the outbound campaign to increase the "Customer Experience". CCT experts help clients to build the most effective blending strategies to optimize resources.
Integrated Office Communication
Tailor-made office communication with integrated tools for efficient collaboration simplifies many processes and is a central component on the path to digital transformation. Communicate regardless of location, application, or device. Whether telephony, messaging, conferencing or chat, our selected platforms offer flexible options and are prepared for the future. We operate UC & UCC solution on premise as well as in the cloud.
Reliable and flexible integration and operation, from consulting to support
Solutions that fit
CCT ContactPro®, the Avaya portfolio and components from selected partners enable us to implement reliable and scalable applications. Our individually adapted solutions create optimal connections between existing systems and new components. A modular architecture and a flexible licencing model enable activation of innovative functions and services, as required.
Tailored Interactions
CCT ContactPro® enables the implementation of flexible omni-channel contact centers by intelligently linking agent workstations, communication infrastructure, machines and databases. The open architecture of the middleware provides interfaces for social media services like WhatsApp. With the modular software CCT ContactPro® we design efficient and tailor-made solutions for customer dialogue with integrated automation.
Platform for Call Center and UC
Based on the Avaya communication infrastructure and the modular ContactPro® software system, CCT implements powerful call center and UC / UCC solutions. Avaya and CCT have a long partnership with many joint customer projects. The support processes are coordinated for smooth operation and certified CCT architects ensure the optimal technical implementation of the projects.
Optimize resources
Employees are the most valuable, but also the most cost-intensive resource in your company. It is therefore important to carry out precise and flexible personnel assignment planning that supports planners, agents and supervisors in day-to-day business. Our WFM / WFO solutions provide all the data for optimized personnel deployment and for training and further education as well as analyzes to improve the customer experience (CX).
Flexible Connection of Databases
The effective processing of customer inquiries requires that employees can access information from a wide range of company solutions. The integration of ERP and CRM systems is a task for specialists. With a broad portfolio of validated solutions and interfaces, CCT is able to guarantee data exchange for all applications. CCT’s implementation specialists have a strong track record in database integration and interface addoption.
Automated Dialogues
Waiting or being called back, being selectively connected by preselection, doing simple tasks quickly with the machine, these are the advantages of an intelligent IVR solution. Our systems and applications support the active customer dialogue from voice control via CallBack up to the outbound campaign to increase the "Customer Experience". CCT experts help clients to build the most effective blending strategies to optimize resources.
Integrated Office Communication
Tailor-made office communication with integrated tools for efficient collaboration simplifies many processes and is a central component on the path to digital transformation. Communicate regardless of location, application, or device. Whether telephony, messaging, conferencing or chat, our selected platforms offer flexible options and are prepared for the future. We operate UC & UCC solution on premise as well as in the cloud.
Support
Makes the Difference
Customers not only want to communicate via different channels, they also expect everything to work perfectly. Selected system components and reliable support ensure the appropriate availability of the communication infrastructure so that your customers are satisfied.
Always there for you -
Committed and competent
From standard maintenance to the operating model with SLAs, CCT Support offers levels and combinations that match the individual requirements of the customers. CCT is an award-winning Avaya service and support "Co-Delivery Partner". Certifications and qualifications meet the requirements of our system partners and document the high level of training of the support staff. Together with coordinated processes, we guarantee quick problem solving that has direct access to the manufacturer if required.
Avaya Certified
Certified Avaya Support Partner with co-delivery status secured through regular audits.
Proactive Service
Preventive SW maintenance includes measures to protect systems and networks from operational failures.
Individual Agreements
CCT offers customized support, operation and managed service variants.
Worldwide 24 x7
Globally available support with coordinated response times, around the clock and every day.
Operation
From supported in-house operations to cloud-based managed services - the choice is yours.
• Purchase or rent
We adapt to the financing possibilities of your company.
• Subscriptions models
Usage-based subscription models support cloud-based deployment.
• Managed-Service
Simply let CCT operate the system in a computer center with the highest security and availability standards.
• Life Cycle Management
CCT manages your contact center, agent productivity improvements and the ongoing optimization of the customer experience in all project phases.
English 
Deutsch