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).

Competent Consulting

Right from the beginning

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. They represent the interest of the customer to achieve a win-win oriented implementation of the project.

Image

Implementation

Integration and Operation

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 Desktop

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.

CCT ContactPro®

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.

Avaya

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).

WFO / WFM Analytics

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.

CRM

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.

Outbound

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.

UC & UCC

Reliable and flexible integration and operation, from consulting to support

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.

This image for Image Layouts addon

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

Avaya Certified

Certified Avaya Support Partner with co-delivery status secured through regular audits.

Proactive Service

Proactive Service

Preventive SW maintenance includes measures to protect systems and networks from operational failures.

Individual Agreements

Individual Agreements

CCT offers customized support, operation and managed service variants.

Worldwide 24 x7

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. 

Image

• 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.