Services and Support
We design and operate
solutions, so you can
focus on your customers
Increase Revenue, reduce costs, get a higher customer satisfaction and increase your net promoter score
CCT Solutions experienced consultants and integration teams design and implement solutions for customer-centric interactions with best-in-class technology. We serve with our experience to optimize available systems or to provide you with solutions for an innovative multi-experience management for your customers
Consulting
The key to the success for a project lies in the holistic and networked view of the task with extensive expertise and many years of experience. At CCT Solutions we know how to plan with innovation to focus on long-term partnerships with our customers. Customer satisfaction is an essential success criteria for our work. We will support you on a daily basis to create new ideas for your customers experience. Together with our customers we analyze every situation, the current and future business requirements, the processes as well as new requirements for employees and the required infrastructure. To get the best results we plan the most suitable solution for you - tailored to your individual requirements.
Are you looking for advice for your project, your new Request for Proposal RFP or your service management during operation? We are happy to help. No matter, whether small or large project. Just contact us.
Project Management
Understand
CCT project managers combine business and technical knowledge with competence in managing and controlling your project. They will ensure your implementation will be completed on budget and on time
Structured
Project managers will structure and organize your project to be success full. They will make sure we will work together as partners on the same goal and they will make sure we streamline the way to perfect results
Methods & Expertise
Our project managers are certified according to "Prince2 and PMI". This will ensure transparency of our work. We will coordinate every project step with you, this will be the base for your successful project implementation.
Interface
Project managers are our client success managers. They represent the interest of the customer to achieve a win-win oriented implementation of the project. They will support the customer throughout the full lifecycle of the solution
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.
Integration & Operation
CCT Solutions portfolio and components from selected partners enable us to implement reliable and scalable application platforms for Multi-Experience Customer Management.
Invidually tailored solutions create best in calls connections between existing solutions and new components. A modular architectural design and a flexible subscription & OPEX model enables innovative functionality and services, as required.
Support
Makes the Difference
Customers want to communicate with channels they like, channels that solve their problem fast. They expect everything will work perfectly.
Selected support systems with 24/7 monitoring capabilities combined with reliable and certified support resources will ensure the appropriate high availability of your solution
Always here for you - Committed and competent
From standard maintenance to a full OPEX based operating model with individual SLAs. CCT Solutions support will offer all levels and combinations that will match the individual requirements of our customers. CCT Solutions is an award-winning service and support organisation. Certifications and qualifications always meet the requirements of our solutions partners and they document the professional level of training for our support personel. Together with our coordinated processes, we guarantee quick problem solving with direct access to our partners.
Certified professionals
Certified Support personal with audited co-delivery status, secured through regular audits & trainings.
Proactive Service
Preventive Software maintenance 24/7 includes measures to protect your solution and your network from operational failures.
Individual Agreements
CCT Solutions offers customized support with operational and managed services variants, tailored to your needs.
Worldwide 24 x 7
Global support with coordinated response times - SLA´s, around the clock and every day.
Operational Excellence
On-premise to cloud-based managed services - the choice is yours.
Buy your solution or rent your platform
Our Solutions are tailored to your needs and your budget. We always adapt to the financial model your company prefer.
Managed Services
CCT Solutions will fully operate your solution in a private Data-Center with the highest security and availability standards based on ISO.
Subscriptions & full OPEX models
Usage and consumption based subscription & OPEX models support your cloud-based deployment and give you the freedom for financial planing. Session based, named based, concurrent based or peak based invoicing, we provide the model of your choice.
Lifecycle Management
CCT Solution manages your communication and your customer management CC platform, your agent workforce productivity improvements and the ongoing optimization of the complete customer experience during all phases.
