Customer Experience CX Management - Workforce Engagement WFO
Unified Communications Cloud Contact Center UCCaaS
Carefully selected on premise or cloud based systems with long-lasting partnerships enables CCT to implement reliable high performance solutions. Whether you are looking for a complete new system or an innovative integrated add on, with CCT Solutions you get a robust solution that scales and is designed for future requirements.
Multi-Experience Solutions
Scalable & Feature rich Omni-Channel Platform
CCT’s individually designed solutions for innovative customer dialogs are based on robust on premise or cloud based platforms. These platforms, in combination with CCT ContactPro® create solutions that fulfill customer expectation and optimize cost.
Unified Desktop - Workplace
Connect Customers, build in Automation with best in calls Agent functionality
CCT ContactPro®(CP) combines the intelligent agent desktop with automation for the omni-channel contact center. CP offers flexible inbound and outbound omni-channel functionality and provides innovative agent workforce support. The flexible configuration allows precise adjustment to optimize results.
Unified Communication (Voice, Messaging, Video Collaboration)
Office & Home Office Communication and Collaboration
Cloud based or on premise based - integrated solutions for collaboration is the key for any digital transformation in customer communication. This includes conferencing and video collaboration with easy to use home Office solutions. On the fly connections between the contact center center and the back office supports simple multimedia dialogs and first time call resolution.
Outbound Contact Management
Active Customer Interactions
Valuable customer relationships happen through bidirectional activities. Controlled callback and intelligent proactive outbound campaigns are examples for these activities. The intelligent desktop handles active communication and can switch or blend between inbound and outbound transactions.
Conversional AI & Automation
Speech IVR and Chat Bot
Smart Customer Interaction with Automation
Clients can simply interact with virtual assitants - Bot applications. CCT enables Bots through the robust ContactPro API to integrate a smooth bot-to-agent handover. Embedded customer journey´s and history logging allows the agent to serve the customer perfectly. CCT ContactPro® is designed to bring the bot dialog to the agent. Whether chat-bot or voice-bot with speech recognition, CCT has the right automation solution for your organization. CCT supports a variety of bot platforms including Cognigy and Google Dialog Flow CCAI.
Workforce Engagement WFO and Contact Center Analytics
Resource Planning - Understand the Customer
Employee planning and resource management in combination with the analytics of the customer transactions are the perfect basis to improve the customer experience (CX). It allows to specifically improving processes to increase the satisfaction of the customer and of the service representative. CCT has integrated solutions available and has partnerships with Calabrio, Bumicom, Avaya and Nice CXOne for CCaaS and Workforce Engagement Solutions.
