Cloud phone in the browser for customer calls in the contact center. ACD routing anytime and anywhere in the world with many routing options (e.g. attribute-based routing with connection to external systems). Integrated presence or integration of Microsoft Teams to contact other users by phone or message.

Real-time and historical reports for all channels. Templates, scheduled reports and export to various file formats. Reports at different levels (agent, group, queue). Real-time dashboard to personalize the view and access multiple configured views. Report Designer to create own reports including data from external sources.

Cloud phone in the browser for incoming and outgoing calls. With the integrated presence or integration of Microsoft Teams, the user can contact other users by phone or message. The collaboration also offers video telephony, conferencing and screen sharing.

Use of the CCT MX Cloud AI solutions for the analysis of speech and texts as well as the use of voice, chat and messaging bots for the fully or partially automated processing of customer requests. Virtual assistants support the agent in processing customer inquiries.

Handling of emails or documents. Qualification and routing based on text content, skill, service level and business hours. Automatic replies, text modules and the customer journey deliver the best possible solution for email, fax to email or documents such as letters.

Communication with the customer via chat. Easy integration of CCT MX Cloud Chat solution on customer website, including chatbot, intelligent routing based on customer topic, skill, service level and business hours. The Web Form Editor enables no-code customization of the chat customer view. Automatic answers and surveys complete the solution.

Outbound campaign management with preview and auto dialing. Campaign management with automatic or manual upload of contact lists. Agent assist and reason codes for classification and reporting.

SMS and MMS integration, including messaging bot, image and document sharing, intelligent routing based on customer concern, capability, service level, business hours and auto replies.

Video communication with video, picture in picture, WebRTC audio and screen sharing.

WhatsApp integration, including messaging bot, image and document sharing, intelligent routing based on customer topic, skill, service level, business hours, and auto-replies.

Callback function with preview and automatic dialing. Agent assist and reason codes for classification and reporting. Callback from queue, IVR, website or external systems using callback API. Web Form Editor allows no-code customization of callback customer view on website. Automatic answers and surveys complete the solution.

CCT MX Cloud has a powerful scripter to create agent assist flows or customer surveys. Scripts can also use external sources to retrieve information from these systems or write information to the external system.

CCT MX Cloud allows 3rd party integration for Screen Pop or other activities. SAP, Salesforce, ServiceNow, BMC ITSM, Microsoft Dynamics and others are available. Integration into other CRMs possible.

Connection of any non-real-time tasks from external sources. The connection is made via the CCT MX Cloud API. Including intelligent routing with processing in the CCT MX Cloud Workplace or calling up the external application.