Multi-Experience

Contact Center CCaaS - Cloud

Reinventing your customer and employee experience

Multi-Experience

A customer journey consists of more than just individual transactions. Every customer experience influences future decisions. With a cloud-based contact center, you can always make the experience simple, effortless, seamless, and context-driven, and memorable for customers and employees across all touchpoints.

While you gain deeper insight into your customers' needs, your teams become more efficient and effective. CCT Solutions is a leader in contact center solutions and we can deliver best in class results, the way you need it.

 

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Modules

Contact Center Phone and Presence

CC 01 - Contact Center and PresenceCloud 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.

Analytics, Monitoring und Reporting

CC 02 - AnalyticsReal-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.

Unified Communications and Presence

CC 03 - Office Phone and PresenceCloud 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.

AI solutions, Virtual Assistant and Bots

CC 04 - AI solutionsUse 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.

Email and Document Management

CC 05 - EmailsHandling 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.

Chat and Messaging Communication

CC 06 - Chat & Messaging

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 Campaigns

CC 07 - Outbound CampaignsOutbound 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 / MMS

CC 08 - SMS & MMSSMS 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

CC 09 - VideoVideo communication with video, picture in picture, WebRTC audio and screen sharing.

WhatsApp

CC 10 - WhatsAppWhatsApp integration, including messaging bot, image and document sharing, intelligent routing based on customer topic, skill, service level, business hours, and auto-replies.

Callback

CC 11 - CallbackCallback 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.

Scripter

CC 12 - ScripterCCT 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.

3rd Party Integration (CRM, Knowledge, ITSM)

CC 13 - 3rd PartyCCT 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.

Open Task Routing

CC 14 - Open TaskConnection 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.

Unified Workplace

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Omni-Channel Contact Center

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Reporting & Statistics

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Connections

Engage with customers how and when they want it. Create your experience for today's "omnichannel customer" who expects your services to be instantly customized to meet their current customer needs.

Improve processes

Improve responsiveness and personalize interactions by synchronizing customer and employee experiences. Put customers and employees at the center of your business by aligning processes, resources, and functions.

 

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Manage resources better

In our digital world, the human touch is more important than ever. Keep employees engaged and motivated with intuitive tools that help them retain customers.

Acting on the basis of intelligent insights

Always make decisions based on comprehensive business intelligence. Gain the deep customer and employee insights you need to improve customer and employee experiences across your organization.

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Contact Center as a Service - rediscover in the cloud

 

Multiexperience-Contact-Center
The "omnichannel customer" wants to be connected using
the following options: Voice, Chat, Email, Text, Social Media
and Self-Service. CCT Solutions provides a seamless experience
across devices, touchpoints and modalities.


Automation

Empower employees and customers to optimize their own digital
experiences. From simple customer self-service options to employee
tools like proactive customer engagement, virtual assistants,
biometrics, and more - create the best experience every time.

 

 

 

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Statistics

Artificial intelligence 

Even the best employee can't do everything at once. With a contact center powered by artificial intelligence, employees and customers can leverage the latest developments in artificial intelligence and machine learning to deliver exactly what the customer needs at that moment. 

Analyses and reporting 

Get the insights you need to support customers at every stage. Get real-time performance feedback to ensure your employees deliver a superior experience.

Workforce Engagement

The right tools turn employees into brand ambassadors. CCT Solutions comprehensively offers what employees need to support customers when they really need it. In this way, the expectations of the "all-round customer" are met. 

Contact with CCT Solutions