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.
Modules
Contact Center Phone and Presence
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.
Analytics, Monitoring und Reporting
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.
AI solutions, Virtual Assistant and Bots
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.
Chat and Messaging Communication
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.
Callback
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.
Unified Workplace
Omni-Channel Contact Center
Reporting & Statistics
Great Solutions, book a demo. Learn more about costs.
Get in contact with us.
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.
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.
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.
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.