CCT ContactPro® Automation is a powerful omni-channel routing and reporting solution with an Unified Agent Desktop workstation. The solution makes a crucial contribution to increasing customer satisfaction and improving the customer experience (CX). Agents can use innovative and automated communication methods to process customer requests efficiently. Intelligent support functions support the employee at work and together with automated dialogue systems, contribute to increasing productivity. CCT ContactPro® Automation has modules for universal queue control, company-wide work assignment, integrated agent management and flexible connection of AI supported bot platforms. In this way, the solution offers a perfect omni-channel service level and customer experience management environment.

Omni-channel handling with built-in automation


The combination of CCT Contactpro® Automation, AI-supported chat and voice bots and the flexible agent workplace allow customer inquiries to be processed very effectively. The close link between CP Automation and the virtual agent in Conversional Bot systems ensures that incoming requests are treated according to the rules of customer value, available resources and best processing path.